Manage Customer Onboarding
Use structured onboarding checklists to guide new clients through their initial setup and track progress to completion.
Overview
The Customer Onboarding module in Customer Success gives you a structured, checklist-driven process to guide new clients through their first days on the platform. Every task is tracked, assigned, and timestamped — so nothing falls through the cracks.
Note on modules: Customer onboarding lives under Customer Success → Onboarding — not ERP. The ERP module has its own onboarding section for project-based client onboarding (e.g. a new IT deployment project). If you are onboarding a new client to your managed services, use Customer Success.
Before you begin
- The client must exist as a company record in your CRM before you can create an onboarding plan for them.
- Make sure your team has the Customer Success module enabled on your subscription.
Create an onboarding plan
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Go to Customer Success → Onboarding and click + New Onboarding Plan.
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Select the client — search for their company in your CRM.
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Choose a template — Plenix ships with starter templates for common scenarios:
- IT Managed Services Onboarding
- Software / SaaS Client Setup
- Legal Client Onboarding
- General Business Onboarding
You can also start from a blank checklist and build it yourself.
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Set the target completion date — when you expect onboarding to be fully complete.
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Assign a success manager — the team member responsible for guiding the client through onboarding.
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Click Start Onboarding Plan.
Work through the checklist
The onboarding plan shows tasks grouped into phases (e.g. Welcome, Technical Setup, Training, Sign-off). Each task has:
- A status: Not Started / In Progress / Complete
- An assignee — your team member OR the client themselves
- Notes and optional file attachments
- A due date
Assigning tasks to the client
If a task requires action from the client (e.g. "Provide network diagram", "Sign off acceptable use policy"), assign it to the client contact. They receive a portal link to view and complete their tasks without needing a full Plenix account.
Completing tasks
Click any task to open its detail panel. Work through it, add notes or attachments, and click Mark Complete when done.
Track progress
The onboarding plan shows an overall progress bar (% of tasks complete). The client's progress is also visible:
- On their CRM company record — in the Customer Success tab
- On the Customer Success dashboard — grouped by status (On Track / At Risk / Overdue)
- In their health score calculation — incomplete onboarding reduces their score
Where to go next
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