{"id":12805,"date":"2024-09-16T20:58:01","date_gmt":"2024-09-16T20:58:01","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/"},"modified":"2024-12-30T01:50:23","modified_gmt":"2024-12-30T01:50:23","slug":"customer-success-onboarding-playbook","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/","title":{"rendered":"Customer Success Onboarding Playbook For SaaS Businesses"},"content":{"rendered":"<p>Creating a <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer success onboarding<\/a> playbook is necessary if you want new customers to:<\/p>\n<ul>\n<li>Use your product as intended and find value.<\/li>\n<li>Adopt features with little to no friction.<\/li>\n<li>Upgrade their plans.<\/li>\n<li>Require as less touchpoints as possible (and improve product-led <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a>).<\/li>\n<\/ul>\n<p>Unfortunately, successful customer onboarding differs from company to company, so there&#8217;s no one-size-fits-all solution.<\/p>\n<p>Having said this, let&#8217;s go over everything you need for making a customer onboarding playbook that works.<\/p>\n<h2 id=\"d4915\">What is a playbook for customer success?<\/h2>\n<p>A playbook documents the goals, milestones, touchpoints, and actions required for customers to achieve success with your product. Customer success managers use playbooks to ensure that every single user is successfully adopting the product and finding value in it.<\/p>\n<h2 id=\"8456t\">What is a customer onboarding playbook?<\/h2>\n<p>A customer onboarding playbook is a highly structured plan of the entire onboarding process<\/a>, to get users from signup to becoming brand advocates. It helps customer success teams provide the ideal user experience to the customer with a repeatable onboarding framework applied at each step in the journey.<\/p>\n<p>This way, your new customer is not only safe from getting overwhelmed, but you can automate these tasks and <a href=\"https:\/\/userpilot.com\/blog\/product-led-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive product-led growth.<\/a><\/p>\n<h2 id=\"a9hkp\">What should you include in a customer onboarding playbook?<\/h2>\n<p>Customer success playbooks differ from company to company, so what you include will depend on the type of product and users you have.<\/p>\n<p>However, these will often include:<\/p>\n<ul>\n<li><strong>Outcome:<\/strong> what success is from the customer&#8217;s perspective.<\/li>\n<li><strong>Entry point:<\/strong> where the user must be in the journey to trigger the playbook.<\/li>\n<li><strong>Exit point:<\/strong> where the user needs to get with the help of the playbook.<\/li>\n<li><strong>Product adoption milestones: <\/strong>steps or subgoals your new customer must go through to get the desired outcome.<\/li>\n<li><strong>Tasks: <\/strong>specific actions the user must take.<\/li>\n<li><strong>Segment: <\/strong><a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">user base segment<\/a> that your playbook is designed for.<\/li>\n<\/ul>\n<p>To know what to include in your playbook you must determine the onboarding type your product requires.<\/p>\n<h2 id=\"sca2\">Types of customer onboarding playbook<\/h2>\n<p>The more complex your product, the more your customer will require help from your customer success team.<\/p>\n<p>When building your playbooks you should consider which type of onboarding your users need:<\/p>\n<ul>\n<li><strong>Low-touch <\/strong>onboarding process playbook: fully self-served onboarding process where a <a href=\"https:\/\/userpilot.com\/blog\/new-user-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">new customer<\/a> can find everything it needs within the product experience. Ideal for products with an easy and fast learning curve.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-onboarding-process_9ceea80103dee0d8ed41eff9ab930ee7_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/customer-onboarding-process_9ceea80103dee0d8ed41eff9ab930ee7_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/customer-onboarding-process_9ceea80103dee0d8ed41eff9ab930ee7_800.png\" alt=\"low touch customer onboarding process\" \/><\/picture><figcaption>Low touch <a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-process\/\">customer onboarding process<\/a>.<\/figcaption><\/figure>\n<ul>\n<li><strong>Medium-touch <\/strong>onboarding process playbook: a mix of self-served and human-to-human support meant for products that are scalable but have a more challenging learning curve.<\/li>\n<li><strong>High-touch <\/strong>onboarding process playbook: personalized and dedicated onboarding process is often appropriate for enterprise products that require custom setups.