Go-Live Video Basics
What is a go-live video?
What is...
BUILT DURING ONBOARDING
JOINT CUSTOMER + SYNTHESIA INITIATIVE
ACTUALLY DEPLOYED IN REAL LIFE
TIED TO A REAL, HIGH-PRIORITY USE CASE?
The first stage of the Go Live Video workflow
What is Kick Off?
SCs are added to sessions without prior context-setting; customers arrive with no go-live video expectations
Use email trackers and a short Synthesia explainer video before session 1; tie the video review session to the go-live video; make all onboarding sessions mandatory in the kickoff deck
Rather than a formal form, SCs should use this type of tone when discussing go-live videos
What is casual/conversational?
The expected ROI timeframe for a Go Live Video
What is 30–45 days?
Why does a go-live video matter?
What is, FASTER TIME-TO-VALUE, BOOSTED ADOPTION, EARLY CHAMPIONS, EXPANSION SIGNAL & FUEL FOR VALUE STORIES?
In this stage, you identify the use case, timeline, approval flow, and distribution method
What is Scoping?
Customers struggle to identify a priority use case and feel overwhelmed or "scared" at the outset
Provide a library of 80%-complete templates to eliminate the blank-page barrier; track undeployed videos as data for leadership discussions
SCs should create one of these — shared with the customer — to track go-live progress publicly
What is a go-live tracker?
One of three "why it matters" signals — the identification of internal advocates
What are Early Champions?
What is the workflow for go-live videos?
What is Kick off, Scoping, Video Creation, Quality Check & Deployment?
The quality check question SCs should ask before any video moves to deployment
What is "Would you be proud to deploy this yourself?"?
A customer hasn't identified a single video idea even after the kickoff session has passed
Schedule a dedicated scoping call — don't proceed through onboarding without at least one idea on the table
When a customer is completely stuck on ideas, SCs should do this
What is prescribe a project (e.g. rebuild an existing doc or video in Synthesia)?
Go Live Videos serve as "fuel" for these, feeding real video impact into business context
What are value stories?
These two parties must jointly own the Go-Live Video initiative?
What is the Customer & Synthesia?
In the Deployment stage, while the customer owns deployment, the CSM owns this
What is tracking impact?
The onboarding deck is so information-heavy that customers hit cognitive overload before they can act on anything
Spread "what does great look like" guidance into later sessions; use live demos and good vs. bad video examples rather than front-loading everything upfront
The named framework referenced when sharing a week-by-week action plan after kickoff
What is the FOCA framework?
The "why it matters" signal that means distribution drives visibility across an account
What is Expansion Signal?
During group sessions, peer examples from this type of person motivate more than SC-led ones
What is a power user / someone on the team who is ahead?
The stage where SCs guide quality and track progress during onboarding sessions
What is Video Creation?
A customer genuinely doesn't have bandwidth and risks stalling progress for the rest of the group
Note it in the case, shift energy toward engaged teammates, and anchor session 2 entirely around videos customers have already started
SCs are advised to avoid doing this with information-heavy content at the start of onboarding
What is front-loading information?
In session 2, SCs should anchor entirely around these to set a baseline expectation of progress
What are videos customers have already started?