Internal Launch Industries documentation. Do not share outside the team.
Launch Playbook
2. Client Onboarding & Initiation

Client Onboarding and Initiation

2.1 The Psychology of Onboarding

The period immediately following the signing of a contract is critical for the foundation of success and is a fragile time, fraught with potential missteps and potential for error in execution. The client has committed time and/or capital but has not yet seen a return. At Launch Industries, our onboarding process is designed to be a "High Priority" relay race between the Launch Business Office, Launch Finance Office, and the Client Success Manager. The goal is to seamlessly transition the client from "Sold" to "Served."

2.2 The "New Direct Client" Workflow

This workflow is triggered immediately upon the client moving to "Active" status. When a New Client Onboarding form is received via JotForm, a task will automatically be created in our ClickUp account under “Client Admin” -> Onboarding -> [“Hourly Flex Client”, “Registered Agent Client”, “Bookkeeping Client”, etc.] Upon arriving in one of these lists, our Launch Office team is tagged. Then, the Launch Office team member must load the appropriate template which contains the full set of onboarding tasks for that client type.

Phase 1: Pre-Flight & Handoff (Business Office & Finance)

Before the CSM takes full control, the following steps are handled by the Launch Business Office/Finance (and some by the CSM). Each task is assigned in our project management software, ClickUp. Each task receives an “Assignee”, a “Due Date”, and a “Priority”.

  1. Financial Setup:
  • Payment Sheets: Finance Office adds client to employee/subcontractor payment sheets.
  • Forecasting: Finance Office adds clients to the P&L Pro-Forma for revenue forecasting.
  1. Harvest Setup (High Priority):
  • Goal: Enable billing immediately. Create the Project in Harvest. Set the Billable Rate and Budget type. Assign relevant Team Members so they can track time today. Note: as changes occur to project needs, team members, project tasks, or budgets, the PM is responsible for ensuring these changes are made in Harvest. All project managers have access permissions to complete these changes, but they are also welcome and advised to consult with, or request support from, the Launch Office as needed.
  1. Google Drive Configuration:
  • Create a new "Client Folder" in the Active Clients directory (opens in a new tab).
  • Add details to the "Master Client List" spreadsheet.
  • Locate the signed Agreement (MSA/SOW) and file it. If missing, alert the Launch Business Office immediately.
  1. ClickUp Infrastructure:
  • Create a new "Client List" in the correct Space. Assign the PM as the owner.
  • Create a ClickUp Doc using the "Client Profile Template." Populate with Jotform intake data.
  • Add client to the "Finance/Billing" section in ClickUp.
  1. Communication Setup: Create a new Slack channel (e.g., #proj-clientname) and invite team members.
  2. CRM Hygiene (Nutshell): Ensure "Assignee" is correct. Update Person/Company records with UBI/EIN from intake. Update Tags to "Active Client."
  3. Security Setup: Create a new shared Vault in 1Password. Never email passwords.
  4. Web & Compliance Research:
  • LinkedIn: Follow Client Person and Company.
  • SOS: Add company to WA Secretary of State "Watch List."
  • Licenses: Verify business license status in Seattle/WA State. Notify CSM of any issues.

Phase 2: Client Success Manager’s Execution Checklist

The CSM is ultimately responsible for the digital infrastructure of the account.

  1. Verify Phase 1: Ensure quality assurance on account setup.
  2. Intake & Scope Review: Analyze the New Client Onboarding Form (Jotform). Look for pain points/deadlines.
  3. Team Assignment: Determine necessary team members (PMs, Specialists). Verify participation and add them to Harvest/Slack.
  4. The "Hype" Post: Write a short introduction in #announcements to introduce the new client to the team.
  5. Client Service Standard: If the Business Office hasn't sent the Welcome Packet (including the "Roles" PDF), the CSM/PM must attach it to their introductory email.

Phase 3: The Kick-off Meeting

Typically handled by the Client Success Manager.

  1. Agenda: Use Fellow to create a collaborative agenda sent 24 hours in advance.
  2. The "Fathom" Protocol: Explicitly introduce Fathom (AI Note Taker) at the start: "I am using an AI Notetaker called Fathom to record and transcribe our session so I can focus on you rather than typing, plus I can send you notes and a recording of this session for your re-review as needed.” If a client is uncomfortable with being recorded, turn it off.
  3. Project Plan: Create a plan with the Client. Walk through deliverables.
  4. Scope Boundaries: For Flat-Rate Projects, explicitly state what is out of scope (e.g., "This covers the HR Handbook, but not legal defense"). If a client is on an Hourly Flex Plan and wants to add to the scope, this is fine and good - but please let them know if you think the project will exceed their desired hours budget (if they have one).
1. Foundations of Consultancy PM3. Operational Execution