<\/li>\n<\/ul>\n<h2 id=\"8pk3n\">Why is an onboarding process playbook necessary for a customer success manager?<\/h2>\n<p>Without playbooks, the customer experience becomes unclear, chaotic, and different for every user. You&#8217;d deal with them over and over again, without any significant data left for analysis.<\/p>\n<p>There may be some results but you might be sabotaging your success too.<\/p>\n<p>Let&#8217;s go over some reasons why you need onboarding playbooks.<\/p>\n<h3 id=\"39jiu\">Get accountability over the entire onboarding process<\/h3>\n<p>With playbooks, you have a clear vision of why you&#8217;re doing what you&#8217;re doing.<\/p>\n<p>Playbooks make it easy to identify friction points and spot the steps where customers tend to get stuck\u2014so you can fix it.<\/p>\n<p>With an overview of the whole process, you can continuously test different playbooks to see what drives the best results.<\/p>\n<h3 id=\"99coo\">Scale and drive product adoption<\/h3>\n<p>Having your onboarding process<\/a> documented step-by-step, you can identify what tasks can be automated and what requires a human touch.<\/p>\n<p>This means you can automate your onboarding program and scale your customer base without having to hire more CSMs.<\/p>\n<p>Building playbooks allows <a href=\"https:\/\/userpilot.com\/blog\/tag\/expension-revenue\/\">product-led growth<\/a>, and your time as a CSM will only be invested in necessary touchpoints.<\/p>\n<h3 id=\"9inv4\">Easily track success with specific metrics<\/h3>\n<p>Frameworks, processes, and structures can all be measured.<\/p>\n<p>When you automate your onboarding playbooks, it becomes easy to measure how each task and action is impacting your outcomes and helping you drive customer success.<\/p>\n<h2 id=\"208vl\">Do you need multiple onboarding playbooks?<\/h2>\n<p>You can&#8217;t create one playbook for your entire onboarding process<\/a>. As different customers require different outcomes, and different outcomes require different playbooks.<\/p>\n<p>That&#8217;s why you have to create a playbook for different:<\/p>\n<ul>\n<li>stages of the onboarding process (trial sign-up to activation, <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-rate-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">retention<\/a>, plan upgrades, etc)<\/li>\n<li>jobs to be done<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer segments<\/a><\/li>\n<\/ul>\n<p>For your playbooks to work cohesively, it&#8217;s key to define the entry and exit points so it becomes clear when to trigger a specific playbook, and when it should end.<\/p>\n<p>This <a href=\"https:\/\/userpilot.com\/blog\/product-activation-rate-optimization\/\" target=\"_blank\" rel=\"noopener noreferrer\">user activation<\/a> playbook example shows how it works.<\/p>\n<p>The sample playbook below starts when the user signs up successfully (entry point), ends when the user activates (exit point)\u2014and then starts the next playbook.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/user-activation-onboarding-playbook_f6f48d0e5f2e436b50f139e37bee470b_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/user-activation-onboarding-playbook_f6f48d0e5f2e436b50f139e37bee470b_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/user-activation-onboarding-playbook_f6f48d0e5f2e436b50f139e37bee470b_800.png\" alt=\"User activation playbook example\" \/><\/picture><figcaption>User activation playbook example.<\/figcaption><\/figure>\n<h2 id=\"7cljk\">How do you make a customer success onboarding playbook?<\/h2>\n<p>There are 7 steps to make a customer success onboarding playbook:<\/p>\n<ol type=\"1\">\n<li>Define success for your customers<\/li>\n<li>Determine your onboarding goal<\/li>\n<li>Map the customer journey stage your playbook will impact<\/li>\n<li>Segment your customers before creating an onboarding experience<\/li>\n<li>Define the actions required to reach each milestone<\/li>\n<li>Setup the right metrics to track your playbook&#8217;s performance<\/li>\n<li>A\/B test your onboarding actions to optimize your playbook<\/li>\n<\/ol>\n<h3 id=\"1tt9n\">1. Understand your new customer&#8217;s pain points<\/h3>\n<p>It is useless to create a playbook without a goal.<\/p>\n<p>As a CSM, you must know what &#8220;success&#8221; means for your customers. So ask yourself:<\/p>\n<ol type=\"1\">\n<li>What&#8217;s your customer&#8217;s definition of success?<\/li>\n<li>What are their main obstacles?<\/li>\n<li>What is the JTBD (<a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener\">job-to-be-done<\/a>) they&#8217;re using your product for?<\/li>\n<li>How does their day-to-day work change when they use your product? How many habits should be changed?