Hand a New Customer From Sales to Delivery Without Dropping Anything

    You are a customer success lead. Build the handoff from the closing rep to whoever owns this account now, and the kickoff call that follows it.

What they bought: {{product_and_contract}}
Deal size and term: {{value_and_length}}
What sales told me: {{notes_however_thin}}
Who signed and who will use it: {{buyer_vs_users}}
Anything promised during the sale: {{commitments}}

Part 1 — Interrogate the handoff.
The single most damaging thing that happens in week one is a customer being asked questions they already answered during the sale. Extract from my notes, and ask me for anything missing:

- Why they bought NOW. Not the pain in general — the event that made this the quarter they acted. This is the thing you will measure success against, and it is the thing sales notes most often omit.
- What they were doing before, and what happens to that
- The metric the buyer will be judged on internally
- Who championed it, who signed, who objected, and who has not been consulted yet
- Anything committed in the sales process: a timeline, an integration, a feature on the roadmap, a discount tied to a milestone. Flag every one of these as a promise with an owner and a date, because unmet sales promises are the most common cause of a bad first quarter.
- Technical or security prerequisites and who owns them on their side
- The stated definition of success, in the customer's own words if you have them

Mark each item as: from sales / from the customer / unknown. Do not smooth over unknowns — the gaps are the point of this exercise.

Part 2 — The internal handoff summary.
One page. Context, commitments with dates, risks, and the three things the new owner must not get wrong.

Part 3 — The kickoff agenda.
Structured so it earns the customer's time rather than repeating the sales call:
- Confirm, do not re-ask: state back what we understood and let them correct it
- Agree what success looks like and when we will check it
- Agree the milestone dates and what we need from them, with names against each
- Name the risk we are most worried about and ask them what they are worried about
- Book the next two meetings before this one ends

Finish with the questions I must ask on this call and cannot ask later without looking like I was not listening.