A client kick-off deck is a vital tool in SaaS customer success. This presentation deck is usually created by a customer success manager (CSM) and presented at the beginning of the onboarding process. It serves to introduce a new client to both the product and the customer success team.

A client kick-off should be a comprehensive, visual guide tailored to each client's unique needs and goals. Crafting and delivering a well-structured and personalized kickoff deck is crucial to engaging customers and ensuring they start their journey with your product in good standing.

Roles & Responsibilities - The importance of this slide is to ensure that your customer is on the same page as your team and understands who is responsible for what. Make sure to over-communicate about roles and responsibilities to ensure everything runs smoothly. Even if these details have been discussed before, it's important to review them in case anything has changed.

‍Key Success Metrics- Including this slide is crucial for identifying the key performance indicator (KPI) metrics that matter most to your customers. Understanding your customer’s primary goals and objectives allows you to provide the metrics they need to appreciate the value of your product. Establishing these early in the process will ensure mutual success.

‍Session Overview - Use this slide to provide your customers with a detailed roadmap for the kickoff and onboarding process to ensure seamless integration of your product into their daily operations. Assign tasks to help them familiarize themselves with the product and create an interactive checklist to ensure all crucial steps are completed. This allows you to set timelines, expectations, and milestones with your customer for seamless product implementation. Adjust the plan based on the customer’s specific needs and schedule.‍‍

Recommendations & Best Practices - This is when you establish yourself as an advisor and build trust with your customer. When providing recommendations, sharing insights from similar successful customers can be beneficial. This can inspire new use cases and implementation ideas. To help your customer get the most value from your product, share tips and tricks for success. You might consider including case study highlights, go-to-market recommendations, and best practices.