Onboarding Playbook for SMB to Enterprise

Navattic’s onboarding playbook

Increase alignment and accountability throughout the onboarding process to ramp and launch new customers successfully.

With Navattic sales and marketing teams can easily create interactive product demos that they can share with prospects via a link or embed directly on their website. Co-founder Randy Frank built this playbook to guide new customers through the onboarding process and set them up for long-term success.

Why should I use this playbook?

Randy says his team saw an immediate impact from introducing an onboarding playbook to their post-sales process. With this playbook, customer success teams can:

• Centralize all onboarding activities 

Keep track of onboarding progress and resources in one shared location, instead of constantly searching for scattered emails and documents.

• Get mutual buy-in

Use this playbook to align on the onboarding scope and timeline, getting agreement on all steps and providing customers with a clear path to launch.

• Increase accountability

By assigning owners and deadlines to each step in the onboarding process, it’s easier to keep project stakeholders accountable and the timeline on track.

What’s in this playbook?

In system implementation and product onboarding, aligning on next steps is key. Throughout the 2-4 week onboarding process, Navattic uses this playbook to guide customers through five key stages: onboarding, building, review, launch, and continued success.

A defined onboarding playbook enables CS teams to:

• Get mutual agreement on key tasks and next steps
• Share documentation and resources in one place
• Set the customer up for long-term success
• Easily repeat the process for each new account

Who is this playbook for?

This playbook is for customer success teams who need to guide new customers through a multi-step onboarding process. In Navattic’s case, their customers are growth sales and marketing leaders at SMB to Enterprise B2B SaaS companies.

How should I use this playbook?

After a new customer is signed, the Navattic team introduces this playbook to key stakeholders during an account kickoff call. They walk the customer through the timeline and key milestones, and invite them to contribute and collaborate on the details.

The demo launch process in this playbook is customized for Navattic’s system implementation. While the core steps (stakeholder alignment, platform training, next steps) can be widely applicable, Randy recommends adjusting the specifics for your product and process.