Customer Onboarding SOP Template for SaaS

# Customer Onboarding SOP — SaaS **SOP Number:** SAS-CO-001 | **Version:** 1.0 | **Department:** Customer Success ## Purpose To guide new users from signup to "first value" within 7 days, maximizing activation and reducing churn. ## Scope Customer Success Managers, Onboarding Specialists, Product team. ## Onboarding Stages **Day 0: Signup** - Welcome email sent immediately (automated) - In-app onboarding checklist activated - Calendly link for optional kickoff call **Day 1-2: Setup** - CSM assigns based on plan tier - Enterprise/Pro: schedule kickoff call within 24 hours - Self-serve: automated email sequence begins - Goal: complete profile + connect first integration **Day 3-5: First Value** - Help user complete core action (first project/report/workflow) - Trigger: if user hasn't completed in 48 hours → CSM outreach - Check-in email: "Need help with X?" **Day 7: Activation Review** - Internal review: has user hit activation milestone? - Not activated: CSM calls, offers 1:1 training - Activated: trigger success email, request testimonial **Day 30: Health Check** - Review usage data (logins, features used, seats active) - NPS survey - Expansion opportunity identified? → Account Executive notified ## KPIs - Time to first value: <7 days - 30-day activation rate: >60% - 90-day retention: >85%