This article originates from Richard's presentation at the virtual Customer Success Festival in 2023.

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!

The importance of onboarding

A big thanks to some friends of mine over at GuideCX, who have provided me with some stats. 👇

$138 billion is lost in avoidable churn per year in the US. 23% of churn is attributed to bad onboarding

Did you know that $138 billion is actually lost in avoidable churn per year in the US alone? $138 billion.