Course Date & Time

  • 22nd April - 3rd May

  • The live sessions start at 4pm Central European Time

  • Network of Customer Success Managers. Exclusive and limited group SaaS, Tech and Subscription Businesses.

What you will master in this program

  • Lifecycle stage metrics

  • Handover management

  • Time To First Value

  • Adoption goals

  • Goal Discovery Framework

  • Success Milestones Framework

  • Joint Accountability

  • Social Proof

  • Collaboration Tools

Weekly Schedule and Time Input

We recommend to set aside about a total of 3 - 3.5 hours distributed over the week.


The Onboarding Program will teach you the skills and tools necessary to onboard new customers effectively and ensure their long-term success.

Throughout this program, we will cover a range of topics, including understanding the customer's needs and expectations, creating a seamless onboarding experience, communicating effectively with customers, and setting them up for long-term success. By participating in this training program, you will gain practical, hands-on experience in implementing impactful onboarding playbooks. To support your learning, we will provide you with a variety of resources, including a comprehensive playbook, frameworks, templates, planning tools, and scenarios. You will have the opportunity to learn hands-on and practice these skills in real-world situations.

The program is divided into several sections, beginning with Lifecycle stage metrics, where you will learn to identify the different stages of a customer's journey and what metrics to measure at each stage. Handover management will teach you how to manage the transition from the sales team to the onboarding team seamlessly. Time To First Value and Adoption goals will be the focus of the next section. You will learn how to set and meet targets for your customers to reach first value as quickly as possible, leading to reduced churn and increased expansion.

Success Milestones Framework, Joint Accountability, Social Proof, and Collaboration Tools will be the key frameworks in the next section. You will learn how to create success milestones and collaborate with customers to ensure their success, build trust and credibility using social proof, and use collaboration tools to enhance communication.

By the end of the program, you will have developed a deep understanding of the customer's needs and expectations and be equipped with the skills and tools necessary to build and implement an impactful onboarding playbook. The Onboarding Program provides an unparalleled opportunity for you to enhance your professional development and drive meaningful outcomes for your customers and your business.

Learn hands-on, practice, and build your own playbook that will lower time-to-first value, reduce churn, increase expansion and make more customers advocate for you. You will receive a comprehensive playbook, frameworks, templates, planning tools, and scenarios to support your learning and practice.

Course curriculum

  1. 1
    • Welcome & Overview (4 min)

    • Course Start survey

    • Pre-recording: Introduction to Onboarding (8 min)

    • Pre-recording: Lifecycle Stages (9 min)

    • Pre-recording: Progress Milestones (14 min)

    • Pre-recording: Onboarded (28 min)

    • Pre-recording: Time To First Value (6 min)

    • Live session recording April 22nd

    • Scenario Progress Milestones & Join Accountability & Lifecycle Interactions

    • Live session recording April 24th

    • Quiz Week 1

    • Onboarding Workflow example (7 min)

  2. 2
    • Pre-recording: Goal Discovery (41 min)

    • Pre-recording: Customer Segments (14 min)

    • Live session recording April 29th

    • Scenario Week 2

    • Live session recording May 1st

    • Quiz Week 2


Lincoln Murphy

Lincoln Murphy is a world-renowned growth architect, consultant, author and speaker. As one of the earliest evangelists for Customer Success, Lincoln was invited to co-author the book on Customer Success.

Johan Nilsson

Johan Nilsson is a Swedish technology entrepreneur. He has a long background building SaaS-companies and is presently the CEO & founder of Startdeliver, a next generation Customer Success Software.