Client Onboarding Checklist
A client onboarding checklist for agencies: contract, access, kickoff prep, communication rules and first deliverables, so every new client starts the same way.
- Typical schedule per new client
- The checklist 5 sections, 25 items
- Variables
{{client}}{{account_manager}}
Use this checklist from the moment a proposal is signed until the client has seen their first piece of real work. Onboarding is where the relationship's habits are set: how fast you reply, who approves what, and where files live. A repeatable process also makes your agency look organised to a client who has just taken a risk on you.
Who owns it
The account manager or project lead owns the run. Finance usually handles the deposit invoice, and a technical lead collects access. Assign those items in the run so nothing waits on an unclear owner.
Common pitfalls
- Starting work before the paperwork is done. Unsigned contracts and unpaid deposits are much harder to fix once the team is busy. Hold the kickoff until both are in.
- Access collected by email. Passwords end up in inboxes forever. Ask the client to invite you as a user, or share credentials through a password manager.
- No single decision maker. If three people on the client side can approve work, feedback will conflict. Name one approver in writing.
- Silent first weeks. Clients get nervous when they see nothing. Schedule an early, small deliverable and a regular status update from day one.
Run it once per new client and keep the finished run as a record of what was agreed and when access was granted. That record is useful again when the engagement ends.
The checklist: Onboard client {{client}}
Contract and billing
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Signed contract or statement of work for
{{client}}is filedStore the countersigned PDF where the whole team can find it, not only in one inbox.
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Scope, deliverables and what is out of scope are written down in one place
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Deposit or first invoice sent and payment terms confirmed
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Client billing contact, billing address and VAT or tax ID recorded
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Purchase order number obtained if the client requires one optional
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Data processing agreement signed if you will handle personal data optional
Contacts and communication
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Primary contact and single approver on the client side named
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{{account_manager}}introduced as the agency's main contact -
Communication channel agreed (e.g. email, shared Slack channel, project portal)
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Expected response times and working hours shared with the client
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Recurring status meeting or written update scheduled
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Escalation path agreed for urgent issues
Access and assets
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Access requested to the systems you need (e.g. CMS, analytics, ad accounts, hosting, DNS)
Ask to be invited as a named user. Avoid shared logins so access can be removed cleanly later.
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Credentials stored in the agency password manager, not in email or chat
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Brand assets received: logo files, fonts, colours, brand guidelines
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Existing content, research and past reports collected
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List of all access granted recorded in the client file
You will need this list for offboarding.
Internal setup
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Client folder and project created in your project management tool
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Time tracking project and budget set up
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Internal team briefed on the client, goals and scope
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Recurring work set up as scheduled runs (e.g. monthly reports, maintenance) optional
Kickoff and first weeks
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Kickoff meeting scheduled and agenda sent in advance
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Goals and success measures agreed with the client in writing
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First small deliverable scheduled within the first weeks
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Check-in with the client after the first month on how onboarding went
Checklist as Markdown
Frequently asked questions
What should a client onboarding checklist include?
It should cover four things: the commercial basics (contract, scope, invoice), who talks to whom and how, the access and assets you need to start work, and the kickoff with agreed goals. Anything that you have forgotten at least once with a past client belongs on the list.
How long should client onboarding take?
For a small agency, the admin part usually fits into the first one to two weeks. The biggest delay is almost always waiting for access and assets from the client. Send that request on the day the contract is signed, and follow up within a few days.
Should onboarding be different for retainer and project clients?
The core steps are the same. Retainer clients need more setup for recurring work, such as a reporting schedule and a regular check-in. Project clients need a sharper scope and a clear end date. Mark the items that do not apply as optional and skip them in the run.
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