Customer Onboarding
Every new customer onboarded, no quiet stalls.
Customer Onboarding
Customer Support & Success
- RuleDone:
A deal is signed or marked closed-won.
- RuleDone:
It picks the playbook and assigns a CSM.
- RuleDone:
It creates the Asana project and marks the CRM.
- PersonWaiting for approval:Waiting for you
The CSM approves the welcome email and handoff summary.
- RuleNot started:
Each business day it checks progress and nudges.
- RuleNot started:
When all tasks are done, it closes the onboarding.
For example: A SaaS company closes a deal with a 40-person clinic group.
Waiting for you. Nothing has changed yet.
Review for important actions. Customer-facing and record-changing actions are reviewed first.
What is Customer Onboarding?
In shortCustomer Onboarding is an AI automation for Customer Support & Success teams that works with Asana, ClickUp, DocuSign, Gmail, HubSpot and 3 more apps. When a deal is signed, it sets up the onboarding project, drafts the welcome, nudges for missing items and flags stalls early. It is built for heads of customer success, founders and CSMs and delivery teams.
Last reviewed
Key facts
- Department
- Customer Support & Success
- Starts when
- A contract is signed in DocuSign, or a HubSpot deal is marked closed-won
- Works with
- Asana, ClickUp, DocuSign, Gmail, HubSpot, Jira, Outlook, Slack
- Run modes offered
- Shadow, Draft, Assisted and Auto
- Human control
- Review for important actions
- Status
- Available now
The problem today
After the deal closes, the CSM copies a project template, writes the welcome email and chases the customer for logos, contacts and access over 5–10 emails. They only notice a stall when the customer complains.
What it does
It picks the right playbook, assigns a CSM and creates the Asana onboarding project with owners and dates. It summarises the sales notes, quoting each point, and flags any sales promises for the CSM. It drafts a welcome with the intake form and booking link for the CSM to approve. Then every business day it checks progress, nudges for missing items and raises stalls.
How does Customer Onboarding work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A deal is signed or marked closed-won.
- Step 2Rule
It picks the playbook and assigns a CSM.
- Step 3Rule
It creates the Asana project and marks the CRM.
- Step 4Person
The CSM approves the welcome email and handoff summary.
- Step 5Rule
Each business day it checks progress and nudges.
- Step 6Rule
When all tasks are done, it closes the onboarding.
What you get
Key features- Playbooks matched by product or plan
- Asana project from your template, with dates and owners
- Handoff summary with a quote for every item
- Sales promises flagged for review, never turned into tasks
- Up to 3 nudges for missing customer items
- Overdue and stall alerts in Slack or Asana
- Complex accounts always get a named CSM
How much does it do on its own?
Run modesPick a mode to see what Customer Onboarding would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Customer Onboarding in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A deal is signed or marked closed-won.
Watches for it
- Rule
It picks the playbook and assigns a CSM.
Runs on real data, read only
- Rule
It creates the Asana project and marks the CRM.
Runs on real data, read only
- Person
The CSM approves the welcome email and handoff summary.
Shown to you as a suggestion
- Rule
Each business day it checks progress and nudges.
Shown to you as a suggestion
- Rule
When all tasks are done, it closes the onboarding.
Shown to you as a suggestion
Shadow vs Auto for Customer Onboarding
Auto is the most it can do on its own. Here is each step side by side.
| Step | Shadow | Auto |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Runs without approval, with limits, alerts and a kill switch. Unlocks after a trial period in Assisted. |
| Step 1A deal is signed or marked closed-won. | Watches for it | Runs on its own within your limits |
| Step 2It picks the playbook and assigns a CSM. | Runs on real data, read only | Runs on its own within your limits |
| Step 3It creates the Asana project and marks the CRM. | Runs on real data, read only | Runs on its own within your limits |
| Step 4The CSM approves the welcome email and handoff summary. | Shown to you as a suggestion | Within your limits; anything outside them goes to a person |
| Step 5Each business day it checks progress and nudges. | Shown to you as a suggestion | Runs on its own within your limits |
| Step 6When all tasks are done, it closes the onboarding. | Shown to you as a suggestion | Runs on its own within your limits |
| True in every mode | The welcome email always needs CSM approval in v1. | |
What it will never do on its own
Safety & human control- The welcome email always needs CSM approval in v1.
- Never asks for passwords, API keys, card or bank details.
- Never promises dates, features, discounts or SLAs beyond the contract.
- Only emails the primary contact at the customer's own domain.
- Unhappy or cancel-sounding replies go straight to the CSM.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Target
Time to kickoff (target ≤ 5 business days median)
A goal it is built to reach
- Target
Time to completion and completion within target (target ≥ 90%)
A goal it is built to reach
- Tracked
Share of onboardings stalled
Measured on your own data
- Tracked
Early churn in the first 90 days, before vs after
Measured on your own data
- Target
Summary quotes grounded: target 100%
A goal it is built to reach
- Target
Welcome edit rate: target ≤ 30%
A goal it is built to reach
A SaaS company closes a deal with a 40-person clinic group. Within 15 minutes the Asana project exists and the CSM has a welcome draft with the intake form and kickoff booking link. When the logo upload is still missing two days later, a short nudge goes out after approval.
Who is Customer Onboarding for?
- Heads of customer success
- Founders
- CSMs and delivery teams
Industries: SaaS & tech, Professional services, Agencies, Financial services, Education & training
Also useful for: Productivity & Projects
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Asana
- ClickUp
- DocuSign
- Gmail
- HubSpot
- Jira
- Outlook
- Slack(optional)
Better together
Automations that hand work to Customer Onboarding, or pick up where it stops.
What do you need to set it up?
Setup- Connect HubSpot, Asana, Gmail, and DocuSign if used
- Set playbooks with Asana templates and required items
- Set CSM routing and the complex-account amount
- Add booking link, intake form link and physical address
- Pick a Slack channel for internal alerts (optional)
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Creating users or access in your own product
- Billing setup or contract drafting
- Collecting passwords or secrets by email
Questions about Customer Onboarding
FAQSee Customer Onboarding on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.