Start with a kickoff
Meet the customer's main contacts, agree what success looks like and write down the steps with dates. A shared plan makes the next messages easier.
Name one owner on each side
Every account needs a named person at your company and one at theirs. Questions then have a destination, and nothing waits for someone to notice.
Train in short sessions
Offer one or two short sessions for the people who will use the product daily, and record them. Send the recording and a one-page summary afterwards.
Check in at set points
Contact the customer at the end of week one, week four and week eight. Short, specific messages beat long reviews and catch problems early.
Watch the warning signs
Few logins, unanswered emails and a missing owner are signs of risk. Tag the account, tell the account owner and act while the customer is still engaged.
Hand over to regular support
At the end of onboarding, introduce the support route, share the help center and confirm the goals. A clean handover keeps a good first impression going.