Sales → CS handoff

Hand over the context, then move to action.

Your customer explained what they expect during the sale. Keep those expectations, stakeholders and open questions in a journey the CSM can take forward.

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Make the handoff clear at signing.

A handoff gets harder when the context stays with the salesperson. The CSM needs to know what was agreed, what still needs checking and who can answer on the customer side.

How to move forward

Capture the context
Sales records the journey context, contacts and expected Customer Outcomes. Supporting documents stay in the journey’s Drive.
Run the handoff
Sales and the CSM meet. A step holds the open questions, its owner and deadline. The customer confirms the points that need their input.
Start the first actions
The CSM prepares the onboarding Playbook. Roles are assigned and everyone can find the steps they own.

Everyone knows their part.

Sales

Hands over expectations, stakeholders and the limits of what was agreed.

Customer Success

Reviews the context and turns open questions into assigned steps.

Customer

Confirms expectations and contributes to the first actions in the portal.

The intended result: onboarding that reflects what the customer bought, with a CSM who understands the context and next actions.

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Customer onboarding

Journeys

Frequently asked questions

Does sales context arrive automatically

This workflow uses the information your team records in the journey. It does not assume automatic deal or contract syncing.

Can the handoff be adapted for one customer

Yes. The journey and its Playbooks keep their own version. You can add a step without changing the template used by other customers.

What does the customer see

The pages and steps available to them in their portal. Internal discussions stay internal.

Move the next journey forward.