Playbook: Onboarding a New Gym (End-to-End)

Playbook: Onboarding a New Gym

This is the complete end-to-end workflow for onboarding a new gym from lead conversion to fully operational. Follow these steps in order.

Phase 1: Pre-Activation

  1. Lead converts to "Won" status (see "Converting a Lead to a Gym Account")
  2. Create the gym account with owner details
  3. Assign the correct subscription plan tier
  4. Generate and send the SaaS contract for signature
  5. Add internal notes about any special arrangements or requirements

Phase 2: Activation

  1. Set gym status to Active
  2. Verify the Starter Pack was provisioned (10 automation flows + 17 email templates)
  3. Schedule an onboarding call within 48 hours
  4. Send the owner relevant KB article links for self-service setup

Phase 3: Onboarding Call

During the onboarding call, walk the owner through:

  1. Profile setup — Gym name, logo, timezone, location, currency
  2. Team setup — Adding coaches and managers
  3. Schedule — Creating their class timetable
  4. Memberships — Setting up membership plans and pricing
  5. Stripe connection — Connecting their Stripe account for payments
  6. Website — Building their branded gym page
  7. Member import — If migrating, assist with CSV import

Phase 4: Go-Live Verification

  1. Enter the gym and verify all configuration is correct
  2. Check Stripe connection is working (test payment if possible)
  3. Verify class schedule is published and correct
  4. Check membership plans are configured with proper pricing
  5. Verify automation flows are active and email templates are in place
  6. Mark onboarding stage as "Go Live"

Phase 5: Follow-Up (Week 1-2)

  1. Check in after 3 days — any issues or questions?
  2. Verify the SaaS contract has been signed (automation reminder fires at day 7 if not)
  3. Review their member count and engagement in the first week
  4. Address any support tickets they've raised

Checklist Summary