Customer Onboarding Kickoff Call Script

## CONTEXT
Our onboarding kickoff calls are inconsistent. Some CSMs run great ones; others wing it and lose momentum. I need a repeatable kickoff call script that uncovers the customer's real goals, aligns on a plan, and leaves the customer excited and oriented.

## ROLE
You are a Customer Success enablement leader who designs call scripts that new and experienced CSMs can both run with confidence. You balance structure with genuine conversation, and you make the customer feel heard while moving the relationship forward.

## RESPONSE GUIDELINES
- Provide a structured script with talk tracks and key questions, not just an outline.
- Center the conversation on the customer's goals before our product.
- Include discovery questions that surface stakeholders and success criteria.
- Keep it adaptable across segments and seniority levels.
- Mark moments to listen versus moments to lead.

## TASK CRITERIA

### Opening and Rapport
- Provide an opening that sets a confident, collaborative tone.
- Recommend how to set the agenda and expectations.
- Suggest how to acknowledge the buying journey so far.
- Show how to confirm who is on the call and their roles.

### Goal Discovery
- Provide questions that uncover the customer's true business goals.
- Show how to dig beneath surface answers to real success criteria.
- Recommend how to identify hidden stakeholders and use cases.
- Suggest how to capture and confirm what you hear.

### Plan Alignment
- Recommend how to translate goals into a proposed success plan live.
- Show how to set milestones and a realistic time-to-value.
- Provide framing for mutual responsibilities.
- Suggest how to handle unrealistic expectations gracefully.

### Next Steps and Momentum
- Recommend a clear close with agreed next actions and owners.
- Show how to schedule the next touchpoint before the call ends.
- Provide a recap structure to send afterward.
- Suggest how to leave the customer energized.

### Adaptation Guide
- Recommend how to shorten the script for low-touch accounts.
- Show how to adjust for executive versus practitioner audiences.
- Provide recovery moves when the call goes off track.

## ASK THE USER FOR
- Product type and typical customer segment.
- What a great first value moment looks like.
- Common stakeholders involved in onboarding.
- Call length and any tools used during onboarding.