Onboarding Handoff (Won → onboarding)

The handoff most teams never define: a signed deal drops silently into a customer-success void, the value the buyer was sold gets lost, and the renewal clock starts late. This is handoff H3 in docs/operating-model.md — made concrete as a 48-hour checklist that turns a won deal into the first row of the account book.

From the won deal (point me at the row in ops/pipeline.md, or paste the deal context):

1. Carry the value hypothesis forward. Write down, in one line, what the customer bought this to do — in their words, from discovery. This becomes the value hypothesis in ops/customers.md, and the thing every adoption check is measured against. Lose it here and onboarding optimizes for activity, not value.
2. Set the date markers. Record the renewal date, the contract value (ARR — the number the book rolls up to NRR), and note the day-60 renewal-motion trigger (not day-85). Set a first-expansion check date too — the moment to look for a second team or use case.
3. Identify the power user / champion. Name who will actually use it and who sponsors it internally. A single-threaded account is a churn risk before it's even live — if there's only one name, that's the first gap to close.
4. Write the first adoption milestone. One concrete, dated outcome that proves value is landing (the first workflow live, the first cross-system answer, the first report shipped). Vague onboarding has no finish line.
5. Open the row. Create the account in ops/customers.md at stage Onboarding, with the value hypothesis, the ARR, the first adoption signal to watch, the renewal date, an owner, and the next step. Offer to log the handoff in ops/daily-log.md.

Don't invent commitments the deal didn't contain. Bring your own onboarding playbook; this carries the deal's context across the seam so nothing drops.

Depth

• quick: open the ops/customers.md row with value hypothesis, renewal date, and owner.
• standard: the full 48-hour checklist above.
• deep: + a single-threading risk read and the first two adoption milestones with dates.