<\/li>\n<\/ol>\n<h3 id=\"48nq4\">2. Define your customer onboarding playbook goal<\/h3>\n<p>From understanding the problem you need to define your playbook goal. What is the main outcome your playbook will influence?<\/p>\n<p>Here are some examples you might want to focus on first:<\/p>\n<ul>\n<li>Driving user activation<\/li>\n<li>Improving trial to paid conversion<\/li>\n<li>Increasing product upgrades<\/li>\n<\/ul>\n<p>Add those goals to the customer onboarding tool you use. This way, you can measure your onboarding actions and keep track of your playbook&#8217;s performance.<\/p>\n<p>Tracking multiple goals across the user journey will then give you a birds-eye view of the onboarding process and how well your playbooks are impacting success.<\/p>\n<h3 id=\"e62jl\">3. Map the customer journey stage your onboarding playbook will impact<\/h3>\n<p>An actionable playbook requires a clear start and end. It usually triggers with a key action (e.g. activation), and stops after achieving one goal (e.g. paid subscription).<\/p>\n<p>A typical <a href=\"https:\/\/userpilot.com\/blog\/saas-user-onboarding-funnel\/\" target=\"_blank\" rel=\"noopener noreferrer\">user onboarding funnel<\/a> looks like the one below. Once you have the goal, you simply need to identify the entry and exit point on the journey.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/user-journey-milestones_0e562ac2a0e9dcd7d3b82dd30920f787_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/user-journey-milestones_0e562ac2a0e9dcd7d3b82dd30920f787_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/user-journey-milestones_0e562ac2a0e9dcd7d3b82dd30920f787_800.png\" alt=\"User journey milestones\" \/><\/picture><figcaption>User journey milestones.<\/figcaption><\/figure>\n<p>At this step, it&#8217;s all about mapping success milestones to define the stage in the onboarding process your playbook will impact. For example, if your goal is to drive account expansion, you will be looking at users that have passed the onboarding stage, as shown below.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Contextual-account-expansion-graphic_3f4f25dd0d577a4ff05f6a98bc2d870c_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/Contextual-account-expansion-graphic_3f4f25dd0d577a4ff05f6a98bc2d870c_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/Contextual-account-expansion-graphic_3f4f25dd0d577a4ff05f6a98bc2d870c_800.png\" alt=\"Contextual account expansion graphic\" \/><\/picture><figcaption>Contextual account expansion graphic.<\/figcaption><\/figure>\n<h3 id=\"btucl\">4. Segment your user before launching an onboarding experience<\/h3>\n<p>Each playbook and action in it should address a specific audience.<\/p>\n<p>Once you identify the entry and exit points for your playbook, the next step is to clearly define the users your playbook is designed for.<\/p>\n<p>This is where segmentation comes in.<\/p>\n<p>Segments can be defined using multiple attributes like custom events, in-app engagement, and different user behavior criteria.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/advanced-user-segments_d6450cf826576bd981ae7969d0014900_800.png 1x, https:\/\/images.storychief.com\/account_6827\/advanced-user-segments_d6450cf826576bd981ae7969d0014900_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/advanced-user-segments_d6450cf826576bd981ae7969d0014900_800.png 1x, https:\/\/images.storychief.com\/account_6827\/advanced-user-segments_d6450cf826576bd981ae7969d0014900_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/advanced-user-segments_d6450cf826576bd981ae7969d0014900_800.png\" alt=\"Build advanced user segments using Userpilot\" \/><\/picture><figcaption>Build advanced user segments using <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"233b0\">5. Decide which onboarding playbook actions to use in your onboarding experience<\/h3>\n<p>With goals in mind, milestones, and a segmented userbase, it&#8217;s now time to define what actions and touchpoints are required to achieve success based on the type of onboarding playbook you are building.<\/p>\n<p>You should consider:<\/p>\n<p>In-app experiences like modals, <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists<\/a>, tooltips, etc\u2014 mostly used in self-serve onboarding.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/onboarding-tooltips-userpilot_f6b294081f07849630aaea8e5ca59b77_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-tooltips-userpilot_f6b294081f07849630aaea8e5ca59b77_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/onboarding-tooltips-userpilot_f6b294081f07849630aaea8e5ca59b77_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-tooltips-userpilot_f6b294081f07849630aaea8e5ca59b77_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/onboarding-tooltips-userpilot_f6b294081f07849630aaea8e5ca59b77_800.png\" alt=\"Build onboarding tooltips without coding, using Userpilot\" \/><\/picture><figcaption>Build onboarding tooltips without coding, using <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Human-to-human interactions like emails, demo calls, training sessions, and webinar<\/a>s require the CSM&#8217;s time to fulfill.