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What is the best way to structure a client onboarding SOP for an agency?
March 6, 2026·2 min read·SOPs by Role and Use Case
Structure a client onboarding SOP in four phases: pre-kickoff (welcome email, questionnaire, access requests), kickoff (meeting agenda, goal alignment, team introductions), setup (tool access, project board, reporting dashboard), and first delivery (initial audit or deliverable). Each phase has a checklist with assigned owners and deadlines. The SOP ensures consistent onboarding regardless of which account manager runs it.
What are the four phases?
| Phase | Timeline | Key Actions | Owner |
|---|---|---|---|
| Pre-kickoff | Day 1-3 | Welcome email, onboarding questionnaire, access request form | Account manager |
| Kickoff | Day 3-5 | Meeting with agenda template, goal alignment, KPI agreement | Account manager + strategist |
| Setup | Day 5-10 | Tool access, project board, dashboard, content calendar | Project manager |
| First delivery | Day 14-21 | Initial audit, strategy document, or first campaign | Full team |
What does the checklist look like?
Pre-Kickoff Checklist
- Send welcome email with onboarding questionnaire
- Request access to analytics, ad accounts, CMS, social accounts
- Collect brand assets (logo, guidelines, tone of voice)
- Create client folder in shared drive
- Add client to project management tool
Kickoff Checklist
- Send calendar invite with agenda
- Review goals and success metrics
- Introduce team members and roles
- Confirm communication preferences (email, Slack, frequency)
- Set expectations for first deliverable
How do you document each step?
Record the tool-based actions — sending the welcome email template, setting up the project board, configuring the reporting dashboard — using Glyde. The auto-generated guides become the how-to reference for each checklist item.
This answer is part of our guide to SOPs by role and use case.