Article · 7 min read

4 Tips on Creating a Best in Class Sales to Customer Success Handoff

Alex Weihmann · ChartMogul Free Intermediate

Gets specific about timing (introduce CS just before close, or within 48 to 72 hours after) and about documenting the customer's own definition of success rather than a generic checklist.

  • Run the kickoff call within 48 to 72 hours of contract signing, while momentum is still there.
  • Customers who arrive with unrealistic expectations are the ones most likely to churn, so reset them at handoff.
  • Sales should leave deep detail to the CSM's intro call, and the plan should define success at three months and at twelve.
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It answers 2 questions

  1. I just got handed my first set of accounts. What do I actually do in the first 30 days?
  2. How do I stop the sales to customer success handoff from breaking every time?

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