15 → 10 wks
Average launch timeline
Onboarding & implementation consulting
Find what is slowing customer value—before you fix the wrong thing.
I help Series A through growth-stage B2B SaaS companies diagnose onboarding when growth has outpaced the operating model: launches slip, customers wait too long for value, and CS is carrying a motion that no longer scales.
Selected operating outcomes
Read the case note →Faster launches. Lower churn. Stronger commercial confidence.
−3 pts
Early customer churn
9.0 / 10
Post-onboarding CSAT as volume grew
35 pts less
Average onboarding discount
Reported outcomes from an anonymized full-time operating role. They are evidence of relevant experience, not projections or guarantees.
The moment I work on
What worked at 20 customers breaks at 200.
Launches drift
Timelines vary by rep, segment, or customer readiness—and the reason is not visible in the standard report.
CS absorbs the work
CSMs are project-managing implementations while leadership debates whether the answer is more headcount.
Every customer is custom
Handoffs, milestones, and value definitions live in people's heads instead of a coherent operating model.
The front door
Diagnosis before intervention.
The Onboarding Performance Diagnostic is a fixed three-week engagement designed to answer one question: what is actually preventing customers from reaching value faster and more predictably, and what should change first?
See the scope and process →How I work
Evidence, not theater.
Frame the real question
Agree on the operating decision the work must support—not a predetermined solution.
Triangulate the evidence
Combine data, stakeholder interviews, customer journey evidence, and process artifacts.
Prioritize what changes first
Separate the primary constraint from contributing causes and translate findings into a practical 90-day plan.
Operator experience
Built inside the work.
I have spent 12+ years leading onboarding, implementation, support, and professional services teams at Staffbase, Bonusly, and Mindbody/Booker—from building new functions to redesigning handoffs, segmentation, delivery systems, and measurement.
More about Andrew →12+
years in post-sale and professional-services leadership
3
B2B SaaS operating environments across SMB, enterprise, and multi-site customers
A useful next step
Is the problem worth diagnosing?
A 30-minute working conversation will help us determine whether the Onboarding Performance Diagnostic is the right next step.