This article originates from Richard's presentation at the virtual Customer Success Festival in 2023. Catch up on this presentation, and others, using our OnDemand service. For more exclusive content, visit your membership dashboard.

My name's Richard Convery, I'm the Head of Customer Success at Virtuoso. In this article, I’m going to be exploring a topic that I'm incredibly passionate about: optimizing onboarding to reduce early-stage churn.

I've worked in the SaaS world for about 13 years now, most of which have had some form of onboarding or implementation as part of my role. For me, it's a very exciting time when you can start to form really strong relationships with customers. When you can understand the value that the customer is trying to get from your platform and help them solve problems.

Here’s a breakdown of what I’ll be covering:

  • The importance of onboarding,
  • Benefits of great onboarding,
  • The onboarding maturity curve,
  • Optimizing processes,
  • The sales handover, and
  • The kickoff

Let’s get started!