Most onboarding programs still run on a fixed timeline: a set walkthrough, then silence until renewal. That doesn't match how often products change now, or what customers expect once the sales process ends.

So what replaces the 90-day model? And when AI can personalize onboarding content and handle scheduling and admin, what's actually left for the CSM to do?

Join Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero, and Rob Zambito, Founder & CEO at Success Scaled Consulting, as they break down what's replacing time-boxed onboarding: continuous programs that adjust to each customer, clear lines between what to automate and what needs a person, and new ways to tell if onboarding is actually working.

What we're covering:

  • The end of the 90-day model: Why fixed-timeline onboarding breaks down when products ship weekly, and what's replacing it.
  • The human vs. automation split: Which onboarding tasks (scheduling, file transfer, status updates) should be handed to the customer or automated, and where a CSM still needs to show up.
  • AI in onboarding, today: Which AI-driven onboarding uses are already delivering results, and which are still stuck at the pilot stage.

In this session, you'll learn how to:

  • Move from a fixed onboarding period to a continuous, adaptive one
  • Separate onboarding admin work from the parts that require judgment
  • Give customers a way to progress without waiting on a CSM
  • Evaluate which AI onboarding tools are ready to use and which aren't
  • Measure onboarding success without relying on a fixed end date

Your speakers

Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero

Ben is a seasoned SaaS professional with two decades of CX experience at fast-growth companies. Ben's background lies in building and managing successful post-sale teams, driving customer success, and delivering exceptional results in the fast-paced world of SaaS at companies like Zenefits, Sendoso, and now ChurnZero.

Rob Zambito, Founder & CEO at Success Scaled Consulting

Rob is a CS leader and consultant with 10+ years of startup experience and a track record in entrepreneurship and SaaS. His primary skill is in managing fast-growing companies, particularly those between seed and Series C stages. He specializes in renewals, upsell, cross-sell, account management, onboarding, support, customer advocacy, business operations, and business intelligence.