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Free: no payment, no signup and no email needed. Print it or copy the text. Want our newsletter too? That is optional and separate: join the newsletter only if you choose to.

Sales to Customer Success Handoff Template

One page that gets Customer Success the same story sales closed: why they bought, what was promised, who matters, what could go wrong, and what happens in the first 30 days. Print it, save it as a PDF, or copy the text into your CRM, a doc or a spreadsheet.

How to use it

1. Fill it in on the day the deal closes, while the account executive still remembers every call. Want the order of steps and who owns each one? Read the sales to customer success handoff, step by step.
2. List every promise, not only the written ones. A discount that was "just this once" and a report sketched on a call both belong in the ledger.
3. Mark each promise agreed, still to confirm, or not in the contract, and give it an owner and a date.
4. Name the people. Economic buyer, champion, day-to-day admin, possible blocker.
5. Write the risks down instead of leaving them in CRM notes.
6. Walk through it on the kickoff call with the account executive and the Customer Success owner, then agree the first 30 days.

Copy-and-paste text version

Plain text that pastes cleanly into an email, a ticket or a CRM note.

SALES-TO-CS HANDOFF TEMPLATE

ACCOUNT
Account name: 
Deal / plan and term: 
Close date: 
Target kickoff date: 
Sales owner (AE): 
Customer Success owner (CSM): 
Handoff completed on: 

1. WHY THEY BOUGHT (ACCOUNT CONTEXT)
Trigger: what happened that made them act? 
Alternative they rejected, and why: 
Outcome they will measure, in their words: 
Date or event they care about most: 

2. COMMITMENTS IN THE CONTRACT
Scope and plan: 
Price, term and renewal date: 
Go-live or delivery dates in writing: 
Anything the order form excludes: 

3. PROMISE LEDGER (EVERYTHING SAID THAT IS NOT ALREADY IN THE CONTRACT)
Status is one of: agreed, still to confirm, not in the contract.
Promise | Said by / when | Written where | Status | Owner | Due
 |  |  |  |  | 
 |  |  |  |  | 
 |  |  |  |  | 
 |  |  |  |  | 

4. STAKEHOLDERS
Role | Name | What they care about | Contact
Economic buyer |  |  | 
Champion |  |  | 
Day-to-day admin |  |  | 
Possible blocker |  |  | 

5. RISKS AND WATCH-OUTS
Migration or data work: 
Security or legal review still open: 
Champion change or other people risk: 
Dates that were never scoped: 

6. FIRST 30 DAYS
Days 1 to 7: kickoff call, confirm the ledger, name the owner for every open item: 
Days 8 to 14: first deliverable or first live use: 
Days 15 to 30: first result review against the outcome they measure: 

Owner of this handoff: ______________   Date: ______________

New to the idea? Read what a promise ledger is, the handoff checklist, or the full handoff guide.