This SOP defines a standardized process for transitioning client accounts from the Implementations (IM) team to Customer Success Managers (CSMs). It ensures continuity, clear expectations, and a smooth support experience after onboarding ends.
🔁 1. Handoff Notification
🔁 1. Handoff Notification
Owner: Implementer
Timing: At least 1 week before onboarding ends
Share the estimated end date for onboarding.
Confirm the official handoff date.
Schedule a transition meeting or send a shared Slack message (see step 2).
💬 2. Initial Communication + Slack Channel Update
💬 2. Initial Communication + Slack Channel Update
Owner: Implementer
Post a warm intro message in the client’s Slack channel with the CSM copied in.
Rename the Slack channel:
From:
imp-client-nameTo:
partner-client-name
Remove the implementer from the channel once the handoff is complete.
📑 3. Internal Handoff Notes
📑 3. Internal Handoff Notes
Owner: Implementer
Destination: Internal workspace (Notion, CRM, Slack thread)
Minimum required fields:
✅ Account setup summary
✅ Key contacts and communication preferences
✅ Primary client goals
✅ Any risks, blockers, or concerns
✅ Notes on engagement tone and client style
✅ Previously discussed expectations or key conversations
💳 4. Billing, Quotas & Plan Details
💳 4. Billing, Quotas & Plan Details
Owner: Implementer + CSM
Goal: Ensure the client’s subscription plan and quotas are accurate post-onboarding
What was discussed around pricing or billing during onboarding?
Did the client receive temporary quota increases?
If quotas were granted during onboarding:
Should they be reset to the standard plan?
If not, what’s the expansion pricing?
Document clearly to avoid misalignment later.
🧭 5. Clarify Scope: Implementers vs CSMs
🧭 5. Clarify Scope: Implementers vs CSMs
Owner: CSM
Goal: Set realistic expectations from Day 1
Emphasize the shift from a “done-for-you” service (IM) to a “do-it-yourself with support” model (CSM).
Define the new relationship:
Who owns execution (the client)
What kind of support we provide (strategic, not operational)
Where clients can find resources (guides, help center, 1:1 calls)
🎯 6. Continuity & Future Goals
🎯 6. Continuity & Future Goals
Owner: CSM
Timing: During initial success call
Review the implementation scope and confirm what was delivered.
Understand their next-phase goals:
Are they building an internal SEO team?
Are they only looking to maintain existing work?
Are they planning further expansion (AI content, backlinks, etc.)?
Set clear goals for the next 90 days post-handoff.
🔄 7. Resume Onboarding If Needed
🔄 7. Resume Onboarding If Needed
Owner: CSM
When: If any onboarding step is incomplete
Pick up the onboarding journey where the IM team left off.
Make sure key tools are in place and activated (Otto, Content Genius, etc.).
Provide extra help on workflows if the client shows signs of confusion or gaps.
The transition from onboarding to Customer Success isn’t just an operational shift—it’s a moment of truth for long-term retention. Clients are moving from a hands-on, done-for-you experience into a more strategic, empowered, self-led model. How we guide them through that shift sets the tone for trust, autonomy, and value realization.
This SOP gives both human teams and AI agents a clear playbook:
Implementers ensure nothing falls through the cracks—communicating context, goals, risks, and history.
CSMs step in not as strangers, but as strategic partners already aligned with client needs.
Internal systems (Slack, CRM, Notion, Fin) remain synchronized with up-to-date handoff notes and quota accuracy.
The client feels the transition is seamless—not a reset, but a natural next step in their journey with us.
Whether you're training a new CSM, onboarding a support rep, or programming Fin to answer client concerns post-onboarding, this guide ensures continuity, clarity, and confidence from day one.