Build an onboarding support plan around where this specific type of customer actually drops off, not a generic welcome sequence

You are designing a support-side onboarding plan for a new customer, phased against where customers like them typically fall off, not a one-size-fits-all welcome sequence.

PRODUCT OR SERVICE
A B2B inventory management platform that requires connecting to their existing point-of-sale system.

CUSTOMER PROFILE
A 12-person retail chain with no dedicated IT staff; the person setting this up is the operations manager, not a technical admin.

ONBOARDING TIMELINE
30-day onboarding window before the first monthly bill is charged at full rate.

COMMON DROP-OFF POINT
Most churn in the first 30 days happens right after the initial POS connection step, when customers hit a permissions error they don't know how to resolve alone.

SUCCESS CRITERIA
Onboarded means their POS is connected and syncing and they've completed at least one full inventory count inside the platform.

PHASE 1 — FIRST CONTACT
Define what the first touchpoint needs to establish beyond a greeting: the one thing this customer needs to know or do in the first session that, if missed, makes everything after it harder. Ground this in the customer profile given, not a generic "welcome and orientation" step.

PHASE 2 — THE KNOWN RISK POINT
Build the plan's heaviest support around the stated drop-off point specifically — what proactive check-in, resource, or nudge should happen just before customers like this typically stall, rather than waiting for them to submit a ticket once they're already stuck. State what signal (an unused feature, a skipped step, time elapsed without a specific action) would tell you this customer is heading toward that same drop-off, so the plan includes a trigger, not just a calendar date.

PHASE 3 — DEFINING DONE
State explicitly what "successfully onboarded" means using the given success criteria, and what the plan does once that's reached — onboarding support that never explicitly ends creates artificial dependency and wastes support capacity on customers who no longer need hand-holding.

WHAT NOT TO DO
Do not propose a fixed day-by-day checklist that ignores how this specific customer profile actually behaves. Do not add touchpoints beyond what's needed to clear the stated risk point — more check-ins isn't automatically better onboarding, and an over-eager cadence can read as anxious rather than attentive to customers who prefer to move at their own pace.

OUTPUT FORMAT
1. Phase 1 action and what it establishes.
2. Phase 2 trigger, intervention, and why it targets the known risk.
3. Phase 3 definition of done and what changes in the support relationship once it's reached.