A useful AE→CS handoff checklist is not a CRM form dump. It answers: what does “first value” look like, who owns it, and what fails the project by Day 14.
Must-have fields before kickoff
- Success criteria — observable outcome, not “training delivered”
- Named champion + role — who will feel pain if this slips
- End users / seats — who actually logs in
- Access path — SSO, sandbox, CRM, API keys, IT owner
- Single first workflow — one job-to-be-done, not a product tour
- Kill / go-no-go — what makes you pause instead of zombie-onboard
- Kickoff date + CS owner — on the calendar, with an internal owner
- Risks — PTO, security review, competitor, budget freeze
Rule of thumb: if “success criteria” appears only as “they’ll know it when they see it,” do not kick off yet — lock one metric with the champion first.
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