Sales-to-CS Handoff
What actually transfers when a deal closes, and what gets lost.
- Handoff timing, format, and ownership
- Goals, stakeholders, and promises captured from the deal
- Gaps between what Sales sold and what CS delivers
The Onboarding Health Check
Stop Guessing Why Customers Don't Renew.
A two-week, fixed-scope SaaS onboarding audit of your post-sale motion, from closed-won to first value. I trace real accounts, talk to the people running them, and hand you a scored readout and a prioritized fix plan.
2 weeks · Fixed scope · Full refund if you cancel before kickoff
Sample Scorecard
Example company- 01 · Sales-to-CS HandoffAt Risk
- 02 · Kickoff and Success DefinitionNeeds Work
- 03 · Onboarding Path and MilestonesNeeds Work
- 04 · Time to First ValueAt Risk
- 05 · Risk Signals and EscalationNeeds Work
- 06 · Retention LinkHealthy
Every rating comes with the evidence behind it and the fix that moves it.
14+ yearsrunning post-sale and onboarding at B2B SaaS companies
Braze · Optimizely · Eppowhere I built and ran the onboarding programs this audit is based on
Seed to IPOBraze through its IPO, Eppo and Aampe through their acquisitions by Datadog and MoEngage
Sound Familiar?
In B2B SaaS, Churn Rarely Starts at Renewal.
It starts in the first 90 days, when a handoff drops context, a kickoff never defines success, and a customer goes quiet without anyone noticing. By the time it shows up in your numbers, the cause is months old.
Customers stall after kickoff, and nobody can say exactly where or why.
Every CSM runs onboarding their own way, so the customer experience depends on who they got.
"Time to first value" comes up in every leadership meeting, and nobody has defined it, let alone measured it.
You're about to hire more CSMs, and you suspect the real problem is the system they'll inherit.
What I Audit
Six Areas. One Clear Picture of Your Onboarding.
Each area gets a rating, the evidence behind it, and a recommended fix. Together they show where customers lose momentum between the signature and first value.
Kickoff and Success Definition
Whether kickoff sets the customer up to win or just introduces the team.
- Kickoff materials and agenda
- Success defined in the customer's words, with a first-value date
- Stakeholder map and exec sponsor engagement
Onboarding Path and Milestones
The documented process compared with what your team really does.
- Milestones, owners, and check-in cadence
- Customer-facing plan and shared accountability
- Consistency across CSMs and segments
Time to First Value
How long it takes customers to get value, and where the days go.
- Your definition of first value, or the lack of one
- Actual time to first value on the accounts I trace
- The steps where accounts stall most often
Risk Signals and Escalation
How fast your team spots a stalled account, and what happens next.
- Health signals you track today and the ones you're missing
- Escalation triggers, paths, and response time
- Sponsor and champion continuity
Retention Link
The connection between how customers onboard and whether they renew.
- Recent churn and downgrades traced back to onboarding
- NRR and GRR baseline
- The tools and data behind your post-sale motion
What You Get
A Diagnosis You Can Act On the Same Week.
No 60-page deck that sits in a folder. You leave with a short list of what's broken, why, and what to fix first.
Onboarding Health Scorecard
All six areas rated At Risk, Needs Work, or Healthy, with the evidence behind every rating.
Account Trace Findings
5 to 8 real accounts followed from closed-won to first value, or to the point where they stalled, with what went wrong at each step.
Current-State Journey Map
Your onboarding as it really runs today, with every handoff and breakpoint marked.
Prioritized Fix Plan
Every issue ranked by impact and effort, split into quick wins for the next 30 days and bigger fixes for the next 90.
60-Minute Leadership Readout
A live walkthrough with you and your leadership team, so everyone hears the same findings and agrees on the priorities.
Written Report
Everything above in one document your team can come back to, share with the board, or hand to whoever owns the fixes.
How It Works
Two Weeks, Start to Readout.
About five hours of your team's time in total. I do the digging.
- Day 1Kickoff call60 minutes to align on goals, pick the accounts to trace, and confirm who I'll interview. You share access to the materials on the list.
- Days 2 to 5Interviews4 to 6 conversations, 30 to 45 minutes each, across Sales, CS, implementation, support, and leadership.
- Days 3 to 8Account tracesI follow 5 to 8 accounts through your CRM, docs, and call notes. A mix of healthy, stalled, and churned customers.
