A customer goes live before product configuration is complete. Adoption stalls because key users were never trained. The CSM finds out three weeks later when the renewal conversation reveals zero active usage. The problem was not the product — it was a launch without readiness criteria.
A go-live checklist is not a formality. It is the gate between setup and value realization. Without it, the decision to launch is made implicitly — by whoever happens to be in the last meeting — with no verification that prerequisites are met.
The five gates that consistently prevent premature launches are: configuration validated by CS and customer, data migration verified with sample checks, key user training completed with attendance record, success criteria defined and measurable, and executive sponsor alignment confirmed.
Each gate should block the next phase until completion. Configuration must pass before training starts. Training must pass before go-live is approved. This sequencing prevents the most common failure: training users on a product that is not yet configured for their workflows.
After go-live, the checklist extends into a 30/60/90-day health check cadence. The same structured approach that prevented a premature launch now ensures adoption milestones are met and the CSM has early warning signals for expansion or churn risk.