Closed Won should hand CS a brief, an owner and a kickoff clock.

• Sales data (ACV, products, close date, handoff fields) is written by the CRM and read by the CS platform.
• CS data (health score, onboarding stage, renewal risk) is written by the CS platform and pushed back read-only.
• CSM Owner is written once, by the CRM assignment automation, then synced.
• HubSpot + Salesforce: fire from wherever contracts and line items are authoritative, usually Salesforce once the deal syncs. Never both. If payment, not signature, should start onboarding, use the pay-to-kickoff trigger.

• HubSpot: Settings > Data Management > Properties > Deal. Create handoff_primary_outcome (dropdown), handoff_success_criteria, handoff_promised_commitments, handoff_go_live_target, handoff_risk_level. On Company: csm_owner (HubSpot user), onboarding_status, customer_segment.
• Salesforce: Opportunity Primary_Outcome__c, Handoff_Success_Criteria__c, Promised_Commitments__c, Go_Live_Target__c, Handoff_Risk_Level__c. Account CSM__c (Lookup User), Onboarding_Status__c, Customer_Since__c.
• Stakeholders as roles, not notes: deal–contact association labels (HubSpot) or OpportunityContactRole (Salesforce) for Champion, Economic Buyer and Implementation Lead.

• HubSpot: Settings > Data Management > Objects > Deals > Pipelines. On the Closed Won row, choose Conditional logic rules > Add rule and tick Required on each property. Without the tick, HubSpot only prompts. You need Edit property settings permission, and calculated or score properties can't be used.
• HubSpot documents enforcement for users who manually create or move records. Treat workflows, imports, integrations, API and mobile as unenforced until you test them.
• Backstop workflow: deal enters Closed Won and any handoff property is unknown → notify the AE and their manager, create a task, set Handoff Status = Incomplete.
• Salesforce: a validation rule on Opportunity. Give the custom permission Bypass_Handoff_Validation to the integration user and admins only. Contact roles can't be checked in a formula, so require one Champion and one Implementation Lead with a before-save flow or a roll-up count.

AND(
  ISCHANGED(StageName),
  ISPICKVAL(StageName, "Closed Won"),
  NOT($Permission.Bypass_Handoff_Validation),
  OR(
    ISBLANK(Handoff_Success_Criteria__c),
    ISBLANK(Implementation_Contact__c),
    ISBLANK(Go_Live_Target__c),
    ISBLANK(TEXT(Handoff_Risk_Level__c))
  )
)

• HubSpot: deal workflow, trigger Deal stage is Closed Won. Branch on Segment, ACV band or region. Use Rotate record to owner across the pod, or Edit record for named accounts, then copy the value to the associated company CSM Owner. Select that property when you set up the CS workspace.
• Check which owner property Rotate can write in your portal. If it only writes record owner, rotate on the onboarding ticket and copy that owner to the company. Add an enrollment guard, CSM Owner is unknown, so expansion deals don't reassign customers.
• Salesforce: after-save record-triggered flow on Opportunity, StageName = Closed Won, run only when updated to meet the conditions. If Account.CSM__c is blank, look up CSM_Assignment_Rule__mdt by segment and region, or round robin through CSM_Queue_Member__c sorted by Last_Assigned__c and stamp it with NOW(). Insert an AccountTeamMember with role Customer Success Manager.

• HubSpot: Create record > Ticket in an Onboarding pipeline: Handoff Received, Kickoff Scheduled, Kickoff Held, Configuration, Training, Go-Live, First Value Confirmed, Graduated to BAU. Owner is the CSM. Associate the deal, company and contacts, copy the handoff properties, and name it "[Company] – Onboarding – [Close Date]".
• A ticket is fastest but needs pipeline filters to keep support reports clean. A custom object (Enterprise) is the cleanest model, but avoid it if onboarding will sync to Gainsight through the native connector.
• Salesforce: Create Records > Onboarding__c (master-detail to Account, lookup to Opportunity) with Stage__c, Kickoff_Scheduled_Date__c, Kickoff_Held_Date__c, Go_Live_Date__c, First_Value_Date__c. Build in Flow; Process Builder is retired.
• Using an onboarding PSA such as Rocketlane or GuideCX? Create the project from this step through its connector or a webhook.

• HubSpot: Send in-app notification or internal email with ACV, products, success criteria, commitments, risk and implementation contact. Add Send Slack notification to #cs-new-customers. Create the task "Schedule kickoff", due in 2 business days.
• Risk Level = High: a Slack DM to the CS director with the risk notes.
• Salesforce: Send Custom Notification, the Slack: Post Message action, and Create Records > Task.
• AI can draft the narrative. HubSpot's opt-in beta Automated Sales to CS Handoff adds a Generate Handoff Data button on company records (HubSpot KB, Mar 2026), or use JayOh's Closed Won handoff brief agent. The required fields stay the contract.

• HubSpot: ticket workflow enrolling on stage Handoff Received. Delay 2 business days; if the stage hasn't moved, notify the CS manager, set SLA Breach = Kickoff not scheduled and post to Slack. Repeat for Kickoff Held (10 days from close) and Go-Live against the target date.
• Help desk SLAs (Service Hub Pro+) measure first response and time to close. Milestone SLAs are easier to control with delays, date properties and the "date entered stage" stamp.
• Salesforce: scheduled paths on the Onboarding__c flow. Two days after CreatedDate with no kickoff scheduled: notify the manager. Ten days after close with no kickoff held: escalate. Add Days_To_Kickoff__c and SLA_Status__c formula fields.

• Capture outcomes as properties: Kickoff Held Date, Success Plan Confirmed, Exec Sponsor Attended. Setting Kickoff Held Date moves the onboarding stage by workflow.
• Let the CSM accept the handoff: a Handoff Accepted checkbox and a 1–5 Handoff Quality score. Rejections route to the AE manager and become a coaching metric.

• Pre-work: dedupe HubSpot companies. Company Sync upserts on companyId → HubSpot Account ID, so duplicates become duplicate Gainsight Companies.
• Run Company Sync, Company Person Sync and User Sync. User Sync (ownerId → HubSpot User Id) is how csm_owner resolves to a Gainsight user.
• Deal and Ticket aren't out-of-box. Build a custom job that pulls Closed Won deals and handoff_* fields into a custom object such as Onboarding Handoff, using derived mapping to the Company GSID.
• Keep handoff data on standard objects. Custom-object sync was a community idea opened Feb 2021 and marked "prioritized" in Mar 2022, with S3 as the workaround. Check your tenant before designing around custom objects.
• Rules Engine on the Deals dataset (dealstage = closedwon, recent close date): create an Onboarding CTA owned by the Company CSM, and Load to Company for Stage, CSM and ARR.
• Salesforce is Gainsight's deepest integration: real-time sync for Account, Contact and Case only; Opportunity via the Renewal Management job or a custom job; write-back only through the linked connection. Changing the integration user's password revokes the connection.

• Gainsight: turn on job failure notifications for every connector job and Job Chain.
• CRM daily alerts: Closed Won in the last 7 days with no onboarding record; customers with CSM Owner unknown; GS Health Score not updated in 48 hours, a stale-sync proxy.
• Dashboard: % of Closed Won with a complete handoff on first attempt, median days to kickoff scheduled and held, % meeting the kickoff SLA, median days to First Value Date, and 90-day logo retention by cohort.
• Define first value as a business event, such as first revenue processed or first report delivered, agreed with CS and finance. That makes time to value reportable and ties it to net revenue retention.