SaaS onboarding audit

Trace one real onboarding path from commercial promise through setup, implementation, first value, and the transition into ongoing Customer Success.

Start with one onboarding motion

Define the trigger, completion event, participants, systems, required inputs, and customer-side dependencies. Do not blend self-serve, sales-led, and implementation-heavy paths if they behave differently.

Trace handoffs with recent examples

Review where customers waited, what information was requested twice, who owned the next action, and what should have triggered escalation. Separate observations from hypotheses and choose one testable change.