Client Success
Sales-to-CSM Handoff
Needs review — This SOP contains our content but has not been verified by Nick. Treat as a working draft until marked Live.
SOP: Sales-to-CSM Handoff
Section titled “SOP: Sales-to-CSM Handoff”Last Updated: June 2026 Owner: CSM
Purpose
Section titled “Purpose”Prevent the post-sale drop. The client should feel like Tekton already knows the deal, goals, and next step when the CSM first reaches out.
Trigger
Section titled “Trigger”A new client signs, pays, or is marked ready for onboarding.
Required handoff details
Section titled “Required handoff details”Before first client touch, the CSM should know:
- package purchased
- monthly price and setup fee status if relevant to onboarding
- contract/term status
- target services and target locations
- client’s stated goals
- known pain points or objections from sales
- promised timelines or sensitive commitments
- required access still missing
- whether website, GBP, LSA, GHL, SEO, or Google Workspace setup is included
- best client contact and preferred channel
CSM first-touch standard
Section titled “CSM first-touch standard”The first CSM message should:
- acknowledge the new relationship
- restate the immediate next step
- request any missing intake/access items
- set the expectation for communication cadence
- make it clear who the client should contact
If handoff is incomplete
Section titled “If handoff is incomplete”Do not make up details. Ask sales/Nick/Ops for the missing context before promising scope or timeline to the client.
If the client is waiting, send a safe acknowledgment:
I’m getting the kickoff details organized now so we can make the next step clean. I’ll follow up with the specific items we need from you shortly.
Definition of done
Section titled “Definition of done”- CSM has the required deal context
- client received first-touch message
- missing access/intake is tracked
- internal owners know the client is active
- onboarding SOP is started