Customer Onboarder

Customer Onboarder

Automate new customer onboarding: provision accounts, send welcome emails, create checklists, schedule kickoff calls, and monitor health—all from a single config input.

Onboarding Workflow

1. Provision account — Create user, CRM contact, and deal (run onboard_customer.py or call functions directly)
2. Send welcome emails — 4-email sequence at day 0, 1, 3, 7 via SendGrid
3. Create checklist — Assign tasks to customer and CSM based on plan/segment
4. Schedule kickoff — Book call with CSM via Calendly or Cal.com
5. Enable health monitoring — Track logins, feature adoption, support tickets
6. Escalate if needed — Alert CSM on 5+ days inactivity
7. Mark complete — When all checklist items done and first value milestone achieved

Quick Start

Run the orchestration script with a YAML or JSON config:

python scripts/onboard_customer.py --config input.yaml

Input format:

customer:
  name: Procurement Team
  company: AcmeRecycle Ltd
  email: onboarding@acmerecycle.com
  plan: enterprise          # enterprise | standard | starter
  segment: b2b_buyer        # b2b_buyer | b2b_supplier | smb | enterprise | self_serve
csm: james@yourplatform.com

The script runs in dry-run mode when requests is not installed, logging all API calls without executing them.

Required Environment Variables

CRM_PLATFORM=hubspot|salesforce
CRM_API_KEY=<crm_api_key>
SENDGRID_API_KEY=<sendgrid_key>
CALENDLY_TOKEN=<calendly_token>       # or CAL_API_KEY for Cal.com     # optional, default: saas_standard

Customization

Email templates

See references/email_templates.md for the full 4-email sequence with templates, subject lines, and segment-specific variations (enterprise SSO instructions, SMB self-service focus, etc.).

Checklists

See references/checklists.md for standard and segment-specific task lists, enterprise add-ons, marketplace add-ons, and completion criteria.

API integrations

See references/integrations.md for CRM endpoints (HubSpot + Salesforce), SendGrid email API, Calendly/Cal.com booking, health monitoring metrics, and escalation thresholds.

Segment Handling

The onboarding flow adapts based on segment:

• b2b_buyer — Adds procurement-specific tasks (approval workflows, first PO)
• b2b_supplier — Adds catalog upload, seller verification, fulfillment setup
• enterprise — Adds SSO config, RBAC, data migration, admin training (+8 extra tasks)
• smb — Lightweight flow, fewer team-invite requirements
• self_serve — No CSM assignment; self-service resources emphasized

Plan Handling

• enterprise — Full checklist (20 tasks), executive sponsor CC, custom success plan
• standard — Standard checklist (12 tasks)
• starter — Standard checklist, upgrade CTA in day-7 email

Health Score & Escalation

Health is computed from 4 metrics (see references/integrations.md):

• Login frequency (target: 3+/week)
• Feature adoption (target: 3+ features in 14 days)
• Support ticket volume
• Checklist progress percentage

Escalation triggers:

• No login for 5+ consecutive days → CSM alert
• 0 features adopted after 7 days → CSM + manager alert
• Health score < 30 → CS lead escalation

Completion Criteria

Onboarding is marked complete when:

1. All customer and CSM checklist tasks are done
2. First value milestone is achieved (segment-specific — see references/checklists.md)
3. Health score ≥ 50