<\/p>\n<h3 id=\"dfucg\">6. Define success and measure it with the right metrics<\/h3>\n<p>Metrics are essential to clearly observe if your playbook works or if it needs improvement.<\/p>\n<p>If you don&#8217;t know where to start, here are some basic <a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-kpis\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding KPIs<\/a> you should monitor:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/reduce-time-to-value-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Time to value<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/5-tactics-to-increase-paid-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">Trial to paid conversion rate<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/onboarding-platforms-for-saas-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">Onboarding completion rate<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES-Customer engagement score<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">CSAT- Customer satisfaction score<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/feature-adoption-101\/\" target=\"_blank\" rel=\"noopener noreferrer\">Feature adoption rate<\/a><\/li>\n<\/ul>\n<p>When you&#8217;re ready to take it to the next level, start using <a href=\"https:\/\/userpilot.com\/blog\/okrs-vs-kpis\/\" target=\"_blank\" rel=\"noopener noreferrer\">OKRs<\/a>.<\/p>\n<p>An <a href=\"https:\/\/userpilot.com\/blog\/saas-okrs-examples-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">OKR framework<\/a> allows you to align onboarding objectives with your playbook goals, and track your progress over time.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/OKRs-vs-KPIs_6e71fc7827a45612182db4ca790586b3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/OKRs-vs-KPIs_6e71fc7827a45612182db4ca790586b3_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/OKRs-vs-KPIs_6e71fc7827a45612182db4ca790586b3_800.png 1x, https:\/\/images.storychief.com\/account_6827\/OKRs-vs-KPIs_6e71fc7827a45612182db4ca790586b3_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/OKRs-vs-KPIs_6e71fc7827a45612182db4ca790586b3_800.png\" alt=\"OKRs vs KPIs\" \/><\/picture><figcaption>OKRs vs KPIs.<\/figcaption><\/figure>\n<h3 id=\"sk6i\">7. A\/B test your onboarding actions and iterate your playbook<\/h3>\n<p>Your first playbooks won&#8217;t be the best. There&#8217;s always room for improvement.<\/p>\n<p>Once you&#8217;ve set up your OKRs, you&#8217;ll be able to track your playbook&#8217;s performance. Hence, you can A\/B test different approaches to see what performs best.<\/p>\n<p>For a self-serve onboarding activation playbook, you can build a checklist of features the user must engage with and A\/B test it to see if it helps them reach the activation point faster.<\/p>\n<p>When using a product adoption tool like <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>, you can simply set a goal and an A\/B test right when building the in-app experience flow.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/AB-test-different-playbooks_b6be1b323ca0b9aed87f98b5f287eee6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/AB-test-different-playbooks_b6be1b323ca0b9aed87f98b5f287eee6_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/AB-test-different-playbooks_b6be1b323ca0b9aed87f98b5f287eee6_800.png 1x, https:\/\/images.storychief.com\/account_6827\/AB-test-different-playbooks_b6be1b323ca0b9aed87f98b5f287eee6_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/AB-test-different-playbooks_b6be1b323ca0b9aed87f98b5f287eee6_800.png\" alt=\"A\/B test different playbook tactics to see which drives better results. Get a Userpilot demo and see how\" \/><\/picture><figcaption>A\/B test different playbook tactics to see which drives better results. Get a <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> demo and see how.<\/figcaption><\/figure>\n<p>You can run A\/B tests against specific goals in your playbook or time-based. Then track impact by looking at the results with or without the in-app flow.