Guide onboarding managers through activation runbooks

Start with the metrics that define onboarding success: account activation, time-to-value, and the first aha moment. Anchor on the north star your leadership team already recognises.

1. Interview 3 recent customers to validate success milestones.
2. Document the minimum data required to evaluate activation.
3. Define leading indicators that surface accounts at-risk by day 5.

Use the event mapper inside Nextbase to standardise payloads. This ensures downstream scoring stays consistent across regions.

instrument("workspace_activated", {
  workspaceId: "ws_91fd92",
  seatsInvited: 18,
  successManager: "andrew@nextbase.com",
});

If you use Segment or RudderStack, map event properties directly using the integration guide so you avoid dual schemas.

Adoption scores update every eight minutes. Pair them with lifecycle recipes and connect your CRM owner so nothing gets dropped.

• Create a play when score < 40 to alert the CSM.
• Trigger a celebration sequence when score > 75.
• Schedule a quarterly review if score improvement stagnates for 14 days.