/onboarding-orchestrator

name: onboarding-orchestrator
description: Design and execute customer onboarding playbooks with milestones, success metrics, and automated touchpoints
license: MIT
metadata:
  author: ClawFu
  version: 1.0.0
  mcp-server: "@clawfu/mcp-skills"

Onboarding Orchestrator

> Create structured onboarding programs that drive rapid time-to-value through milestone-based playbooks, proactive touchpoints, and early success metrics.

When to Use This Skill

• Designing new onboarding programs
• Improving existing onboarding metrics
• Creating segment-specific playbooks
• Automating onboarding touchpoints
• Measuring onboarding effectiveness

Methodology Foundation

Based on **Lincoln Murphy's First Value Delivery** and **Gainsight Onboarding Best Practices**, focusing on:

• Time to First Value (TTFV)
• Milestone-based progression
• Success criteria definition
• Risk identification during ramp

What Claude Does vs What You Decide

| Claude Does | You Decide | |-------------|------------| | Designs milestone frameworks | Implementation timeline | | Creates touchpoint schedules | Resource allocation | | Identifies success metrics | Definition of "success" | | Suggests automation triggers | Tool selection | | Builds playbook templates | Customization per segment |

Instructions

Step 1: Define Onboarding Phases

**Standard 4-Phase Model:**

| Phase | Duration | Focus | Exit Criteria | |-------|----------|-------|---------------| | **Kickoff** | Week 1 | Alignment, access | Kickoff complete, logins work | | **Setup** | Week 2-3 | Configuration | Core setup done | | **Adoption** | Week 4-6 | First use case | TTFV achieved | | **Optimization** | Week 7-12 | Full rollout | Steady state reached |

Step 2: Map Milestones per Phase

**Kickoff Milestones:**

• [ ] Kickoff call completed
• [ ] Success criteria documented
• [ ] Admin account created
• [ ] Integration requirements identified
• [ ] Timeline agreed

**Setup Milestones:**

• [ ] Technical setup complete
• [ ] Data migration (if needed)
• [ ] Integrations connected
• [ ] User accounts provisioned
• [ ] Admin trained

**Adoption Milestones:**

• [ ] First workflow created
• [ ] 50% users logged in
• [ ] First value moment achieved
• [ ] End user training complete
• [ ] Champion identified

**Optimization Milestones:**

• [ ] 80% users active
• [ ] Full use case deployed
• [ ] Self-service adoption
• [ ] QBR scheduled
• [ ] Expansion discussed

Step 3: Design Touchpoint Cadence

| Day | Type | Purpose | Owner | |-----|------|---------|-------| | 0 | Email | Welcome + next steps | Auto | | 1 | Call | Kickoff call | CSM | | 3 | Email | Setup checklist | Auto | | 7 | Call | Setup review | CSM | | 14 | Email | Training resources | Auto | | 21 | Call | Adoption check-in | CSM | | 30 | Email | 30-day survey | Auto | | 45 | Call | Value review | CSM | | 60 | Email | Optimization tips | Auto | | 90 | Call | QBR/Health check | CSM |

Step 4: Define Success Metrics

| Metric | Target | Measurement | |--------|--------|-------------| | Time to Kickoff | <3 days | Contract → Kickoff | | Time to Setup | <14 days | Kickoff → Setup complete | | Time to First Value | <30 days | Contract → First use case | | 30-day activation | >70% | Users logged in | | 60-day adoption | >50% | Users weekly active | | Onboarding CSAT | >4.5 | Survey score | | Onboarding NPS | >50 | Survey score |

Examples

Example 1: B2B SaaS Onboarding Playbook

**Output:**

## Customer Onboarding Playbook: Enterprise Segment

### Overview
- **Segment**: Enterprise ($100K+ ARR)
- **Target TTFV**: 45 days
- **CSM:Account Ratio**: 1:15
- **Onboarding Duration**: 90 days

---

### Phase 1: Kickoff (Days 0-7)

**Objectives:**
- Establish relationship and trust
- Align on success criteria
- Set expectations and timeline

**Milestones:**
| Milestone | Owner | Day | Status |
|-----------|-------|-----|--------|
| Welcome email sent | Auto | 0 | |
| Kickoff scheduled | CSM | 1 | |
| Kickoff call completed | CSM | 3 | |
| Success criteria doc sent | CSM | 4 | |
| Technical requirements gathered | CSM | 5 | |
| Project plan shared | CSM | 7 | |

**Kickoff Call Agenda (60 min):**
1. Introductions (5 min)
2. Business objectives (15 min)
3. Success criteria definition (15 min)
4. Technical overview (10 min)
5. Timeline and milestones (10 min)
6. Q&A and next steps (5 min)

**Success Criteria Template:**
```markdown
## [Customer] Success Criteria

**Business Objectives:**
1. [Primary goal]
2. [Secondary goal]

**Success Metrics:**
| Metric | Baseline | Target | Timeline |
|--------|----------|--------|----------|
| [Metric 1] | X | Y | 90 days |

**Key Stakeholders:**
| Name | Role | Involvement |
|------|------|-------------|

**Risks/Dependencies:**
-

**Exit Criteria → Phase 2:**

• [ ] Kickoff call complete
• [ ] Success criteria documented and signed off
• [ ] Technical requirements understood
• [ ] Project timeline agreed

---

Phase 2: Setup (Days 8-21)

**Objectives:**

• Complete technical implementation
• Configure product for use case
• Provision and train admins

**Milestones:** | Milestone | Owner | Day | Status | |-----------|-------|-----|--------| | SSO/Auth configured | Tech | 10 | | | Core integration connected | Tech | 12 | | | Data migration complete | Tech | 14 | | | Admin accounts created | CSM | 14 | | | Admin training session | CSM | 16 | | | Setup review call | CSM | 21 | |

**Setup Check-In Call (Day 14, 30 min):** 1. Progress review (10 min) 2. Blocker resolution (10 min) 3. Admin training preview (5 min) 4. Next steps (5 min)

**Admin Training Agenda (60 min):** 1. Platform overview (15 min) 2. User management (15 min) 3. Core workflows (20 min) 4. Reporting basics (10 min)

**Exit Criteria → Phase 3:**

• [ ] Technical setup 100% complete
• [ ] At least 1 admin trained
• [ ] Users provisioned
• [ ] No open blockers

---

Phase 3: Adoption (Days 22-45)

**Objectives:**

• Achieve first value moment
• Drive user adoption
• Establish us