Start with the agreed plan
Give Nema the approved onboarding plan, milestone definitions, target dates, stakeholders, and the progress records the team trusts. State which items require customer confirmation and which belong to your team.
If the plan changed after kickoff, include the decision that changed it. Nema should compare progress with the current plan rather than reporting an obsolete deadline as a failure.
Show evidence for progress
Ask Nema to mark an item complete only when the supplied record meets the milestone definition. A Slack message saying a file was sent may not mean the customer approved it. A scheduled workshop is not a completed workshop.
The checklist should link to the evidence and show the last update time. This helps the success manager challenge a status without hunting through the full channel.
Put missing inputs in owner order
Group outstanding work by the person or team that can move it. Each item needs a clear input, due date when one is agreed, and the milestone it affects. Leave the owner open when the plan does not name one.
Dependencies make the list more useful. If configuration cannot begin until the customer supplies an approved data sample, place that relationship beside both items.
Draft the next update
Nema can prepare a concise customer update covering completed milestones, the next shared step, and questions that need an answer. The success manager checks tone, recipients, dates, and any commitment before sending.
The workflow does not provision users, change product settings, or complete technical setup unless those exact actions have separate, verified authorization. It helps the owner coordinate the work in Slack.
Try one active onboarding
Choose an account with a clear plan and a manageable set of milestones. Ask Nema for the progress packet and inspect every completed item. Have the success manager correct ambiguous status language, then save the corrected milestone definitions for the next run.
Questions from success teams
Can Nema update the project plan?
Begin with a draft based on supplied records. Any write access to a planning system needs separate configuration and clear change authority.
What if the customer misses a date?
Show the agreed date, current evidence, and affected dependency. The success manager decides how to adjust the plan and communicate it.
Does Nema send the progress email?
This workflow drafts the update. A human reviews the recipients, wording, and promises before external sharing.