Sales → CS Handoff Template

On-demand reference for the cs-operations skill.

The handoff is where retention is won or lost. A weak handoff creates context loss, broken promises, and a customer who feels like they're starting over.

Step-by-Step Handoff Process

TRIGGER:        Deal moves to Closed Won in CRM

T+0 (Day 0):   Automated handoff notification to assigned CSM
                CRM creates CS record with:
                  - SPICED summary (from sales discovery)
                  - Key stakeholders and roles
                  - Contractual commitments and timeline
                  - Known risks or open items from sales
                  - Product configuration / tier purchased
                  - Discount terms and expiry dates (if any)

T+1 (Day 1):   CSM reviews handoff document
                CSM schedules internal prep call with AE (15 min)

T+2 (Day 2):   Internal handoff call: AE briefs CSM
                  - What was promised? What wasn't?
                  - Who's the champion? Who's the blocker?
                  - What does success look like for this customer?
                  - Any landmines? (technical, political, budget)

T+3-5:         CSM sends welcome email to customer
                Schedules kickoff call
                Creates onboarding project plan

HANDOFF QUALITY CHECK:
  - Is SPICED summary complete? (If not → AE must fill gaps before handoff)
  - Are all stakeholders in CRM? (If not → CSM adds during kickoff)
  - Are discount terms documented with expiry? (If not → flag for renewal)

Pre-handoff (Sales responsibility)

• Complete the SPICED summary in CRM (especially: Situation, Pain, Impact, Critical Event)
• Document committed outcomes — what did the customer buy the product to achieve?
• Identify the champion and economic buyer — who owns success internally?
• Flag any non-standard terms, pricing exceptions, or promised professional services

Handoff Meeting (Sales + CS)

• Three-way call: Sales rep, CS lead, and customer champion
• Agenda: review committed outcomes, introduce CS team, confirm implementation timeline
• Transfer of relationship, not just account

Source: Adapted from Union Square Consulting's Renewals + Expansion Pyramids. Neon applies this as the process layer beneath the health scoring framework.