The Onboarding Playbook

Set the tone. Set the commitments.

Onboarding is the on-ramp into the knot — the transition from prospect to active client, right before the engagement rhythm takes over. It is project-shaped: a defined start, a defined end, and a handover into engagement. The Kickoff sets the tone and captures the commitments in writing. The Graduation — usually the first QBR — is the moment the client formally exits onboarding and enters the operating cadence. Skip either and the whole first year drifts.