Sales ➡️🤝➡️ Customer Success Hand-Off Process 🚀

A structured hand-off process is essential for ensuring a seamless transition from Sales to Customer Success (CSM), laying the foundation for a positive customer experience.

🚀 Why is the Hand-Off Process Important?

• Bridges Sales and CSM: Ensures the CSM team is aligned with the client’s needs before onboarding and implementation, improving efficiency and reducing misunderstandings.
• Enhances the client experience: Prevents redundant conversations and frustration by sharing key information upfront.
• Ensures consistency: Centralizes critical customer data in HubSpot, allowing all teams to access and reference it easily.
• Supports coaching: Helps gather key information to improve services and coaching strategies

📌 What Does the Hand-Off Process Include?

The hand-off process includes two key components: Client intake cards and a 15-minute hand-off meeting, each designed to streamline the transfer of information and alignment between Sales and Customer Success teams.

📌 Instructions for the Sales Team:

• Once the deal is marked as Close/Won, the Sales Rep will complete the "Sales Team Client Intake" card located in the deal record in HubSpot before attending the scheduled hand-off meeting with the CSM.

• The Sales Rep provides as much detail as possible to ensure a seamless transition to CSM.
• Highlight any critical commitments or unique aspects of the client’s onboarding  and implementation needs.

📌 Instructions For the CSM Team:

• The CSM should schedule a 15-minute Hand-Off Meeting with the Sales Rep within 24–48 hours of deal closure to prevent onboarding delays.
• During the meeting with the Sales Rep and the client kick-off meeting, the CSM will complete the "CSM Team Client Intake" card and fill in as much information as possible within the relevant HubSpot properties.
• An automated Slack notification will be posted in the Client Onboarding channel along with the report below to inform both teams of any missing items in the hand-off process. Below are the items that need to be completed before:
  
  
• Note #1: If the CSM is the onboarding owner for a new client that will be transferred to the Ops team, the CSM is responsible for completing the hand-off process with the Sales Representative, including HubSpot 
• Note #2: For expansions and renewals the Sales Rep and Ops will be responsible for completing the hand-off process in HubSpot
  

  📊 HubSpot Report for tracking missing items

  
  
  

📹 During the 15-minute Sales/CSM hand-off call:

• Clarify any missing information
• Discuss client’s business goals and key success metrics
  1. Special requests or contractual agreements
  2. Any red flags or anticipated challenges
  3. Next steps for onboarding

📝 Fields Sales & CSM Teams Must Complete During the Hand-Off Process ✅

📈 HubSpot Reports: Deal Information Overview

📉 Sales Client Intake Responses - Report

📊 CSM - Client Intake Responses - Report

📝 Client Expansion Intake Responses - Report

Last Update: April 24th/2025

Owner:
Adriana Wetzel