How do I write an SOP for the sales to customer success handoff?

Write the handoff SOP by defining what information sales transfers (deal context, customer goals, technical requirements, stakeholder map), when the handoff happens (e.g., after contract signed), how it is communicated (handoff meeting, CRM notes, shared document), and who owns the customer relationship after the transition. Record the CRM and tool steps using a capture tool.

What information should sales hand off?

Category	Details to Transfer
Deal context	Why they bought, what problem they are solving, competitive alternatives considered
Customer goals	Specific outcomes they expect in 30/60/90 days
Technical requirements	Integrations needed, data migration details, compliance needs
Stakeholder map	Decision-maker, champion, end users, technical contact
Contract details	Plan tier, custom terms, renewal date, discount agreements
Red flags	Concerns raised during sales, support expectations, known risks
Communication preferences	Preferred channel (email/Slack), meeting frequency, time zone

What does the handoff workflow look like?

Step	Who	Action
1	Sales rep	Complete handoff template in CRM with all required fields
2	Sales rep	Schedule internal handoff meeting with CS
3	Sales + CS	30-minute handoff meeting — review context, goals, and red flags
4	CS manager	Send introduction email to customer, CC sales rep
5	CS manager	Schedule kickoff call with customer
6	Sales rep	Remain available for 2 weeks for follow-up questions

How do you document this process?

Record each step in your CRM using Glyde — filling out the handoff template, creating the handoff task, and sending the introduction email. The generated guide ensures every sales rep follows the same process, and no critical information gets lost in the transition.

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This answer is part of our guide to SOPs by role and use case.