Launches drift
Timelines vary by rep, segment, or customer readiness—and the reason is not visible in the standard report.
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.
The moment I work on
What worked at 20 customers breaks at 200.
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.