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Recipe

Sales → CSM customer handover

A structured workflow for passing a closed deal from the sales team to customer success without dropping context, commitments, or momentum.

Overview

The handover window between a signed deal and the first CSM touchpoint is where churn seeds get planted. This recipe ensures every promise made during the sales cycle is captured, every stakeholder is introduced, and the customer feels a warm transfer rather than a cold restart.

Prerequisites

  • Signed order form or contract in the deal room
  • Completed sales-to-CSM handover notes template
  • Customer's primary POC and executive sponsor identified
  • Kickoff call scheduled within 5 business days

Step-by-step

  1. AE fills handover doc. Capture use case, pain points, technical requirements, and any verbal commitments made during the sales cycle.
  2. Internal handover call. AE walks CSM through the doc live. CSM asks clarifying questions. No handoff without a synchronous conversation.
  3. AE sends intro email. Warm introduction to the CSM, cc'ing the customer's executive sponsor. Sets the tone: “You're in great hands.”
  4. CSM sends welcome packet. Within 24 hours: recap of goals, timeline to kickoff, access credentials, and a link to the customer portal.
  5. Kickoff call. Align on success metrics, onboarding milestones, and communication cadence. AE attends the first 5 minutes to reinforce continuity.

Success criteria

  • Customer confirms they feel “handed over,” not “handed off”
  • Zero surprises in the first 30 days
  • CSM has full context without re-asking discovery questions

Pro tip: Record the internal handover call and drop the transcript into the customer's CRM record. When the CSM eventually moves on, the next CSM inherits the full story.

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