Closed-won triggers the onboarding chain: internal handoff with context, customer welcome sequence, milestone tracking, and the 90-day expansion watch. Sales context must survive the handoff — that's the workflow's real job.
Internal handoff
Closed-won → CS assignment by segment rules → handoff doc auto-compiled (deal history, stakeholders, promised outcomes, open questions from sales cycle) → kickoff task created. The doc kills the "so tell me about your goals again" kickoff.
Customer welcome
Welcome sequence from the CSM's mailbox: kickoff scheduling, resource orientation, first-milestone framing. Agent-drafted, CSM-approved — personal tone at scale.
Milestone tracking
Condition triggers on onboarding milestones (first value event, first admin trained). Missed-milestone conditions escalate to the CSM before the customer feels stuck.
Expansion watch
Day 90: healthy accounts (milestones hit, engagement strong) enter the expansion-signal watch — usage nearing limits, new-team hiring, funding — feeding CS-qualified expansion plays.