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/images.storychief.com\/account_6827\/onboarding-flow_bbcb213219e10420cd325dd094cf080c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-flow_bbcb213219e10420cd325dd094cf080c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/images.storychief.com\/account_6827\/onboarding-flow_bbcb213219e10420cd325dd094cf080c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-flow_bbcb213219e10420cd325dd094cf080c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/images.storychief.com\/account_6827\/onboarding-flow_bbcb213219e10420cd325dd094cf080c_800.png\" alt=\"Onboarding flow A\/B test results\" \/><\/picture><figcaption>Onboarding flow A\/B test results.<\/figcaption><\/figure>\n<p>With all of this, all that&#8217;s left to do is to go over step one again and try different tactics in each playbook until your onboarding process<\/a> is completely covered.<\/p>\n<h2 id=\"dh8u8\">Conclusion<\/h2>\n<p>Playbooks lead your onboarding, customer expectations, the sales process, and overall your job as a customer success manager.<\/p>\n<p>Building a customer playbook also improves the user experience, as it encourages you to polish the product experience so your customer&#8217;s goals can be reached repeatedly.<\/p>\n<p>What&#8217;s more, creating an onboarding playbook doesn&#8217;t have to be complicated, as it mostly involves:<\/p>\n<ul>\n<li>Knowing what success is for your customers.<\/li>\n<li>Defining the steps needed to find success.<\/li>\n<li>Figuring out what experiences will lead your customers to success faster.<\/li>\n<\/ul>\n<p>Need a tool to build, track and improve onboarding and customer success? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a Userpilot demo <\/a>and see how easy it is to get started.<\/p>\n<div class=\"poptin-embedded\" data-id=\"e90501c8006b0\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Wondering what successful onboarding looks like? Need a tool to build, track and improve onboarding and customer success? Here&#8217;s how you create customer onboarding playbooks so your new customers use your product as intended:<\/p>\n","protected":false},"author":51,"featured_media":12807,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[48],"tags":[363,149,616,286,955,940,92,956,51],"class_list":["post-12805","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-onboarding-category","tag-customer-success","tag-customer-success-best-practices","tag-customer-success-manager","tag-customer-success-saas","tag-onboarding-playbook","tag-onboarding-process","tag-onboarding-ux","tag-saas-business","tag-user-onboarding-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Success Onboarding Playbook For SaaS Businesses<\/title>\n<meta name=\"description\" content=\"Wonder what successful onboarding looks like? Here&#039;s how you create onboarding playbooks so your new customers use your product as intended.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success Onboarding Playbook For SaaS Businesses\" \/>\n<meta property=\"og:description\" content=\"Wonder what successful onboarding looks like? Here&#039;s how you create onboarding playbooks so your new customers use your product as intended.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-16T20:58:01+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-30T01:50:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Sophie Grigoryan\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Sophie Grigoryan\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\"},\"author\":{\"name\":\"Sophie Grigoryan\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf\"},\"headline\":\"Customer Success Onboarding Playbook For SaaS Businesses\",\"datePublished\":\"2024-09-16T20:58:01+00:00\",\"dateModified\":\"2024-12-30T01:50:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\"},\"wordCount\":1739,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png\",\"keywords\":[\"customer success\",\"customer success best practices\",\"customer success manager\",\"customer success saas\",\"onboarding playbook\",\"onboarding process\",\"Onboarding UX\",\"saas business\",\"User Onboarding Experience\"],\"articleSection\":[\"User Onboarding\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\",\"url\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\",\"name\":\"Customer Success Onboarding Playbook For SaaS Businesses\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png\",\"datePublished\":\"2024-09-16T20:58:01+00:00\",\"dateModified\":\"2024-12-30T01:50:23+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf\"},\"description\":\"Wonder what successful onboarding looks like? Here's how you create onboarding playbooks so your new customers use your product as intended.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage\",\"url\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png\",\"contentUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png\",\"width\":1876,\"height\":1228,\"caption\":\"Customer Success Onboarding Playbook For SaaS Businesses\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/userpilot.com\/blog\/#website\",\"url\":\"https:\/\/userpilot.com\/blog\/\",\"name\":\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/userpilot.