CADENIO

Customer Success & Onboarding

Customer onboarding execution from kickoff to healthy adoption

Turn fragmented onboarding routines into structured flows for sales handoff, go-live readiness, and post-launch success milestones.

Get startedTalk to sales

No CRM integration required. First onboardings standardized in hours.

Contractual SLAsGDPR customer dataISO 9001 qualityScalable onboardingAccelerated time-to-value

Onboarding #ONB-0205

0/4 concluídas13% completo
  1. Kickoff: align expectations and success plan52%
    Customer Success ManagerSuccess plan
  2. Customer product configuration and data setup
    CS + Customer teamMandatory setup
  3. Key user training
    CS ManagerTraining gate
  4. Validated go-live and adoption metricsBLOQUEADA
    CS + Customer championGo-live gateDep. pendente

Step 1 · Priority processes

Start with the processes with the highest impact on adoption and retention

Kickoff, go-live, and handoff have immediate return on retention. Then expand to health checks and renewals.

Structured Kickoff

Kickoff meeting with success plan, owners, and defined onboarding milestones.

CSInitial value: 1 day
  • Situação: Kickoff without a structured agenda — customer unclear on next steps and expectations.
  • Ganho: Each kickoff with documented success plan, milestones with dates and owners.
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User Training

Training cycle with participation confirmation and competency evidence per user.

CSInitial value: 1 day
  • Situação: Training done once over video call — no record of who attended and what they understood.
  • Ganho: Each training session with participants, content, and competency confirmation.
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Controlled Go-Live

Go-live checklist with readiness criteria and customer approval gate.

CSInitial value: 1 day
  • Situação: Go-live without a readiness checklist — avoidable post-go-live bugs.
  • Ganho: Each go-live with validated readiness criteria and formal customer approval on record.
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See more CS processes

Complementary flows for full customer lifecycle coverage.

Sales to CS Handoff

Structured transfer with account context, use case, and negotiation notes pre-filled.

Revenue OpsInitial value: 1 day
  • Situação: Handoff via one-off email — CSM starts kickoff without context of what was promised.
  • Ganho: Each new customer with complete sales context before first CSM contact.
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30/60/90 Day Health Check

Structured check-in with adoption metrics, identified risks, and action plan.

CSInitial value: 1 week
  • Situação: Health check forgotten — churn risk noticed too late to intervene.
  • Ganho: Each health check with metrics, documented risk, and action plan with owner.
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Contract Renewal and Expansion

Renewal process with usage review, proposal, and approval with defined deadline.

CSInitial value: 1 week
  • Situação: Renewal initiated too late — customer already evaluating alternatives before the conversation.
  • Ganho: Renewal triggered automatically 90 days before expiry with structured flow.
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Map CS processes with a specialist

Regulatory Framework

Customer onboarding aligned with contractual SLAs, data privacy, and quality standards

Cadenio doesn't replace your CRM or CS tool — it ensures the onboarding process is executed consistently, with owner, evidence, and traceability per account.

GDPR / LGPD — Customer Data

Data Handling in the Onboarding Process

Data collected during kickoff and setup with documented legal basis, registered consent, and access trail per CS team member.

Contractual SLAs

Onboarding Milestone and Deliverable Compliance

Onboarding milestones with deadline, owner, and completion evidence — ready for SLA breach analysis and contract renegotiation.

ISO 9001 — Customer Satisfaction

Implementation Process Quality

Standardized onboarding with quality checklist, structured feedback at end of each phase, and auditable history per account.

Service Agreement — Scope and Deliverables

Scope Control in Implementation

Each onboarding deliverable linked to contracted scope, with customer approval and change request records.

Step 2 · Proof of operation

Before and after in an enterprise customer onboarding

Onboarding with structured kickoff, validated training, and customer-approved go-live.

Case: mid-market customer onboarding with go-live gate

CSM, customer champion, and Head of CS — 80-person company, 30-day onboarding with contractual SLA.

Antes

  • Kickoff in shared spreadsheet — milestones without owner and deadline without alert
  • Training completed without formal confirmation of key user competency
  • Go-live without a readiness checklist — support overwhelmed in the following week

Depois

  • Kickoff with documented success plan, milestone per area, and deadline with automatic alert
  • Training with participation confirmation and competency proof per key user
  • Go-live blocked by gate until customer confirms readiness — 70% less support in week 1
Time-to-value 50% faster in the first 90 daysAutomatic health check at 30, 60, and 90 days with documented action planZero churn in the first 6 months for customers with structured onboarding

Step 3 · Scale by customer segment

Ready-to-run templates for CS teams

Start with kickoff and go-live, expand to automated health checks and renewal process.

Filter by phase

Kickoff & Go-LiveRetentionRenewal & Expansion

Kickoff & Go-Live

4 templates

Kickoff — Customer Success Plan

Onboarding10 tarefas1 gatesComplexidade Baixa

Sales to CS Handoff

Revenue Ops6 tarefas1 gatesComplexidade Baixa

Mid-Market Onboarding (30 days)

Onboarding18 tarefas3 gatesComplexidade Alta

Go-Live Checklist and Approval

Onboarding10 tarefas2 gatesComplexidade Media

Retention

2 templates

30/60/90 Day Health Check

CS8 tarefas1 gatesComplexidade Baixa

Executive Business Review (QBR)

CS10 tarefas1 gatesComplexidade Media

Renewal & Expansion

2 templates

Contract Renewal — 90 days before

Renewal8 tarefas2 gatesComplexidade Media

Expansion — Structured Upsell

Expansion7 tarefas2 gatesComplexidade Media
See full library →

FAQ

Straightforward answers for implementation

How does Cadenio help reduce churn in onboarding?

Standardized onboarding means no customer is left without follow-up or a missed milestone. The CSM tracks progress in real time — and alerts fire before the deadline passes, not after.

Can I use it for different plans or customer segments?

Yes. Create an onboarding template per plan (self-serve, mid-market, enterprise) or segment (industry, function). Each customer receives the right flow with steps applicable to their contract.

How do I manage the sales-to-CS handoff?

Create a handoff flow triggered by deal closure with all customer information pre-filled — account, contact, use case, negotiation notes. The CSM receives the run ready to kick off.

Does it work for onboarding in multiple languages?

Yes. Create templates in PT-BR and EN separately. Cadenio supports flows in any language with owner and deadline — useful for global CS teams.

How do I structure periodic health checks after onboarding?

Configure recurring schedules (30/60/90 days, monthly, quarterly) that automatically generate health check runs with adoption metrics, NPS, and action plan. The CSM receives the run ready to fill in with the customer.

Your CS team deserves predictable onboarding, chaos-free go-lives, and health checks that actually happen

Start with kickoff and go-live, validate with 3 customers, and expand to your full portfolio.

Get startedTalk to sales