How to create an effective customer onboarding program
Design a structured onboarding experience that gets new customers to value quickly, reduces churn, and sets the foundation for long-term success.
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0 of 7 steps completedStep-by-Step Instructions
1 Step 1: Define clear success milestones and time-to-value metrics
Step 1: Define clear success milestones and time-to-value metrics
Identify the critical moments where customers experience value: first login, first meaningful action, first win, full adoption. Map your ideal onboarding timeline with specific milestones at 1 day, 1 week, 30 days, 90 days. Make these concrete and measurable. Customers who hit these milestones are far more likely to renew.
Gainsight
Customer success platform for tracking health scores and onboarding milestones
2 Step 2: Create a phased onboarding journey with clear next steps
Step 2: Create a phased onboarding journey with clear next steps
Break onboarding into digestible phases: Welcome → Setup → First Value → Expanded Use → Full Adoption. Each phase should have specific goals, required actions, and clear transition criteria. Don't overwhelm customers with everything at once; guide them progressively toward deeper engagement.
Userflow
Build in-app onboarding flows, checklists, and product tours without code
3 Step 3: Build automated email sequences and in-app guidance
Step 3: Build automated email sequences and in-app guidance
Create email campaigns that deliver the right content at the right time based on customer behavior and progress. Use in-app tours, tooltips, and checklists to guide users through key workflows. Automate repetitive education while reserving human touch for high-impact moments and blockers.
Customer.io
Automated messaging platform for behavioral email and in-app campaigns
4 Step 4: Develop self-service resources for common setup tasks
Step 4: Develop self-service resources for common setup tasks
Build a knowledge base, video tutorials, and quick-start guides that enable customers to make progress independently. Include templates, checklists, and best-practice examples. The best onboarding scales because customers can help themselves while your team focuses on strategic guidance.
5 Step 5: Assign ownership and create customer success playbooks
Step 5: Assign ownership and create customer success playbooks
Designate who owns onboarding: CSM, dedicated onboarding specialist, or product-led growth motion. Create playbooks for common customer segments with recommended activities, cadence, and escalation triggers. Consistency ensures every customer gets a great experience regardless of who manages their onboarding.
6 Step 6: Monitor progress and proactively intervene when customers stall
Step 6: Monitor progress and proactively intervene when customers stall
Track onboarding metrics in real-time: login frequency, feature adoption, milestone completion. Set alerts for red flags like no login in 7 days or incomplete setup after 2 weeks. Reach out proactively to re-engage at-risk customers before they churn.
Mixpanel
Product analytics for tracking user behavior and onboarding funnel metrics
Amplitude
Product intelligence platform for analyzing onboarding drop-off and engagement
7 Step 7: Gather feedback and continuously optimize your onboarding flow
Step 7: Gather feedback and continuously optimize your onboarding flow
Survey customers at key milestones to understand what worked and what caused friction. Track drop-off points in your onboarding funnel. Test new approaches with cohort analysis. Your onboarding should improve monthly based on real customer data and feedback.
Survicate
Customer feedback tool for in-app and email surveys at onboarding milestones
Hotjar
Behavior analytics with heatmaps and session recordings to identify friction