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  • Yug Jain

Creating a Customer Success Onboarding Playbook: A Step-by-Step Guide

Creating a customer success onboarding playbook is an essential part of any successful business. It helps to ensure that your customers are getting the most out of your product or service and sets them up for long-term success.

But what exactly is a customer success onboarding playbook, and how do you create one?




A customer success onboarding playbook is a set of guidelines and processes that your customer success team follows when onboarding new customers. It outlines the steps and actions that need to be taken to ensure that your customers have a smooth and successful onboarding experience.


The key to creating a customer success onboarding playbook is to focus on the customer. Your customers are the reason you are in business, and their success is your success. So, when creating your playbook, think about what your customers need to be successful and how you can provide them with the support and guidance they need.


Here are some key steps to creating a customer success onboarding playbook:

  • Define your customer success goals

Before you start creating your customer success onboarding playbook, it’s important to have a clear understanding of what you want to achieve. What are your customer success goals? What do you want your customers to be able to do with your product or service? What kind of support and guidance do they need to be successful?

  • Identify the key steps in the onboarding process

Once you have defined your customer success goals, it’s time to identify the key steps in the onboarding process. This will help you to create a clear and structured plan for onboarding your customers. Some key steps in the onboarding process might include:

  • Setting up accounts and profiles

  • Training and education on how to use your product or service

  • Providing access to resources and support materials

  • Setting up any necessary integrations or connections

  • Conducting regular check-ins and follow-ups


  • Create a timeline for each step

Once you have identified the key steps in the onboarding process, it’s important to create a timeline for each step. This will help you to ensure that your customer success team is on track and that your customers are receiving the support and guidance they need promptly.

  • Define roles and responsibilities

For your customer success onboarding playbook to be effective, it’s important to define roles and responsibilities for each member of your customer success team. This will help to ensure that everyone knows what they are responsible for and that there are no gaps in the onboarding process.

  • Create templates and standard operating procedures

To ensure that your customer success onboarding playbook is consistent and effective, it’s important to create templates and standard operating procedures. This will help to ensure that your customer success team is following the same processes and guidelines when onboarding new customers.

  • Review and update regularly

Your customer success onboarding playbook should be a living document that is regularly reviewed and updated. This will ensure that it stays relevant and effective and that it continues to support the success of your customers.


In conclusion, creating a customer success onboarding playbook is an essential part of any successful business. It helps to ensure that your customers are getting the most out of your product or service and sets them up for long-term success. By following the steps outlined above, you can create a customer success onboarding playbook that will support the success of your customers and drive the success of your business.

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