Who should own customer onboarding?

You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
Usha Kalva
July 4, 2022
Preflight Conversations
Main Illustration:
Sivaprakash

Who should own customer onboarding?

You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
Usha Kalva
July 4, 2022
Preflight Conversations
Main Illustration:
Sivaprakash

In This Post

Your company has created the best product or service out there! You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to? Which team is trained to handle the specific use-cases for your customers? 

Here are snippets of the conversations on Preflight and what our community has to say about this.

Filip Rodnic, Customer Success Deployment Manager - Parkour Inc.

We have the “CS Deployment Manager” role, an onboarding specialist within the CS organization. The CS Deployment Manager’s responsibility ends when the customer goes live in the production environment. However, our customers are classified as high-touch within the B2B model; hence they require a fair amount of attention and technical platform knowledge from the person who does the onboarding.

Piyush Wason

Our product is enterprise-level, so we have a dedicated onboarding team divided further into four teams:

  1. Project Managers
  2. PMO
  3. Implementation Specialists
  4. Solution Consultants - Enablement 

Maeve Murphy, Customer Success Associate - Chronus

We have a hybrid model. We have implementation specialists, but our CSMs are also responsible for some implementations. CSMs are generally assigned more straightforward implementations and are in charge of expansion implementations. We can reach out to CS Ops for backup/implementation assistance. We are trying to move away from CSMs taking on implementation as we grow our implementation team.

Greg Maynes, Manager - Client Services IBISWorld

In my experience, clients in the mid to enterprise markets warrant onboarding by their client success representatives as it helps build rapport and ensure that clients see the value. In smaller markets, CS usually has less bandwidth for onboarding, as it dilutes service for legacy clients and clients in onboarding. 

When making a good impression, the earlier, the better! Make sure you equip your team with the right tools to give your customers a stellar onboarding experience. 

If you have any additional strategies you want to share, we’d love to have you join Preflight Community and share it with our members!

Industry insights you won’t delete. Delivered to your inbox weekly.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Usha Kalva
Community & Partnerships @ Rocketlane

Usha is a Community Manager at Preflight. She's been an EIR, runs a successful restaurant, and is inclined toward the social sciences. In a parallel universe, she'd have been a wildlife photographer.

You might also like...
Here are some other posts from us you may enjoy reading
Preflight ConversationsThe state of customer onboarding and CS during the economic downturn: What to expect
Snippets from the conversations at Preflight Huddle - New York
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsData and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsThank you for believing in the Preflight Community
On our first in-person events, and the resounding support we received for them.
Usha Kalva
Community & Partnerships @ Rocketlane

Bringing order to your
implementation and onboarding chaos.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.