Auth0 Sprint Onboarding

Sprint is Auth0’s enterprise customer onboarding program. It helps you achieve value quickly by ensuring your setup for success with your Auth0 subscription.

All customer's who subscribe to a qualifying 12 month+ subscription agreement obtained through our enterprise sales team will be offered access to Sprint Onboarding. However, the engagement varies slightly based on your subscription value, additions and support option.

Sprint Onboarding Overview

Goal

During the onboarding process, the Auth0 Customer Success Team’s goal is to fulfill our obligation to:

  • Have your subscription tenant correctly provisioned and setup in our systems (including the PSaaS Appliance deployment project in the case of on-premise/private-cloud managed service customers)
  • Receive information from you that our Customer Success Managers will use to engage with you, measure success and manage your subscription throughout its various lifecycles
  • Provide information to you around accessing and utilizing informational, training and support resources to meet your success goals
  • Offer high level initial technical architecture guidance and plug you in to our Professional Services offerings if deeper guidance or hands-on development/implementation assistance is desired

The outcome of these obligations is a Success Plan that will be co-managed by your lead contact and the Auth0 Customer Success Management team.

Sprint Onboarding Activities by Subscription

Sprint Starter Sprint Business Sprint Jumpstart
Qualifying Customers Enterprise plan Enterprise plan over USD$25k annual subscription Enterprise plan with Jumpstart or Preferred Support additions
Customer Success engagement Customer Success team Allocated Customer Success Manager Allocated Customer Success Manager
Orientation delivered via online assets Live 1:1 orientation session* and online assets Live 1:1 orientation session* and online assets
Architecture guidance Delivered via online assets and webinars Delivered via online assets and webinars, with CSM able to co-ordinate other limited guidance Delivered in Jumpstart services engagement
Auth0 foundations training Delivered via online assets and webinars Delivered via online assets and webinars, with CSM able to co-ordinate other limited training Delivered in Jumpstart services engagement
Auth0 advanced training Limited online assets and optional Services Engagement for additional fee Limited online assets and optional Services Engagement for additional fee Limited online assets and optional Services Engagement for additional fee
Success Plan Templated, self-serve. Completed plan reviewed with Customer Success Team Custom, built in consultation with Success Manager Custom, built in consultation with Success Manager

* Live sessions are delivered remotely via web conference.

Timing

The Sprint program isn’t bound by a specific time restriction, but rather it’s considered completed on delivery of the obligations and the Success Plan. For customers with a Cloud subscription, this usually takes between 1 and 3 weeks. For customers with an on-premise or private cloud managed service it can take up to 6 weeks. Sprint onboarding ends when the final Success Plan is shared with you.

What happens next?

At the conclusion of the Sprint program, our Customer Success Management team will continue to monitor your progress against the Success Plan and work with you throughout different stages of the subscription lifecycle or when things are not moving to plan. This can mean a number of different activities and interactions depending on where you’re at in the development lifecycle and based on your subscription.

Aside from engagement with our Customer Success Management team, you’ll have many other resources to move you along the journey as introduced to you in the Sprint program - this includes our support team, community forums, documentation, videos and webinars.

The table below outlines examples of the different ongoing engagement delivered by the Customer Success Management team based on your subscription.

Enterprise plan Enterprise plan over USD$25k annual subscription Enterprise plan over USD$100k annual subscription
Customer Success engagement Customer Success team, predominantly digital engagement Allocated Customer Success Manager Allocated Customer Success Manager with small subscriber management ratio and more strategic engagement
Pre-launch best practices review delivered via online assets Live 1:1 session* and online assets Live 1:1 session* and online assets
Success Plan management and review When off plan At key subscription milestones, annual reviews and when off plan Ongoing with allocated Customer Success Manager
Executive business reviews NA Annual Quarterly or as required

* Live sessions are delivered remotely via web conference.

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