# Sales-to-Customer Success handoff record

Copy this template for one closed-won deal. Replace every bracketed field. The account executive completes it; the CSM reviews and accepts it before the customer kickoff. Store it where both teams can read it, with contract terms visible only to the people who need them.

## Deal summary

- Customer: [legal name and stable account identifier]
- Opportunity: [name and record ID]
- Closed-won date: [date]
- Contract start and term: [start date, term length, renewal date]
- Account executive: [name]
- Assigned CSM: [name]
- Sales manager (decides on commitments outside the contract): [name]
- Prepared at: [timestamp]
- Status: Draft
- Accepted by CSM / accepted at: [complete only after review]

## Why they bought

[Two or three sentences: the problem the customer described, what triggered the purchase now, and the alternative they considered. Quote the customer where possible and cite the source.]

## What was sold

| Product or service | Quantity | Term | Order form line | Source ID |
|---|---|---|---|---|
| [exactly as written on the order form] | [number] | [term] | [line reference] | [S1] |

## Commitment register

List every promise made during the sales process, contracted or not. One row per commitment.

| ID | Commitment | Made by | Source ID | In contract? | Decision | Owner | Due date |
|---|---|---|---|---|---|---|---|
| C1 | [what was promised, in plain words] | [person] | [S1] | Yes / No | Honour / Amend / Decline / Pending | [person] | [date or unknown] |

Decision rules:
- In the contract: carry it into the success plan with an owner.
- Not in the contract: the sales manager decides to honour, amend or decline it. Record who decided and when. Tell the customer about any amendment or decline before kickoff, never at it.
- Unclear wording: ask the account executive what the customer heard. Keep it Pending until answered.

## Stakeholder map

| Name | Title | Role in the deal | Role from here | Confirmed? | Source ID |
|---|---|---|---|---|---|
| [person] | [title] | Sponsor / Champion / Evaluator / Approver / Blocker | [e.g. owns rollout, signs off milestone] | Yes / No | [S2] |

## Success criteria in the customer's words

| Criterion, as the customer said it | Who said it | Source ID | How we would observe it | Confirmed at kickoff? |
|---|---|---|---|---|
| "[quote]" | [person] | [S3] | [observable sign, or "to agree"] | Yes / No / Changed |

## Known risks

- Risk: [what could stop or slow the rollout]. Basis: [source IDs]. Mitigation proposed: [action]. Owner: [person].

## First milestone

- Milestone: [one observable outcome, such as first team live or first report delivered]
- Proposed date: [date]
- Customer owner: [person]
- Our owner: [person]
- Status: Proposed until confirmed at kickoff

## Open questions

1. [Question that must be answered before or at kickoff]
2. [Question]

## Source register

| ID | Record type | Record ID or location | Record date | Last checked |
|---|---|---|---|---|
| S1 | [order form, email, call note, proposal] | [reference] | [date] | [date] |

## Review before acceptance

- [ ] Products, quantities, term and start date match the order form.
- [ ] Every commitment has a source, a contract status and a decision.
- [ ] Every commitment outside the contract has been decided by the sales manager, or is Pending with an owner and a date.
- [ ] Stakeholder roles are marked confirmed or unconfirmed.
- [ ] Success criteria are quoted, not paraphrased.
- [ ] The first milestone has a date and an owner on each side.
- [ ] Sensitive terms are visible only to people who need them.

## Sign-off

- Account executive: [name, date]. I have listed every commitment I made or heard made.
- CSM: [name, date]. I accept ownership of this customer from kickoff.

Accepting this record covers the internal handoff. Messages to the customer and changes to the contract need their own approval.

## After kickoff

- Success criteria confirmed or changed: [notes]
- First milestone confirmed: [date, owners]
- Changes to the commitment register: [notes]
- Success plan location: [reference]