Customer Onboarding Dashboard

CSM Accountability & Sales-to-CS Handoff Quality — RelayStack ($14M ARR, 310 new logos/year)

Goal: Lift handoff quality score from 68 to 82 and cut kickoff lag from 9d to 4d

Handoff Score

+5 vs Q1

Kickoff SLA

84%

+12% vs Q1

COEI

+8 vs Q1

Stakeholder Cov

79%

+11% vs Q1

Kickoff Lag

-3d vs Q1

Escalation Rate

11%

+2% vs Q1

Handoff Score by AE Team

COEI vs 90-Day Retention

Handoff-to-Kickoff Lag Trend (Last 90 Days)

Handoff Completeness Heatmap (Field × Completion Rate)

Field

Jan

Feb

Mar

Apr

May

Jun

Success Criteria

62%

71%

74%

82%

86%

89%

Stakeholder Map

68%

72%

78%

81%

84%

87%

Technical Reqs

89%

91%

92%

93%

94%

95%

Use Cases

76%

79%

82%

85%

87%

90%

Risk Flags

54%

59%

67%

73%

78%

81%

Exec Sponsor

71%

74%

77%

80%

83%

86%

CSM Effectiveness Drivers (Radar)

Sales Promise Drift Index

Measures delta between sales commitments and CS-deliverable scope (0=perfect alignment, 100=maximum drift)

Accounts with Handoff Gaps (Top 10 by Risk Score)

Account	AE	CSM	Handoff Score	Missing Fields	Kickoff Lag (d)	Risk
Acme Corp	Sarah Chen	Mike Torres	48	Success Criteria, Risk Flags	12	High
Globex Inc	Jason Park	Elena Rodriguez	52	Stakeholder Map, Exec Sponsor	10	High
Initech Ltd	Sarah Chen	David Kim	56	Success Criteria	9	Med
Umbrella Co	Tom Anderson	Mike Torres	59	Risk Flags, Use Cases	8	Med
Soylent Corp	Jason Park	Rachel Green	61	Exec Sponsor	7	Med
Cyberdyne	Sarah Chen	David Kim	63	Risk Flags	7	Med
Weyland Corp	Tom Anderson	Elena Rodriguez	65	Stakeholder Map	6	Med
Tyrell Corp	Jason Park	Mike Torres	67	Success Criteria	5	Med
Stark Ind	Sarah Chen	Rachel Green	69	Use Cases	5	Med
Wayne Ent	Tom Anderson	David Kim	72	Risk Flags	4	Low