Don’t know you current process, but this is the broad overview of the checklist for a consulting company I manage Salesforce for, you’ll have to customise this based on your value offerings but would be a good place to start:
Pre-Handoff (Sales owns this)
Deal context: original pain points, decision criteria, and stakeholder dynamics captured in Opportunity
Implementation timeline and success criteria documented
Key contacts mapped with roles/influence levels (Required contact role mapping helps a lot in this)
Any “gotchas” or special requirements flagged
Signed contract details including scope boundaries
The Handoff Meeting
30-minute live transfer (not just documentation dump)
Customer invited when appropriate - shows continuity
AE walks through the “why they bought” story, not just what they bought
CSM asks clarifying questions while customer context is fresh
Next steps and ownership clearly defined
Post-Handoff Documentation
Account record updated with handoff date and CSM assignment
Opportunity marked closed-won with implementation notes
Customer success plan template populated
First CS touchpoint scheduled within 48 hours
Process Hygiene
Handoff SLA defined (typically within 5 business days of close)
Missing handoff = escalation to sales management
CS feedback loop to Sales on handoff quality (we have a seperate recordtype for CS info in accounts that keeps it updated)
Let me know if you need help in this or if I was too broad đź‘€
