Athenian's Customer Onboarding Plan

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

The moment a customer purchases your product, there’s typically excitement and anticipation for what’s to come next. As they move from Sales to Customer Success, it’s important to keep that momentum high and ensure customers have a smooth onboarding experience and a great first impression of your team.

Athenian’s Customer Onboarding Blueprint is a great example of how CS teams can streamline implementation for not only new users and leadership, but also the CSMs involved. With Vitally Doc Templates, teams can create and insert standardized Projects (a collection of Tasks) to ensure all parties stay on track.

José Caldeira, the VP of Engineering Success at Athenian, uses this Customer Onboarding Blueprint to ensure customers receive an excellent onboarding experience and they are set up for success.

Preview of Blueprint

‍When to use a Customer Onboarding Blueprint

This Customer Onboarding Blueprint is ideal for Customer Success teams who operate with a Hybrid or High Touch Customer Success model, where accounts have a dedicated Implementation, Onboarding, or Customer Success Manager as their point of contact.

We’ve included example Tasks to help you seamlessly move accounts from one stage to the next. The Project Milestones include kickoff activities and homework for the customer, along with success planning for both the team you’ll be working with and your leadership contacts. This Blueprint offers a great starting point or source of inspiration for teams who may not already have a process in place.

‍KPIs Impacted‍

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT) Score
• Product Adoption Rate
• Net Revenue Retention (NRR) Rate
• Churn Rate

What data points or information will you need to complete or add?

The way that you onboard new accounts will vary, so you’ll want to edit the Project Milestones and Tasks to fit your needs. In addition, you might have separate teams for onboarding and training, so you’ll need to assign these Tasks to the proper key roles.

With Vitally Doc Templates, teams can assign Tasks for customers to complete (e.g., “Homework - Team leads follow Athenian online training”), to create even more transparency and accountability on both sides.

‍How can you customize this for other use cases?

This Customer Onboarding Blueprint uses Vitally Docs, Projects, and Account Variables (customer data points). All of these elements are customizable and can be edited to fit your particular use case and industry.

In addition to Docs and Projects, Vitally users can create automated workflows to save time and be more proactive. For example, you could set up an automated Playbook that detects when an account has not fully onboarded. You could then assign Projects to get customers back on track or start Conversations (emails) to check-in with them.

‍About Athenian

Athenian’s mission is to help engineering leaders build better software, faster by leveraging metrics and insights. They provide a data-enabled engineering platform that offers end-to-end visibility into the software delivery lifecycle.

Athenian is a team of over 25 entirely remote across seven countries in the Americas, Europe, Africa and Asia - helping customers of all sizes uncover insights, boost efficiency, and drive business impact.