How to Scale Customer Onboarding

Customer onboarding is a increasingly important part of long-term customer success, yet is also one of the most difficult components for a customer success organization to scale.

As your customer base grows, it becomes more challenging to deliver a consistently excellent customer onboarding experience. Your customer success managers (CSMs) are spending an increasing amount of time on basic activities, your customers are clamoring for more onboarding resources (particularly SMBs), and you have a finite headcount with which to support them.

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