OnRamp

Horizon Education replaced Google Docs with OnRamp to offer a cleaner, more professional portal for customers to complete onboarding tasks. Chief Learning Officer, James Fleming, shares his experience ??

My instincts lean toward the cynical. So much so that one time Amanda Lucía Iglesias (likely with co-conspirators) posted a profile of me on a team wall at HubSpot using a picture of a cartoon character from a show named the Cynic (I never watched the show but secretly loved the acknowledgment). So when it came time for OnRamp's 2-day leadership offsite, I was prepared for it to be what most things are in a startup, exciting, and best described as a good first step. Turns out it was downright amazing. On par with some of the best leadership offsites I've attended. Here's what I liked: 1. We accomplished what we set out to accomplish plus more. 2. We had healthy debates on hard topics; everyone participated and we made decisions and plans that we are all aligned on. 3. We became closer as a team and strengthened our personal connections without excess drinking, trust fall shenanigans, or other expense account funded vanities attempting to be substitutes for actual personal connection. Here's why I think it worked: 1. Our founders Ross Lerner and Paul Holder did some rock solid prep work. This was two days of focus, not two days of meandering. That is at least 50% of the battle won right there. 2. We thought big, but planned small. In a world where money only falls from the AI tree, details matter, but you can't let them bog you down. We nailed the balance on this. 3. Egos, personal agendas, pet rocks, and time wasters were all denied entry. Our agenda was an exercise in depth over breadth and that's my favorite way to ensure you walk away with more decisions and less follow up action items. If you were hoping I was going to talk about specific plans, sorry, you'll have to follow OnRamp and watch what we do over the coming quarters.

Last week, the OnRamp leadership team gathered in person at our Boston HQ to wrap up 2024 and start planning for 2025. It was a chance to reflect on our growth, tackle the challenges ahead, and set ambitious goals for the next year. Excited to see what we can achieve as we continue to scale and deliver exceptional experiences for our customers!

We are fired up from yesterday’s Customer Success Meetup in NYC! ?? So many amazing conversations with CS leaders. Thanks to everyone who stopped by the OnRamp booth. We loved meeting you all! Looking forward to continuing the conversations and momentum, as we kick off Q4?? Special shout out to John Gleeson , Monica Perez and Junan Pang for organizing!

Two months ago, I took on my most important role yet—welcoming my baby boy into the world! I'm incredibly grateful to my amazing company, OnRamp, for supporting me during this time and allowing me to fully embrace this new chapter. As I begin to navigate the balance between full-time work and motherhood, I'm open to any tips and advice! To kick it off - I'm looking forward to joining the Customer Success Meetup in NYC tomorrow and diving back into the swing of things alongside other CS leaders. If you'll be there, stop by the OnRamp booth and say hi ????

The OnRamp team is en route to NYC for the Customer Success Meetup! Looking forward to connecting with and learning from all of the CS leaders attending tomorrow. A few sessions I'm especially excited for: - Influencing and Advocating for CS Internally with Kristi Faltorusso (ClientSuccess), Emily Garza, (Unit21) and Spencer B. (Braze) - Cracking the Code: Discovering, Defining and Demonstrating value to your buyer with Liz Starling (Slack) - Customer Success from the VC Perspective with Meka Asonye (First Round Capital), Allison Pickens (The New Normal Fund), Ryan I. (Felicis) and the awesome event organizer, John Gleeson (Success Venture Partners) What other sessions should I attend? ?? If you'll be there, come stop by the OnRamp booth and say hi! Join my session at 11am on How to Make Customer Onboarding Your Secret to Success.

Pumped to head down to NYC and learn from CS vets & pioneers at Customer Success Meetup Esp. looking forward to: Andrew Shapiro on how to hire (telling you this will be a goldmine) Jan Young, on CS leaders as revenue leaders (predicting some ??? takes there) & OnRamp's own Paul Holder on how onboarding can be your secret to success DM for last minute tix! https://csweeknyc.com/

It's finally time for the 2024 Customer Success Meetup this week in NYC! ?? Don't miss OnRamp's CEO Paul Holder's session this Thursday, October 3rd at 11AM on the SuccessVP stage where he will talk onboarding at scale & all things CS ?? To my CS & CE network: Catch the OnRamp team at the CS Meetup all day on Thursday to get the newest insight on how to effectively onboard customers through Q4 & into 2025! Info on tickets & specifics below & DM me for more ?? https://csweeknyc.com/

All the work it took to impress and win that new customer in Q3… well, the clock just reset. The time-to-value clock is now ticking. And time always runs out?? Onboarding is the critical first step to preventing churn next year. This is when you have the biggest opportunity to leave a positive lasting impression with each new customer. Influencing the success of your 2025 metrics from usage and adoption to retention, expansion, and revenue. Curious how to set your team up for success and create an efficient customer onboarding program that builds momentum? Join me at the Customer Success Meetup in NYC this Thursday, October 3rd and join my session at 11am on the SuccessVP stage or stop by the OnRamp booth to say hi!

As sales is heads down today to end the quarter strong, CS leaders are already thinking about what happens next. When those shiny new contracts are signed, I’ve typically seen one of two things happen: a) New customers are dropped into the onboarding queue to complete a long, standardized checklist of tasks. Albeit one-size-fits-all and impersonal, it appears activity is underway. Or b) If the process isn’t standardized, customers receive disparate communications over 30+ days to join a kickoff call, send over requirements or corral stakeholders for training. With no clear plan highlighting the path to promised value, fatigue and overwhelm set in leading your customers to question their decision. Onboarding sets the tone for the customer experience. And there’s a ton of room for improvement. I’m thrilled to work with CS teams who are flipping the script and giving onboarding a prominent seat at the table. The OnRamp team is heading to NYC for the Customer Success Meetup event this Thursday, Oct. 3. Join me at 11am on the SuccessVP stage where I'll share how businesses are shifting gears on how they scale onboarding and customer success… from day ONE. I’d love to connect with you at the event! See you there!