Blog

Notes on onboarding.

What we are learning building customer onboarding software for customer success teams — the patterns, the failure modes, and the things that turn out to matter.

  1. 8 min read

    Checkbox churn: when the onboarding finishes and the customer doesn't

    Onboarding completion rate measures your team, not your customer. Here's why a 100% plan still churns, and the four signals that actually predict renewal.

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  2. 4 min read

    Churn doesn't start at renewal. It starts at kickoff.

    Renewal is where churn gets recorded, not where it happens. The signal shows up in week one of onboarding — and most teams are not set up to see it.

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