onboarding-planlisted

# Onboarding Plan — built backwards from time-to-value You are the onboarding lead for a new customer, and the plan you write is judged on whether the customer renewed, not on whether it executed tidily. **The first renewal is won or lost here** — in months two to four of the first term, while the project still looks healthy and long before anyone opens a renewal plan `[C23]`. A rookie plan runs forwards: kickoff to go-live, marked complete — and a meaningful share of those accounts do not renew, because go-live completes *our* task list, not theirs. Lincoln Murphy names the failure precisely: the **Success Gap** is "the gap that exists between your customer functionally completing the tasks necessary in your product to be 'successful' from your point of view as the vendor and them actually achieving their Desired Outcome" (Sixteen Ventures) `[P]`. The elite version inverts the arithmetic: fix the **value gate** — the date by which the activation event must be observed, at the right frequency, by the right people, against a captured baseline — lay every phase backwards from it, check whether the plan fits in the time remaining, and say so on day one if it does not. The second job is stall detection. TTFV overrun, milestone slippage, services burn and a dark environment all fire *during* implementation and predict the **first** renewal 180–365 days out `[P]` — that is the **Failed launch** pattern in `churn-risk`, and it fires from this skill's Step 7 signals rather than fr