CLIENT ONBOARDING & KICKOFF AGENDA — Scale and Beyond
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1 · BEFORE THE KICKOFF CALL
What the client needs to send over before the call, named specifically —
not "relevant materials":


What you need to have ready to show them, so the first call produces
something rather than just introductions:


2 · KICKOFF CALL AGENDA
Time allocated:                              Total call length:

Opening — who's in the room and what each person owns (5 min)


Objective — restated in the client's own words, checked for agreement (10 min)


Current state — what's working, what isn't, in their account today (15 min)


Plan for the first 30 days — specific, not directional (15 min)


Access & logistics — confirmed live on the call, not left for email (10 min)


Questions & what happens next (5 min)

3 · ROLES & POINTS OF CONTACT
Client side — name, role, decision authority:


Agency side — name, role, what they own:


Who is the single point of contact for day-to-day questions on each side:


4 · ACCESS & LOGISTICS
Accounts and logins needed, and who's granting access:


Tools and platforms both sides need to be in (Slack, shared drive, project tracker):


Billing and invoicing contact, if different from the main point of contact:


5 · FIRST 30 / 60 / 90 DAY MILESTONES
Day 30 — what's live and what's been learned:


Day 60 — what's been adjusted based on early data:


Day 90 — the number that answers "is this working":


6 · COMMUNICATION CADENCE & REPORTING
Standing call — day, time, who attends:


Reporting — format, frequency, who sends it:


Response-time expectation for non-urgent questions:


7 · ESCALATION PATH
What counts as urgent enough to skip the standing call:


Who gets contacted first, and how, if something needs to move fast:


8 · WHAT SUCCESS LOOKS LIKE AT 90 DAYS
In one sentence, agreed by both sides before day one:


What would make this relationship worth continuing past the initial term: