Faster onboarding and a customer academy
Onboarding went from 60 to 40 days, and the academy reached 1,000+ learners.
The result: onboarding went from 60 to 40 days with a smaller team. It was also part of what lifted GRR on our SMB book to 90%, along with the lifecycle communications work I did.
The challenge: dozens of new customers a week across the team, on accounts up to $25K, without going completely hands-off.
My take: the kickoff call is the most expensive 30 to 60 minutes in onboarding. Don't spend it asking "what's your role?"
What changed:
- Automated the handoff and welcome email, so customers heard from us fast
- Added health scoring and alerts, plus updated collateral
- Sent some accounts a questionnaire before kickoff, so the call could start delivering value immediately
The academy: we launched a LearnWorlds academy with courses built around customer personas, and it replaced most webinars. It reached , saved 90 minutes per onboarding, and helped lower contact rate. Academy data synced back to ChurnZero and Zendesk, so the team could see who'd done the training before a call or ticket.
My part: I created v1 of Workable's onboarding, refined it for each customer segment, and designed a white-glove experience for a new product. I also ran up to 40 onboarding accounts at once myself. For the academy, I set the vision and goals, helped pick the tool, oversaw setup, and reviewed the materials. My team led the content.
Stack: Salesforce, ChurnZero, and Jira, plus Calendly, SurveyMonkey, and Google Slides.