Coaching client onboarding SOP template

A step-by-step onboarding SOP for coaching programs. Copy it, change the owners and tools to match your team, and use it from today.

For the reasoning behind each step, read our guide to coaching client onboarding.

Purpose

Every new client gets access, a plan and a first action within five business days of paying.

Owner

[Client success manager or operations lead]

Steps

#	Step	Owner	When	Done when
1	Payment confirmed; client record created in CRM	Automation	Instant	Client is in the “Onboarding” stage
2	Welcome email and founder video sent	Automation	Within 1 hour	Email delivered
3	Program, community and calendar access sent	[Assistant]	Within 24 hours	Client has logged in
4	Intake form sent; reminder after 48 hours	Automation	Day 1 and day 3	Form submitted
5	Kickoff call booked with assigned coach	[Assistant]	Within 3 business days	Call on calendar
6	Coach reviews intake before the call	[Coach]	Before kickoff	Notes in CRM
7	Kickoff call held; first action agreed	[Coach]	Within 5 business days	Action logged in CRM
8	Day-14 check-in	[Client success]	Day 14	Response logged
9	Day-30 check-in; first win recorded	[Client success]	Day 30	First win logged or flagged

If something goes wrong

• Client has not logged in after 48 hours: send a personal message and offer a five-minute access call.
• Intake not submitted by kickoff: run the call anyway and fill in the intake together.
• No first win by day 30: flag to the coach and the client success lead for a plan.

Checklist

• ☐ CRM record created
• ☐ Welcome sent
• ☐ Access confirmed
• ☐ Intake received
• ☐ Kickoff booked
• ☐ Kickoff held, first action set
• ☐ Day-14 check-in
• ☐ Day-30 check-in and first win