- Days 6 to 9Scoring and fix planI rate each area, map the current journey, and rank every fix by impact and effort.
- Day 10ReadoutThe 60-minute leadership session. You get the written report the same day.
A Good Fit If
You Know Something's Off.
- You're a B2B SaaS company with a post-sale team, or a founder still running onboarding yourself.
- Customers are signing, but too many stall after kickoff or churn at the first renewal.
- You want an outside read before you hire, buy a CS platform, or rebuild your process.
- You can give me access to real accounts and an hour or two from the people who run them.
Not Included
A Diagnosis, Not a Rebuild.
- Building the fixes. That's the Onboarding System Build, and your Health Check fee counts toward it.
- Setting up or migrating tools like your CRM or CS platform.
- Running onboarding for your customers.
- Ongoing advisory after the readout.
"She completely rebuilt our onboarding process from the ground up."
"Truly one of the best customer onboarding and project managers that I've had the opportunity to work with."
"She was constantly looking at where customers were getting stuck, what the team needed to operate more effectively, and how we could shorten the path to meaningful customer outcomes."
Who Runs It
I'm Christine Borkowski.
I've spent 14 years in B2B SaaS post-sale, at companies from seed stage through IPO. I was at Braze through its IPO, at Eppo through its acquisition by Datadog, and at Aampe during its acquisition by MoEngage, with Optimizely and Sharethrough before that.
I've sat in the seat you're in. I've chased the handoff notes, run the kickoff that went sideways, and explained the churn number to leadership. The Health Check is the audit I'd want someone to run on my own team.
I run every Health Check myself. No junior analysts, no handoff to someone else.
Book a Health Check
One Flat Fee. A Clear Plan in Two Weeks.
Fixed scope means no hourly billing and no surprise invoices. If you go on to a System Build within 30 days of your readout, the full $2,500 comes off the first payment.
Ready to start? Book now and I'll email you within 1 business day to schedule your kickoff. Want to talk first? Grab a free 15-minute fit call, and if it's a fit I'll send you a payment link or an invoice. I take on a small number of Health Checks at a time.
Onboarding Health Check
$2,500
Flat fee. Two weeks. Credited toward a System Build.
- Stakeholder interviews4 to 6
- Account traces5 to 8 accounts
- Health Scorecard6 areas
- Current-state journey mapIncluded
- Prioritized fix plan30 and 90 days
- Leadership readout60 minutes
- Written reportYours to keep
Full refund if you cancel before our kickoff call. Secure checkout by Stripe.
FAQ
Common Questions.
How much of my team's time does this take?
About five hours in total. A 60-minute kickoff, 30 to 45 minutes with each interviewee, and the 60-minute readout. I handle the account traces and the analysis.
What do you need access to?
Read access to the CRM records for the accounts we trace, plus your handoff docs, kickoff deck, onboarding plan or playbook, any health scoring you use, and a list of customers who churned or downgraded in the last 12 months. Rough data is fine. Missing data is a finding too.
We don't have a documented onboarding process. Is it too early?
No. That's one of the most common starting points. I audit what your team actually does, documented or not, and the fix plan tells you what to write down first.
Will you sign an NDA?
Yes. I'm happy to sign yours before kickoff, and I only ask for read access to the systems I need.
What happens after the readout?
You own the scorecard, the report, and the fix plan, whether or not we keep working together. Plenty of teams run the fixes themselves. If you want help building them, the Onboarding System Build picks up where the Health Check leaves off, and your $2,500 is credited in full if you sign within 30 days of your readout.
How is this different from the free diagnostic or the Toolkit?
The free diagnostic scores your answers to five questions. The Onboarding Architect Toolkit gives you templates to run onboarding yourself. The Health Check is me inside your actual accounts and conversations, telling you what's broken in your specific motion and what to fix first.
How do I pay?
Two ways. Book now with a card through Stripe, and I'll email you within 1 business day to schedule kickoff. Or book a free 15-minute fit call first, and if it's a fit I'll send a payment link or an invoice for your finance team. Either way, the flat fee is paid in full before kickoff, and you get a full refund if you cancel before our kickoff call. Full details are in the terms.
The Onboarding Health Check
Two Weeks From Now, You'll Know Exactly What to Fix.
Find where onboarding loses customers, then fix that first.