Customer Success Kickoff Call Template
Customer Success Kickoff Call Template
Run a repeatable customer kickoff process with this meeting agenda and recap template for customer success teams.
Who this template is for
Customer success managers, account managers, and onboarding teams who need a structured way to align with new customers and set them up for long-term success.
What this template is for
This template helps customer success teams run an effective kickoff call with new customers. It ensures everyone is aligned on goals, expectations, and next steps, making onboarding smoother and reducing churn risk. By centralizing key materials in one place, customers have a clear reference point throughout their journey.
How to use this template
- Create a free Dock account to get started.
- Select the “Customer Success Kickoff Call” template when creating a new workspace.
- Customize the template with your customer’s name, key stakeholders, and their specific goals.
- Add relevant materials like onboarding timelines, product guides, and success plans.
- Share the workspace link with the customer before the kickoff call.
- Use the workspace as a live collaboration tool during the call, updating action items and assigning responsibilities.
- Continue updating the workspace post-call to track progress and keep the customer engaged.
What’s in this template?
Summary
The summary will include a “kickoff recap” and “success criteria,” which outline the content of the kickoff meeting and the goals outlined during the call.
Team
This section will highlight the onboarding team, providing information such as names, functions, and job titles.
Next Steps
An active checklist that provides a roadmap for the client to follow after the customer kickoff call.
Takeaways
Highlight key takeaways from the call such as goals, integrations and implementations, and KPIs for success.
People and Roles
This section will feature a list of key contributors and their roles within the project. Titles can include “Project Lead,” “Technical Integration Lead,” and “Onboarding Workflow Designer,” for example.
Requirements
Note any requirements that are needed post-kickoff call, including what documentation needs to be provided and how onboarding workflows will be designed. Additionally, highlight any primary use cases for the project.
Launch Timeline
Offer a step-by-step, week-by-week guide to the project, beginning with the kickoff call and technical setup and concluding with going live with onboarding and approvals.
Recording
Embed a recording of a kickoff call to ensure all relevant project stakeholders have access to the conversation.
Recap
Here, recap the meeting by including introductions of team members and roles, reconfirmation of goals, defined roles for key stakeholders, implementation timeline, and success metrics discussed.
Why use Dock’s Customer Success Kickoff Call Template?
Dock’s Customer Success Kickoff Call Template is the most organized, collaborative way to start new customer relationships on the right foot.
With Dock, customer success teams can centralize goals, customer onboarding materials, and action plans in a single shared workspace—eliminating scattered email threads and lost documents. Customers can access everything with just their email, so there’s no need to manage extra logins or passwords.
Dock’s modern, flexible editor allows you to customize each kickoff meeting workspace with embedded videos, customer-specific success plans, and real-time updates. The workspace isn’t just a one-time reference—it becomes a living document that both your team and your customers can update throughout their journey.
And with Dock’s built-in engagement analytics, you’ll know exactly which materials your customers are using, what they’re clicking on, and who’s engaging with key onboarding steps.
Here’s what else the Customer Success Kickoff Call Template can do for you:
Create a seamless onboarding experience
- Provide a single destination for onboarding materials, timelines, integrations, and next steps
- Help customers clearly understand what success looks like from day one
- Keep everyone accountable with mutual action plans
Scale your customer success process
- Standardize kickoff calls while allowing for personalized adjustments
- Use templates to speed up onboarding across multiple accounts
- Ensure every customer gets consistent, high-quality onboarding
Improve customer engagement and retention
- Give customers an easy way to track their own progress
- Use Dock’s analytics to spot disengagement early and take proactive action
- Make onboarding a collaborative experience rather than a one-way handoff
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How do I use this template?
Sign up for Dock for free, create a new workspace, and select the Customer Success Kickoff Call Template. Customize it with your customer’s details, save it as a reusable template, and create a new workspace for each client.
Is this template free?
Yes! Dock is free to try for up to five workspaces. Every paid Dock plan includes unlimited template and workspace usage.
Can I modify this template?
Yes, you can make a copy of the template, adjust the structure, add your own content, and tailor it to your onboarding process.
