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Customer successKickoff

Customer onboarding kickoff call

60 minutes 7 blocks Free template

GitLab's CSM onboarding kickoff: why they bought, current tools, business goals, stakeholders, training and a cadence-call plan.

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By the end of this meetingThe CSM and customer agree on the business outcomes to work toward and the cadence for getting there.

60 min · 7 blocks, drawn to scale Fits exactly
  1. Introductions and the CSM role, 5 minutes 5
  2. Why did you buy? Challenges to solve, 15 minutesDiscuss 15
  3. Current tool landscape, 8 minutes 8
  4. Business goals beyond the immediate use case, 12 minutesDiscuss 12
  5. Other stakeholders to involve, 7 minutes 7
  6. Training, support offerings and security alerts, 8 minutes 8
  7. Agree the cadence-call schedule and first call plan, 5 minutes 5
015304560 min
  1. +0′Introductions and the CSM roleOne word: what would make this partnership a success?5 minCheck-in
  2. +5′Why did you buy? Challenges to solve15 minDiscuss
  3. +20′Current tool landscape8 minInfo
  4. +28′Business goals beyond the immediate use case12 minDiscuss
  5. +40′Other stakeholders to involveTip: Aim for at least two regular contacts.7 minDecide
  6. +47′Training, support offerings and security alerts8 minInfo
  7. +55′Agree the cadence-call schedule and first call plan5 minWrap-up

Why it works

Built so the customer onboarding kickoff call ends on time, with everyone in it.

  • Every voice in the first minutes

    A 5-minute check-in: everyone sends a mood and one word from their phone, and it shows on their tile in the call. People who speak early speak again.

  • Discussion with a clock

    27 minutes of open floor with a countdown everyone can see, and a talk-balance meter so the loudest voice doesn't take all of it.

  • Updates stay short

    16 minutes of updates with a visible clock. In a video call the speaker is spotlighted and the room is muted, so nobody talks over them.

  • It ends in a decision

    Capture the decision and its owner with one click while it's said. It lands in the summary, word for word.

  • Wraps up on time

    Decisions and actions are read back, the summary is already written, and a finish on time earns the confetti.

How to run it

  1. 1Finish the internal pre-sales to post-sales handoff first so the account team approaches the call as a united front.
  2. 2Hold the call within 14 days of the customer's start date.
  3. 3Confirm why the customer bought and which challenges they need solved.
  4. 4Ask about business goals beyond the immediate use case.
  5. 5Name at least two regular contacts, then agree the cadence-call schedule and the plan for the first call.

Questions about the customer onboarding kickoff call

When should the onboarding kickoff call happen?
GitLab targets within 14 days of the customer's start date, after the internal pre-sales to post-sales handoff.
What should a customer kickoff call cover?
Introductions and the CSM role, why they bought, current tools, wider business goals, other stakeholders, training and support, and the cadence-call schedule.
How long is a customer onboarding kickoff call?
GitLab's handbook doesn't state a length; this template uses 60 minutes.

Built from

The structure, timings and tips on this page come from these sources.

  • handbook.gitlab.com

Run it with your team

  • A countdown for every block on the shared screen
  • A video call that changes with each block
  • Check-ins and votes from every phone, no app
  • Decisions and actions in a scored summary

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Related templates

All templates
  • Customer cadence callA recurring CSM-customer sync from GitLab's handbook: success-plan progress, adoption and renewal topics, open floor, actions.30 min · 5 blocks
  • Customer quarterly business review (QBR)A one-hour customer QBR from Gainsight: KPIs tied to their goals, ROI, last quarter's commitments, health score and next steps.60 min · 7 blocks
  • Executive business review (EBR)Gainsight's 60-minute EBR for strategic accounts: objectives, business updates, value delivered, challenges and recommendations.60 min · 6 blocks

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