Client Handoff Template
The Client Handoff Template below is free to preview and install in Zealos. Structured handoff document for transitioning new clients from sales to customer success or implementation.
Preview: Client Handoff
Client Handoff
This document is the bridge between sales and customer success. Complete it thoroughly — your CS team and the customer are counting on it.
Account Overview
Field | Details |
|---|---|
Account Name | [Company Name] |
Contract Value | [$X ARR] |
Contract Term | [12 / 24 / 36 months] |
Close Date | [Date] |
AE (Sales Owner) | [Name] |
CSM (New Owner) | [Name] |
Kickoff Date | [Scheduled Date] |
Industry | [Industry] |
Company Size | [X employees] |
What Was Sold
Clearly document the scope of what the customer purchased:
[Product / Plan tier]
[Number of seats / licenses]
[Add-ons or modules included]
[Contract special terms (if any)]
Promises & Commitments
Be explicit about every promise made during the sales process. Unmet expectations are the #1 cause of early churn.
[Promise 1: e.g., Custom integration with their CRM by end of Month 1]
[Promise 2: e.g., Dedicated onboarding session for their team of 20]
[Promise 3: e.g., Monthly check-ins with their VP of Sales for first quarter]
[Promise 4: e.g., Priority access to upcoming feature X]
Key Stakeholders
Name | Title | Role | Communication Preference | Notes |
|---|---|---|---|---|
[Name] | VP Sales | Executive Sponsor | Email, monthly | Cares about ROI reporting |
[Name] | Sales Ops Manager | Day-to-Day Contact | Slack, weekly | Very hands-on, technical |
[Name] | IT Admin | Technical Contact | Needed for SSO setup | |
[Name] | Sales Reps (team) | End Users | In-app | Will need training |
Success Criteria
What does the customer consider a successful implementation?
[Criteria 1: e.g., 80% team adoption within first 30 days]
[Criteria 2: e.g., Pipeline visibility for sales managers within Week 2]
[Criteria 3: e.g., Integration with existing CRM live within Month 1]
[Criteria 4: e.g., Measurable improvement in deal velocity by Month 3]
Technical & Implementation Details
Current tools being replaced: [Tool names]
Data migration needed: [Yes/No — details]
Integrations required: [List integrations]
SSO / Security requirements: [Details]
Custom configuration: [Details]
Timeline & Milestones
Milestone | Target Date | Owner | Status |
|---|---|---|---|
Kickoff call | [Date] | [CSM] | [Scheduled] |
Account setup and configuration | [Date] | [CSM + IT] | [Pending] |
Data migration (if applicable) | [Date] | [Implementation] | [Pending] |
Team training session | [Date] | [CSM] | [Pending] |
Integration go-live | [Date] | [Engineering] | [Pending] |
30-day check-in | [Date] | [CSM] | [Pending] |
First QBR | [Date] | [CSM + AE] | [Pending] |
Risks & Watch-Outs
[Risk 1: e.g., IT team has limited bandwidth — may delay SSO setup]
[Risk 2: e.g., VP sponsor traveling in Month 1 — limited executive access]
[Risk 3: e.g., Team resistant to change from previous tool]
Handoff Checklist
AE completed this handoff document
AE and CSM had a live handoff call
CSM reviewed all promises and commitments
Kickoff call scheduled with customer
Customer introduced to CSM via email
CRM updated with CSM as new owner
Implementation timeline shared with customer
About this template
The handoff from sales to customer success is one of the most failure-prone moments in the customer lifecycle. Drop the ball here and you lose the trust your sales team spent months building. This client handoff template ensures nothing gets lost in translation: account context, what was sold and what was promised, key stakeholder details with communication preferences, the customer's definition of success, technical and implementation requirements, timeline milestones, and known risks. Whether your CS team is onboarding a new logo or your implementation team is kicking off a deployment, this template creates a clean, accountable transition.
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