OnRamp

?? New Pod: Meet Paul Holder, OnRamp CEO ?? $1M+ ARR from no-code MVP ?? Bold upmarket pivot ?? Outbound strategy masterclass ??? Hosted by Omer Khan Full show notes: https://saasclub.io/434/

Missed the NYC Customer Success Summit? Here's a few key take-aways from Day 2: - The Concept that Customer Success is the "Connective Tissue" in a company - Robert Fitton, Hashi Corp - Adoption is not a transaction. It is an investment a company makes - Joanne Kenyon, Litera - In customer onboarding, make sure you and your customer agree on the definition of "live". Reframing success criteria questions can help your customers move from "gut feeling" to measurable KPIs - Kimberly Ayala, Akeneo - "We can't grow a big company if we can't grow big people" - CSM to CCO Panelists ?? Watermelon customer = Green on the outside, red on the inside! And some great social/cognitive concepts that apply to managing customers by Rob Zambito - Principle of social proof: People are influenced by the actions of others (use this to your advantage with advice to customers like, "in our experience, we've seen customers in your segment do XYZ") - The paradox of choice: it's harder to make decisions when you have too many options (use this to your advantage by giving customers fewer, but better choices) Last but not least, it was great to catch up with the OnRamp team, and spent some time with Melissa Scatena to hear more about their upcoming Thought Leadership webinars! Looking forward to them!

Let’s talk about linking up! Different product offerings, customer types, services levels = a LOT of permutations and combinations to your customer onboarding journey. It can get complicated, overwhelming, and time consuming to manage. Especially when you want to make changes or updates to programs that may be the same in parts and diverge in others. We’ve solved this with the ability to link together parts of your onboarding programs together in OnRamp ?. ?? Linking onboarding programs in OnRamp?means - You can make one set of updates that push everywhere - No more complicated versioning control - You’ll deliver consistent onboarding experiences whose effectiveness can more accurately be measured - You can create more dynamic programs that are a better fit for each customer Reach out or head to our site if you’re interested in learning more.

New York - just wow. ?? Day one of Customer Success Summit and Customer Support Summit are wrapped! With HUGE thanks to our incredible sponsor friends who appeared yesterday. Customer Success Summit ?? The morning saw Frank Auger, VP CS at OnRamp delve deep at 'First impressions that last: Making onboarding your competitive edge'. ?? Then, EverAfter's VP Product & Strategy, Shachar Avrahami shared insights at 'Do your customer programs drive success, or just check a box?'. ?? The afternoon opened with Joshua Crossman, CEO & Founder Magnify, who joined the panel session, 'Doing more with less - scaling customer success using AI and automation', alongside Carly Van Kirk, Head of CS, AngelList, Kate Morelli, Director of Enterprise Client Success, Press Ganey, and Chirag Nijjer, Platinum CS Google. ?? Later, Gainsight led the session 'Future-proofing customer success in the AI era', with Kate Neal, Senior Director of CS. Customer Support Summit ?? Pylon's Marty Kausas, Co-Founder & CEO took attendees through 'How B2B support teams are moving faster with AI' in the morning. ?? Then, Josh Solomon, North American General Manager Ask-AI shared at 'Cutting through the hype: How to identify ROI-positive use cases with AI'. ?? Front's Anthony Galleran, Manager, Technical Support, and Cori Morris,Sr Manager, Customer Support opened the afternoon at 'Beyond headcount: Scaling an AI-powered support team for the future'. ?? Plus, teams from Skilljar, Higher Logic, and Zendesk are onsite - stop by to say hello today! ?? And, of course, we're so grateful to all our superstar speakers for sharing their time and wisdom with our attendees. Share your photos on socials using #customersuccessNY and #customersupportNY - we can't wait to see!

We all know the struggle — Sales closes the deal, CS takes over… but what happens in between? ?? Join us for a live fireside chat on March 20th from 2:00 – 2:45 PM ET as we dive into how to make the Sales-to-CS handoff smoother and set customers up for success from day one. Thank you, OnRamp, for having me! Looking forward to chatting with Bob Mathers and Connor Farrell — it’s going to be a great conversation! ?? Save your spot now!

Sales closes. CS catches...But what happens in between? The Sales-to-CS handoff is one of the most broken processes in SaaS. It’s time to fix this once and for all. Join us for a live fireside chat on?March 20th from 2:00 - 2:45 PM ET, where we'll rethink how SaaS companies handle customer transitions. Save your seat below!

Celebrating our sponsor friends at OnRamp, before their appearance at Customer Success Summit New York, March 11 & 12. Join their Vice President Customer Success, Frank Auger, at 'First impressions that last: Making onboarding your competitive edge'. Find out more about our Summits: https://lnkd.in/eJntmVF7

I knew we had hired great people. Turns out I massively underestimated the TEAM we had built. We had an all-hands this week. It blew my mind. At OnRamp, we’ve always worked hard to build a product that solves our customers’ biggest challenges—and a team that lets us serve them as best we can. Over the past few years, we’ve brought together incredible groups of people across engineering, sales, customer success, and marketing. Watching each of these teams come into their own, leveling up day by day, has been one of the great joys of OnRamp. That growth has come from great leaders, great team members, and a lot of hard work—everyone moving the ball forward for their function. But this week felt different. As we went through our wins (and there have been a lot in this scorching hot start to 2025), I realized that almost every success we discussed was a multi-disciplinary success: -We shipped our best (and most!) features ever because our engineers are working so closely with our CSMs. -We kept breaking sales records because sales became a team sport, with marketing, CS, and engineering all involved in a truly selfless way And those are just two examples out of maybe twenty. In short, we’ve started doing what the best companies do: turn 1 + 1 into 3. It’s one thing to be great at each of our individual functions. It’s another thing entirely to bring them together so they compound and support one another. That’s how we level up. I don’t think I’ve ever been prouder of this group than I was at this all hands - realizing that every single win was a team win. And looking at what’s ahead, I’d say this is just the start.

?? Join OnRamp and Ask-AI after the NYC Customer Success & Customer Support Summits this Tuesday March 11th for a CX Happy Hour starting at 6pm at MJ Smiths! RSVP Required ?? https://lnkd.in/gAFyDKhR

Part 2/2 In OnRamp’s webinar, "Flipping the Script on Customer Onboarding", one key theme stood out: onboarding isn’t just about teaching the product—it’s about guiding customers toward success in the most efficient way possible. In Part 1, I shared some of notes from the webinar on making onboarding focused and relevant by prioritizing first value and avoiding information overload. Now, let’s look at how data, automation, and marketing can make onboarding even more effective. ? Leverage data to refine the journey. Identify where customers are getting stuck and how quickly they’re progressing—then adjust accordingly. ? Customers stall when action is required. Their schedules are already packed, so the easier you make the process, the better. ? Automate where it makes sense. Hand-offs, kick-offs, and reminders can run smoothly with automation, ensuring nothing slips through the cracks. ? Involve marketing early. They can help build advocacy from the start, reinforcing the value beyond onboarding. ? Think curriculum, not checklist. A structured learning experience drives better engagement than simply going through a list of steps. ? Adapt to different customer needs. Are they experienced? New to the industry? Tech-savvy? Adjust the onboarding style accordingly. ? The best approach? “We’ll do it together.” Onboarding should feel like a partnership, not a one-sided process. I love this approach. These are the same ideas I’ve been working with for over a year, and it’s great to see them reinforced in new ways.