In this episode, we’re tearing down your onboarding playbook and rebuilding it as the first chapter of value realization, not just “getting them live.”
If you keep seeing “implementation” and “adoption” show up in your churn reasons, this one will help you rethink those first 60 to 90 days so they actually de-risk renewal instead of quietly setting it up to fail.
You’ll learn:
✔ Why onboarding is really value orchestration and the first chapter of your value story, not a checklist of tasks
✔ What a strong Sales to CS handoff should include so onboarding feels like continuity, not a reset
✔ How to use kickoff for real discovery that deepens the business context instead of repeating generic questions
✔ How to align on overall expected value and a clear phase one outcome your customer can repeat to their leadership
✔ How to define “onboarded” in a way that includes value signals, not just completed activities
✔ How to design phase one around expected value rather than a generic template that tries to do everything at once
✔ A simple set of questions you can use to audit your current onboarding motion and decide where to tighten first
If you want your renewals and QBRs to stand on a much stronger foundation, start where the value story actually begins: onboarding.
Ways I Can Help You Level Up Customer Success:
For more information, visit my website: Explore more resources and insights. CS RevSpeak
Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. Follow Angeline on LinkedIn.
Until next time, keep driving success and speaking the language of revenue!
