Customer Onboarding

Human ↔ Human

Post-sale customer onboarding from contract signature through account setup, training, and first value milestone.

6 nodes · 6 edgessaas

humansystem

Visual

Contract Signedhuman

Customer signs the contract and is handed off from sales to customer success.

↓sequential→ Account Setup

Account Setupsystem

System provisions tenant, creates admin user, and configures integrations.

↓sequential→ Welcome Call

Welcome Callhuman

Customer success manager conducts kickoff call to align on goals and timeline.

↓sequential→ Training Sessions

Training Sessionshuman

CSM delivers product training to end users across multiple sessions.

↓sequential→ First Value Milestone

↓conditional→ Welcome Call

First Value Milestonehuman

Customer achieves their first defined success metric using the product.

↓sequential→ Success Review

Success Reviewhuman

CSM and customer review outcomes, set next-phase goals, and transition to steady state.

Open in Editor

uc-customer-onboarding.osop.yaml

osop_version: "1.0"
id: "customer-onboarding"
name: "Customer Onboarding"
description: "Post-sale customer onboarding from contract signature through account setup, training, and first value milestone."

nodes:
  - id: "contract_signed"
    type: "human"
    subtype: "input"
    name: "Contract Signed"
    description: "Customer signs the contract and is handed off from sales to customer success."

  - id: "account_setup"
    type: "system"
    subtype: "action"
    name: "Account Setup"
    description: "System provisions tenant, creates admin user, and configures integrations."

  - id: "welcome_call"
    type: "human"
    subtype: "input"
    name: "Welcome Call"
    description: "Customer success manager conducts kickoff call to align on goals and timeline."

  - id: "training_sessions"
    type: "human"
    subtype: "input"
    name: "Training Sessions"
    description: "CSM delivers product training to end users across multiple sessions."

  - id: "first_value"
    type: "human"
    subtype: "review"
    name: "First Value Milestone"
    description: "Customer achieves their first defined success metric using the product."

  - id: "success_review"
    type: "human"
    subtype: "review"
    name: "Success Review"
    description: "CSM and customer review outcomes, set next-phase goals, and transition to steady state."

edges:
  - from: "contract_signed"
    to: "account_setup"
    mode: "sequential"
  - from: "account_setup"
    to: "welcome_call"
    mode: "sequential"
  - from: "welcome_call"
    to: "training_sessions"
    mode: "sequential"
  - from: "training_sessions"
    to: "first_value"
    mode: "sequential"
  - from: "first_value"
    to: "success_review"
    mode: "sequential"
  - from: "training_sessions"
    to: "welcome_call"
    mode: "conditional"
    when: "customer_needs_rescope == true"
    label: "Rescope onboarding goals"