Can I personalize this template for every client?
Yes. Each time you create a new workspace from the template, you can personalize it with customer-specific goals, stakeholders, and resources.
Can I share this template with my team?
Yes. You can keep templates private or share them across your team. Dock also lets you control visibility and permissions so team members can access and edit as needed.
What is a customer success kickoff call template?
A customer success kickoff call template is a structured document or workspace used to run the first call with a new customer. It includes key onboarding information, success goals, next steps, and relevant resources to align both parties. The goal is to set expectations, ensure a smooth onboarding process, and establish a strong first impression and customer relationship from day one.
What is a customer success kickoff plan?
A customer success kickoff plan is an agile tool that outlines the agenda, goals, and action items for the first meeting with a new customer. It typically includes introductions, success metrics, an overview of the onboarding timeline, and a Q&A section to address any concerns.
What should you include in a customer success kickoff call template?
- Customer goals and key success metrics
- Onboarding timeline and milestones
- Assigned roles and responsibilities (both internal and customer-side)
- Links to relevant resources, like guides, training materials, meeting notes, playbooks, project plans, and FAQs
- Next steps and action items
When should you use a customer success kickoff call template?
Use this template for every new customer immediately after contract signing to ensure alignment before onboarding begins. It can prevent misunderstandings, ensure accountability, and provide a clear roadmap for the customer journey.
Customer success kickoff call best practices & tips
- Prepare in advance – Fill out the template with customer details before the call.
- Make it interactive – Use Dock’s collaborative workspace to engage customers in real time.
- Clarify responsibilities – Assign action items and deliverables directly in the template to avoid confusion.
- Keep it accessible – Share the Dock workspace with customers so they can reference it anytime.
Customer success kickoff call mistakes to avoid
- Skipping preparation – A generic, unstructured kickoff call leads to misalignment.
- Overloading the customer – Focus on key priorities rather than overwhelming them with too much info.
- Not following up – Keep updating the Dock workspace with frequent check-ins post-call to track progress and keep engagement high.
How to share a customer success kickoff call template internally
Dock makes it easy to share and manage templates across your team. You can set visibility permissions so only relevant team members can edit or view specific templates. Keeping a standardized template ensures consistency in every kickoff call.
How to share a customer success kickoff call template with clients
- Send the Dock workspace link before the call so customers can review materials in advance.
- Walk through the workspace live during the call to ensure clarity and engagement.
- Use it as an ongoing reference throughout onboarding and project kickoff—update it as milestones are reached.
How long should a customer success kickoff call be?
Most kickoff calls last between 30 to 60 minutes, depending on the complexity of the onboarding process. The key is to cover critical information without overwhelming the customer.
Who should attend a customer success kickoff call?
- From your team: Customer success manager, account manager, implementation specialist (if needed)
- From the customer’s team: Key stakeholders, project owner, power end users (if applicable)
What’s the difference between a sales handoff and a customer success kickoff?
The sales handoff is an internal process where Sales transfers account details to Customer Success.
The kickoff call is the first external meeting with a new client, focused on onboarding, KPIs, and goal-setting.
How do you measure the success of a kickoff call?
Success is measured by:
- Customer alignment on goals and expectations
- Clear next steps and assigned responsibilities
- Engagement with the Dock workspace post-call (e.g., document views, action item completion
How does a customer success kickoff call impact long-term retention?
A well-structured kickoff call ensures:
- Faster onboarding and time-to-value
- Clearer expectations, reducing churn risk
- Higher customer satisfaction, leading to long-term renewals
How can I track customer engagement after the kickoff call?
With Dock’s built-in analytics, you can see:
- Which customers are accessing the workspace
- What content they’re engaging with
- Whether they’re completing assigned tasks
How often should I update the kickoff call workspace?
Update it after the kickoff call to recap and reflect any adjustments in goals or next steps. Then, keep it updated throughout onboarding to track progress and share new resources.
Can I automate parts of the customer success kickoff process?
Yes. With Dock templates, you can pre-fill key sections, standardize onboarding workflows, and automate follow-ups by linking the workspace to emails or CRM updates.
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