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf\",\"name\":\"Sophie Grigoryan\",\"url\":\"https:\/\/userpilot.com\/blog\/author\/sofi\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Success Onboarding Playbook For SaaS Businesses","description":"Wonder what successful onboarding looks like? Here's how you create onboarding playbooks so your new customers use your product as intended.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/","og_locale":"en_US","og_type":"article","og_title":"Customer Success Onboarding Playbook For SaaS Businesses","og_description":"Wonder what successful onboarding looks like? Here's how you create onboarding playbooks so your new customers use your product as intended.","og_url":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/","og_site_name":"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog","article_published_time":"2024-09-16T20:58:01+00:00","article_modified_time":"2024-12-30T01:50:23+00:00","og_image":[{"width":1876,"height":1228,"url":"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png","type":"image\/png"}],"author":"Sophie Grigoryan","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Sophie Grigoryan","Est. reading time":"10 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#article","isPartOf":{"@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/"},"author":{"name":"Sophie Grigoryan","@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf"},"headline":"Customer Success Onboarding Playbook For SaaS Businesses","datePublished":"2024-09-16T20:58:01+00:00","dateModified":"2024-12-30T01:50:23+00:00","mainEntityOfPage":{"@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/"},"wordCount":1739,"commentCount":0,"image":{"@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage"},"thumbnailUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png","keywords":["customer success","customer success best practices","customer success manager","customer success saas","onboarding playbook","onboarding process","Onboarding UX","saas business","User Onboarding Experience"],"articleSection":["User Onboarding"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/","url":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/","name":"Customer Success Onboarding Playbook For SaaS Businesses","isPartOf":{"@id":"https:\/\/userpilot.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage"},"image":{"@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage"},"thumbnailUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png","datePublished":"2024-09-16T20:58:01+00:00","dateModified":"2024-12-30T01:50:23+00:00","author":{"@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf"},"description":"Wonder what successful onboarding looks like? Here's how you create onboarding playbooks so your new customers use your product as intended.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/userpilot.com\/blog\/customer-success-onboarding-playbook\/#primaryimage","url":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png","contentUrl":"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/06\/Customer-Success-Onboarding-Playbook-For-SaaS-Businesses_2cb3cd0580ea37272bc2978cad98c898_2000.png","width":1876,"height":1228,"caption":"Customer Success Onboarding Playbook For SaaS Businesses"},{"@type":"WebSite","@id":"https:\/\/userpilot.com\/blog\/#website","url":"https:\/\/userpilot.com\/blog\/","name":"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/userpilot.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/userpilot.com\/blog\/#\/schema\/person\/de37c23746f7aa52492f6c97b1f222cf","name":"Sophie Grigoryan","url":"https:\/\/userpilot.com\/blog\/author\/sofi\/"}]}},"_links":{"self":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/12805","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/users\/51"}],"replies":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/comments?post=12805"}],"version-history":[{"count":4,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/12805\/revisions"}],"predecessor-version":[{"id":253453,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/posts\/12805\/revisions\/253453"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/media\/12807"}],"wp:attachment":[{"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/media?parent=12805"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/categories?post=12805"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/userpilot.com\/blog\/wp-json\/wp\/v2\/tags?post=12805"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}