Key takeaways
- The handover note carries forward everything the customer already told sales.
- Promises made during the sale matter most, because they have become expectations.
- Hand over as soon as the deal is won, before the customer meets the new team.
- Keep the note where customer success works, with a pointer from the deal record.
What should a sales handover to CS include
A sales handover to customer success should include everything the customer already told you that the next team will need. If the customer has to repeat it, the handover failed.
Promises deserve the most care. A capability described loosely in a demo has become an expectation, and customer success needs to know about it before the customer brings it up.
- Why they bought, and the problem they expect solved first.
- What was promised during the sale, including anything unusual in the contract.
- The people involved: the buyer, the day-to-day user and anyone still sceptical.
- Dates that matter, such as a launch, a board meeting or a renewal.
- Open questions sales could not answer.
When should the customer success handoff happen
The customer success handoff should happen as soon as the deal is won, and before the customer's first meeting with the new team. Even a few days' gap lets context fade in the seller's head.
Book a short internal call where the seller walks the customer success manager through the note, and invite the seller to the kick-off so the customer sees continuity. An assistant can find a free slot in Google Calendar and create the internal meeting with guests; in Manual it asks before creating the event, in Plan it queues it and in Auto it creates it.
Where should the account handover note live
The account handover note should live where customer success already works, with a pointer from the deal record. For some teams that is a Notion page per customer; for others, a Slack channel per account.
Pebbles Ai can do either. Once an admin connects Notion and shares the right pages, an assistant can write the note to a page, and with the Pebbles bot in the account channel it can post a short version to Slack. Both are writes that follow your execution mode. Add a note on the deal with the page link, so anyone opening the deal later finds the handover.
How do you avoid asking the customer the same questions twice
Avoid repeat questions by having customer success read the handover and the main threads before the kick-off, then opening the call with what you already know. 'You told us the priority is the reporting rollout before your spring launch; is that still right?' shows the customer they were heard and moves the call straight to what is new.
Lasting facts about the account, such as the launch date, can be told to an assistant and kept in Company memory, which reaches colleagues' assistants. Memory holds short facts you state or confirm, not copies of the CRM record or the handover note.
How to hand a won deal over to customer success, step by step
The seller who won the deal starts this on the day it closes.
- Open the won deal and its company record, and bring the contacts, notes and tasks up to date.
- Ask the assistant to read the main email threads with the customer in your connected inbox.
- Ask for a handover note covering why they bought, what was promised, who is involved, key dates and open questions.
- Correct the draft, then ask the assistant to save it as a Notion page or post a summary to the account's Slack channel, approving it if you work in Manual mode.
- Book the internal handover call and invite the seller to the customer kick-off.
Where Pebbles Ai fits
- CapabilityProspecting & customer recordsThe company record links its people, deals, tasks and notes, which is where the handover note starts. The CRM is in Beta.
- FoundationIntegrationsThe handover can become a Notion page, on pages shared with the connection, or a short post in the account's Slack channel once the Pebbles bot is in it; each write follows your execution mode.
- FoundationAgent memoryCompany memory carries short account facts you confirm into colleagues' assistants, so the next team's chats start from them.
Common questions
Who writes the handover note, sales or customer success?
The seller who won the deal writes it, because they hold the context. Customer success reviews it and asks for anything missing before the kick-off.
What is a won deal summary for?
It is the short version of the handover, shared with the wider team: who bought, why and what was promised. The full note stays with customer success.
Should the seller stay involved after the handover?
For the kick-off, yes. After that, one clear owner on the customer success side saves the customer from wondering whom to ask.
About this page. Written by the Pebbles Ai team for people who run sales, marketing and growth. Last updated .
