· Farah Iskandar
When staff complete onboarding on the customer’s behalf
Impersonation and “finish this checklist” tools are ordinary in customer success. They are also the easiest way to skip verification and to grant seats the order never listed.
A success manager who can log in as the customer can finish verification, accept terms, and invite colleagues. That may be the only way a hesitant buyer ever reaches first value. It is still an admission performed by your staff.
We extract impersonation and proxy-complete events and match them to the tenant’s verification state. If the customer never logged in, the file should say the admission was staff-performed. If terms were accepted by staff, that belongs in the exception log even when commercial practice is to do it.
Authority matters. A role that can impersonate every tenant is not the same as a role that can impersonate assigned accounts for a limited time. We test what the application enforces, not what the policy PDF describes.
If you keep the tool, log the reason, the duration, and the seats changed while it was on. That log is cheaper than reconstructing a disputed admin user six months later.