Case: onboarding from signed contract to go-live with full milestone trail
Mid-market deal, CS + Solutions Engineering + Support — 45-day onboarding target with go-live gate required before expansion conversation.
Antes
- CSM received handoff via Slack message with partial context — no champion identified, no agreed milestones
- Technical setup stalled for 11 days because credentials request wasn't tracked anywhere
- Go-live marked complete in the CRM without stakeholder sign-off — expansion conversation started from a false baseline
Depois
- Handoff gate requires AE to fill champion, use case, red flags, and agreed milestones before CSM assignment
- Credential request blocked setup phase — conditional alert fired to CSM and AE on day 3 of no response
- Go-live requires customer sign-off attachment — expansion trigger only fires after evidence is recorded