AI SaaS Customer Onboarding Checklist

Use this checklist before onboarding an AI or SaaS customer into a new workflow. The goal is to reduce repeated setup questions, unclear escalation, and risky sharing of private customer data.

Before Kickoff

• Write the customer's desired outcome in one sentence.
• Name the owner for implementation, customer success, support, and product escalation.
• List the first workflow the customer should complete in the first 14 days.
• List workflows that are out of scope for the first launch.
• Confirm what the AI or SaaS workflow is allowed to say, route, or refuse.
• Confirm the approved data boundary before any examples are shared.

Kickoff Agenda

• Outcome: what success looks like after 14 and 30 days.
• Users: who needs onboarding and permissions.
• Workflow: where the AI or SaaS feature enters the customer's process.
• Boundaries: what the workflow does not do.
• Support: how repeated questions should be answered.
• Escalation: who owns edge cases, bugs, data concerns, billing confusion, or urgent blockers.

First-Week Checks

• First user completed the primary workflow.
• First repeated support question has a macro or owner.
• Any unclear AI output has an escalation owner.
• Any integration failure has a fallback or support path.
• Any customer confusion has a doc, macro, or onboarding update.
• Weekly status report is ready for the account owner.

Common Gaps

• No handoff from sales or implementation to customer success.
• No support macro for the top repeated setup question.
• No health score until churn risk is already visible.
• No customer-facing explanation of what changed after launch.
• No safe data rule for screenshots, transcripts, or CRM examples.

Boundary

This is customer-success operations content. It is not legal, medical, tax, investment, security incident-response, or compliance advice.