# SOP CS-001: Customer Handoff (Customer Success Coordinator)

Original editorial resource for training use. The company, roles, and account details below are fictional and illustrative. Replace every bracketed field with your own process details before use. This is a process document, not legal or compliance advice.

## 1. Document control

| Field | Value |
| --- | --- |
| SOP ID | CS-001 |
| Version | 1 |
| Title | Customer handoff by the customer success coordinator |
| Process owner | Manager |
| Applies to | Customer success coordinator, supervisor, receiving owner |
| Context | Fictional 40 person company, single customer success coordinator role |
| Effective date | [To confirm] |
| Review date | To confirm |
| Current status | Draft |
| Status values | Draft, Reviewed, Assigned, Evaluated |
| Human review | Required. A manager reads and approves this SOP, and a supervisor reviews every completed handoff, before either is treated as final. |

## 2. Purpose and scope

This SOP describes how a customer success coordinator transfers an account to a new owner so that the receiving owner knows the current state, the next action, and who is responsible for it. It covers the handoff only; it does not cover account approval, contract terms, or system access changes.

## 3. Roles

| Role | Responsibility in this SOP |
| --- | --- |
| Customer success coordinator | Prepares and submits the handoff, follows up until acceptance is recorded. |
| Supervisor | Reviews the draft handoff, checks for clarity and excluded detail, sets status to Reviewed. |
| Receiving owner | Accepts or declines the handoff in writing and takes the next action. |
| Manager (process owner) | Approves this SOP, decides ownership questions, triggers updates. |

## 4. Procedure

| Step | Action | Owner | Evidence recorded |
| --- | --- | --- | --- |
| 1 | Confirm the account record is approved by the closing owner in the CRM. If it is still in draft or the approval is missing, request approval before continuing. | Customer success coordinator | Approval flag and date in the account record |
| 2 | Verify the next action and its owner. Write the single next action in plain language with a target date and a named person. If no owner can be identified from the record, ask the manager before assigning one. | Customer success coordinator | Next action line and named owner in the handoff template |
| 3 | Prepare handoff notes that exclude secrets. Include goals, agreed scope, open questions, and the next action. Leave out credentials, access tokens, shared passwords, and detail marked confidential; link to the approved system of record instead. | Customer success coordinator | Completed handoff template, no restricted values present |
| 4 | Supervisor review. The supervisor confirms the account approval, the clarity of the next action and owner, and the absence of restricted detail, then sets status to Reviewed or returns specific edits. | Supervisor | Reviewer name, date, and status change |
| 5 | Close only on acceptance. Send the reviewed notes to the receiving owner and close the handoff once that person accepts in writing. Record the acceptance date and name. If acceptance has not arrived, keep the handoff open and follow up on the agreed date. | Receiving owner, follow up by the customer success coordinator | Written acceptance, date, and accepting name in the account record |

## 5. Role path: three lessons

| Lesson | Format | What the learner does | Completion signal | Status |
| --- | --- | --- | --- | --- |
| Lesson 1: Context | Short briefing, about 15 minutes | Reads this SOP, the handoff template, and one completed sample handoff. Notes where the account record, template, and status field live. | Learner can name the five steps and the owner of each. | Draft |
| Lesson 2: Walkthrough | Guided session with the supervisor, about 30 minutes | Watches the supervisor complete one handoff end to end using a sample account, and asks questions at each step. | Learner explains why secrets stay out of the notes and what Reviewed means. | Assigned |
| Lesson 3: Practice | Observed practice on a live handoff | Prepares a real handoff independently, submits it for supervisor review, and applies any returned edits before acceptance. | Supervisor records an observed practice result. | Evaluated |

## 6. Knowledge check

| # | Question | Expected answer |
| --- | --- | --- |
| 1 | What do you do if you cannot identify the owner of the next action? | Ask the manager before assigning one. Do not guess an owner and do not leave the field blank. |
| 2 | What must stay out of the handoff notes? | Credentials, access tokens, shared passwords, and detail marked confidential. Link to the approved system of record instead. |
| 3 | When can a handoff be closed? | Only after the receiving owner accepts in writing, with the acceptance date and name recorded. |
| 4 | Who reviews the handoff before it reaches the receiving owner? | The supervisor, who sets the status to Reviewed or returns specific edits. |

Scoring note: this check is reviewed by a person, not scored automatically. The supervisor discusses any incorrect answer before the learner moves to observed practice.

## 7. Observed practice record

| Field | Entry |
| --- | --- |
| Learner name | [Name] |
| Observer name | [Supervisor name] |
| Date observed | [Date] |
| Account or scenario used | [Account reference or sample scenario] |
| Steps completed without prompting | [List step numbers] |
| Steps that needed prompting | [List step numbers and what was prompted] |
| Knowledge check discussed | [Yes or no, plus questions revisited] |
| Result | [Ready to work independently, or repeat practice on date] |
| Status after this record | [Draft, Reviewed, Assigned, or Evaluated] |
| Observer signature or sign off | [Name and date] |

## 8. Update log

| Version | Date | Change summary | Changed by | Reviewed by | Next review date |
| --- | --- | --- | --- | --- | --- |
| 1 | [Date created] | First version of CS-001 issued for review. | [Author] | [Manager] | To confirm |
| [ ] | [ ] | [ ] | [ ] | [ ] | [ ] |

Review trigger: the process owner updates this SOP when the handoff rule changes, for example a change to the approval requirement, the review step, or the acceptance rule. On any such change, raise the version number, record it in the update log, and have the manager approve the new version before it is used for training.