Key takeaways
- Send within a day of signing, from the person who runs onboarding.
- Name people and roles on both sides, so nobody wonders who to ask.
- One first milestone with a date gives the project its shape.
- List what you need from them; missing access delays most kickoffs.
Who should send a new client welcome email
The person who will run onboarding should send the new client welcome email, with the seller copied. It moves the relationship from the person who sold to the person who delivers, and the customer learns who to contact from day one.
If the seller stays involved, say how, so the customer knows who handles commercial questions and who handles setup.
What belongs in a kickoff email after signing
Logistics, people, the first milestone and your requests belong in it; product tutorials and upsell offers do not.
- The kickoff date, length and attendees, with the calendar invitation sent separately.
- Named contacts on both sides, each with a role in a phrase.
- The first milestone, with a date the customer has agreed to.
- What you need before kickoff: access, data, a list of users or a decision.
How a customer onboarding email differs from the internal hand-over
The customer email tells the buyer what happens next; the internal hand-over tells your own team what was promised during the sale. Write the hand-over first, so the welcome does not contradict anything the seller said.
Keep internal notes out of the customer email, such as deal terms, discounts or concerns raised during the sale.
What to do if the welcome email gets no reply
Call or message the main contact before kickoff, rather than sending a second email. Silence from a new customer usually means the champion is busy or the email reached the wrong person, and both are quicker to fix in a conversation.
If kickoff has to move, agree the new date and resend the invitation, so the first milestone moves with it.
How to write a customer welcome email, step by step
Read what was promised before you write what happens next.
- Read the internal hand-over, so you know what was promised during the sale.
- Agree the kickoff date and attendees with the seller and the customer's champion.
- Name the contacts on both sides, each with their role.
- Set one first milestone with a date the customer can accept.
- List what you need before kickoff, and send the calendar invitation separately.
The new customer welcome email
Send it within a day of signing, from the person running onboarding. Change the milestone paragraph first, so it matches what was agreed during the sale.
Subject: Welcome to [product]: kickoff on [date]
Hi [first name],
Welcome to [product], and thank you for choosing us. I am [your name], and I will run your onboarding with [colleague], who you met during the sale.
Kickoff is on [date] at [time], for [length]. From your side we suggest [names or roles]; from ours, [names and roles]. A calendar invitation follows separately.
Our first milestone is [the milestone, such as your first team working on live data] by [date]. Before kickoff, it would help to have [what you need: access, data or a user list].
If anything changes, or someone else should be involved, reply here and I will adjust.
Kind regards,
[your name]
[your title]
Leave product tutorials, upsell offers and internal deal notes out of this email, and keep it to one screen.
Where Pebbles Ai fits
- FoundationIntegrationsWith Google Calendar connected, an assistant can find a free slot and create the kickoff with guests; creating the event follows your execution mode.
- FoundationAgent memoryProject memory keeps the facts you share about the customer's onboarding within chats filed under that project, so later drafts start from the same plan.
- CapabilityOutreach contentAn assistant drafts the welcome email in chat, in the personality you choose, and saves it in your connected Gmail or Outlook mailbox.
Common questions
When should you send a welcome email to a new customer?
Within one working day of signing. The buyer's attention is highest then, and a delay suggests onboarding will be slow too.
Should the welcome email include training materials?
Only a link or two, if the customer asked. The kickoff is the place to plan training, once you know who needs what.
How long should a customer welcome email be?
Short enough to read on one screen, in four or five paragraphs. Anything longer belongs in the kickoff agenda.
Can Pebbles Ai send the onboarding emails that follow?
No. Pebbles Ai does not run onboarding sequences or schedule follow-up emails. Ask an assistant for each one when it is due, and it drafts it from the project's context.
About this page. Written by the Pebbles Ai team for people who run sales, marketing and growth. Last updated .
