Marketing agency · Client services
Client offboarding
End a client relationship cleanly, with every account handed over and nothing left open. The client confirms the takeover of their accounts and files through a shared link, agency access is removed on a recorded date, and the exit feedback becomes lessons for the team.
- Duration: 2 to 6 weeks
- How often: For every client that leaves
- Steps: 9 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
The client asks for their ad account months later, and nobody knows who owns it.
Agency users stay on client accounts long after the contract ends.
The final invoice misses hours or prepaid media spend.
The client leaves and nobody learns why.
With it
Every account and asset is listed, and the client confirms admin access.
Agency access is removed on a recorded date.
Finance settles hours, costs and media spend in one final invoice.
The exit feedback and the lessons are recorded on the run.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
A client gives notice or decides not to renew. The account manager starts a run with the client name and the last contract day.
- 1
Confirm the end date and the handover plan
Day 1Account manager · Team
Confirm the last contract day with the client, agree which deliverables will still be finished, and tell the team.
Checklist
- Notice period checked
- Final deliverables agreed
- Team told
Fields to fill in
- Client name (required)
- Last contract day (required)
- Reason for leaving (required)
- Client contact email (required)
- 2
List every account and asset to hand over
Days 1 to 3Project coordinator · Team
List the ad accounts, analytics, social profiles, domains and files the agency manages for the client, with who owns each one today.
Checklist
- Ad and analytics accounts listed
- Social profiles and domains listed
- Final and source files listed
Fields to fill in
- Accounts and assets to hand over (required)
- Active campaigns and their end dates
- Link to the client folder (required)
- 3
Draft the handover summary
Day 3Handover writer · AI agent
The handover writer drafts the handover summary from the run: what was delivered, the active campaigns, open items, and each account and asset with its next owner.
Fields to fill in
- Draft handover summary (required)
Checked by: The account manager corrects and approves the summary in step 4.
- 4
Approve and send the handover summary
Day 4Account manager · Team
Check the summary against the asset list and the campaigns, correct it and approve it. Then email it to the client together with the shared link.
Checklist
- Every account and asset listed
- Active campaigns and end dates correct
- Open items assigned
Approval: Nothing goes to the client until the account manager approves the handover summary.
- 5
Client takes over the accounts and files
Days 5 to 10Client contact · Shared link
Using the handover summary the account manager emailed, the client confirms through the shared link that they have admin access to each account and the files, and names the new owner.
Checklist
- Admin access to the ad accounts confirmed
- Admin access to analytics confirmed
- Final and source files received
Fields to fill in
- New account owner's email (required)
- Anything missing
- 6
Stop campaigns and remove agency access
Last contract dayProject coordinator · Team
Pause or hand over the active campaigns as agreed, then remove every agency user, saved password and freelancer from the client's accounts and tools.
Checklist
- Campaigns paused or handed over
- Agency users removed from every account
- Saved passwords deleted
- Freelancer access removed
Fields to fill in
- Access removed on (required)
- 7
Send the final invoice
After the last contract dayFinance manager · Team
Invoice the final hours and costs, settle any prepaid media spend and stop the retainer in billing.
Checklist
- Final hours and costs included
- Prepaid media spend settled
- Retainer stopped in billing
Fields to fill in
- Final invoice amount (required)
- Final invoice paid
- 8
Client gives exit feedback
After the last contract dayClient contact · Shared link
Through the shared link, the client rates working with the agency and says what should have been different.
Fields to fill in
- Rating of working with us (required)
- What we should have done differently
- 9
Close the account and share the lessons
Hidden from the shared linkTwo weeks after the endAccount director · Team
Read the feedback, record the lessons for the team and mark the client as a former client in the CRM.
Checklist
- Feedback read
- Lessons shared with the team
- Client marked as former client in the CRM
Fields to fill in
- Lessons for the team (required)
- Open to working together again
Done when
The client has admin access to every account and file, agency access is removed, the final invoice is sent and the exit feedback is recorded.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Handover writer
Drafts the handover summary the client receives at the end of the contract.
What it does
- Reads the end date, the asset list and the active campaigns on the run
- Lists each account and asset with its next owner
- Lists what was delivered and what is still open
- Records the draft in its step
Checked by: The account manager corrects and approves the summary in step 4.
Questions this template answers
Hand everything over in a fixed order: the plan, a handover summary, the accounts, access, the final invoice and feedback. Steps 1 to 9 follow that order, and the client confirms the takeover and gives feedback through a shared link.
List every account the agency manages and have the client confirm admin access before you remove yours. Step 2 lists the accounts, step 5 records the client's confirmation, and only then does step 6 remove agency access.
Remove every agency user, saved password and freelancer account, and record the date you did it. The checklist in step 6 covers each of these, and the date is recorded on the run.
What was delivered, the active campaigns, open items, and every account and asset with its next owner. In step 3 the handover writer drafts it from the run, and in step 4 the account manager checks and approves it before it goes to the client.
Ask once, at the end, with a rating and one open question. In step 8 the client rates the agency and says what should have been different through the shared link, and step 9 turns the answers into lessons for the team.
Settle hours, costs and prepaid media spend in one final invoice, and stop the retainer in billing. The checklist in step 7 covers each of these before the account is closed.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.