Welcome to Your Customer Portal
The customer portal is your personalized space to manage your onboarding journey. Here you can track progress, complete required tasks, access resources, and communicate with your success team. [SCREENSHOT: Customer portal home page showing tasks and progress] Caption: Your portal home page shows pending tasks, progress, and timeline at a glanceAccessing Your Portal
Via Magic Link
Most customers access the portal through magic links sent via email:Check Your Email
Look for emails from your vendor’s success team with subject lines like “Welcome to…” or “Action required:…”.
Click the Link
Click the magic link button in the email. These links are one-time use and expire after a set period.
Via Direct Login
If you have a portal account with password:Via Custom Domain
Some organizations provide branded portal URLs:onboarding.vendor.comsuccess.vendor.com- Custom domains matching your vendor’s branding
Portal Navigation
Tasks (Overview)
Your landing page showing:- Progress overview - Overall completion percentage
- AI Summary - Personalized summary of your onboarding status
- Urgent tasks - Blockers and overdue items needing immediate attention
- Action center - Pending tasks for the current phase
- Recently completed - Tasks you’ve finished
- Timeline - Visual progress through all phases
- Phase accordion - Detailed view of each phase and its tasks
Forms
Complete any forms or surveys assigned to you:- Intake questionnaires
- Configuration requests
- Feedback surveys
- Data collection forms
Documents
Upload and manage required documents:- Contracts
- Brand assets
- Data files
- Configuration documents
Schedule
View and book meetings with your success team:- Kickoff calls
- Training sessions
- Check-ins
- Go-live support
Team
View and manage your team:- See who has portal access
- Invite additional teammates
- View team activity
Settings
Manage your account:- Update profile information
- Change password
- Notification preferences
- Theme (light/dark mode)
Understanding Your Progress
Overall Progress
A percentage showing how much of your onboarding is complete:- Calculated from completed vs. total tasks
- Updates in real-time as you complete items
- Visible on your Tasks page
Phase Progress
Each onboarding phase shows its own progress:- Number of tasks completed
- Percentage complete
- Current status (Not Started, In Progress, Completed)
Task Statuses
| Status | Meaning |
|---|---|
| Pending | Task is waiting to be started |
| In Progress | Task has been started |
| Completed | Task is finished |
| Blocked | Task is waiting on something else |
| Skipped | Task was intentionally skipped |
Task Types
Customer Tasks
Tasks that require your action:- Forms - Fill out questionnaires and data requests
- Documents - Upload required files
- Reviews - Review and approve content
- Meetings - Attend scheduled calls
Vendor Tasks
Tasks your success team handles:- Configuration - Setting up your account
- Training materials - Creating customized content
- Integrations - Connecting systems
- Documentation - Preparing guides
AI-Powered Summary
Your portal may include an AI-generated summary that:- Highlights what you’ve accomplished
- Shows what needs attention
- Suggests next steps
- Updates based on your recent activity
The AI summary is optional and may not be enabled for all portals.
Getting Help
Contact Your Success Team
Your Customer Success Manager (CSM) contact information is displayed in the portal:- Email address
- Slack channel (if connected)
- Meeting scheduling link
Portal Issues
If you experience technical issues with the portal:- Try refreshing the page
- Clear your browser cache
- Try a different browser
- Contact your CSM for assistance