Free template
Free, ready-to-use standard operating procedure for onboarding new customers. Copy, customize, or create it in Folge with screenshots and checklists.
A Customer Onboarding Standard Operating Procedure (SOP) is a documented process that Customer Success and onboarding teams follow to welcome new customers, set up their accounts, deliver training, and help them achieve their first value with your product.
This template helps you run customer onboarding the same way every time—reducing churn, speeding time-to-value, and improving customer satisfaction. Use it with new client onboarding checklists for a complete system.
Standardize how every new customer is onboarded across segments
Give specialists a clear checklist so nothing is missed
Document setup, training, and first-value milestones
Coordinate technical setup, integrations, and go-live
Purpose: To ensure every new customer receives a consistent onboarding experience and reaches their first success milestone
Scope: Customer Success, onboarding, implementation, and support staff involved in new customer setup
Time Required: Typically from contract signing through first 30–90 days (adjust by segment)
Tools Needed: CRM, product admin, project/task tool, video conferencing, knowledge base or help center
Action:
Expected Outcome: Customer knows who to contact, what happens next, and what success looks like
Action:
Expected Outcome: Customer can log in and see a configured environment ready for training
Action:
Expected Outcome: Customer can perform core tasks in the product and knows where to find help
Action:
Expected Outcome: Customer has achieved a concrete outcome that proves value and builds confidence
Action:
Expected Outcome: Customer is handed off smoothly; team has clear notes for ongoing success
Reach out within 24–48 hours of signing. Delayed first contact is a leading cause of early churn.
Agree on “first value” and success criteria in kickoff. It gives you and the customer a clear target.
Capture your product workflows in Folge so customers get step-by-step guides with real screenshots—easier than long docs.
Keep CRM and internal notes up to date. The next CSM or support agent will thank you.
Capture your real onboarding workflow with screenshots. Add checklists, annotations, and export to PDF or your wiki.
It depends on product complexity and segment. Simple SaaS might be 1–2 weeks; enterprise implementations can be 30–90 days. Define phases (setup, training, first value, handoff) and set expectations in the kickoff.
Use Folge to record your screen while you configure the product or walk through key flows. You’ll get a step-by-step SOP with real screenshots that you can share in your help center or during training.
Employee onboarding is internal (new hires, accounts, culture). Customer onboarding is external (new paying customers, product setup, first value). Both benefit from a clear SOP and checklists—use our Employee Onboarding SOP for the former and this template for the latter.
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