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Rethinking Step One: How a Simple Onboarding Change Transformed Retention

Writer's picture: Kristi FaltorussoKristi Faltorusso

Onboarding can make or break customer success.


A few years ago—at a few different companies—I made a small tweak to the way we onboarded new customers. And that one shift? It changed everything.




Instead of diving straight into technical implementation, we started with what I called a Partnership Kickoff.


The impact?


✅ Higher retention

✅ Faster onboarding success

✅ Stronger customer relationships from day one


Here’s why it worked—and how you can apply it to your own process.


Why the Partnership Kickoff Changed Everything


Traditional onboarding often jumps into the how—setting up systems, enabling features, and pushing toward go-live.


But in reality? Onboarding is a relationship, not just a process.


So instead of rushing to “get things done,” the Partnership Kickoff slowed things down just enough to build alignment and trust.


Here’s what changed:


🔹 We engaged all key stakeholders – No more fragmented conversations; everyone who mattered was in the room.

🔹 We confirmed success criteria upfront – No assumptions, just clarity on what “success” actually meant for them.

🔹 We set expectations on BOTH sides – Transparency on responsibilities, timelines, and challenges.

🔹 We clarified roles – No confusion about who was doing what during onboarding (and beyond).

🔹 We created space for questions – Addressing concerns early prevented escalations later.


This wasn’t just a feel-good meeting. It was a proactive strategy to reduce churn, increase adoption, and strengthen relationships.


The Secret Sauce: How We Made It Stick


A kickoff only works if it’s intentional. Here’s how we ensured this wasn’t just another meeting:


1️⃣ Set Expectations Early


We got buy-in from Sales on the importance of the meeting. CSMs reinforced it in their very first email, making it clear this was step one, not optional.


2️⃣ Use a New Customer Intake Form


Instead of relying solely on Sales handoffs, we asked customers to fill out a quick intake form before the kickoff.


This meant:

✅ No guesswork on goals or priorities

✅ No misalignment between Sales and CS

✅ No wasted time on avoidable back-and-forth


3️⃣ Prep the Right Way


We sent the kickoff deck in advance so the meeting wasn’t a one-way presentation. Instead, it became a conversation—centered around the customer’s needs, not our agenda.


4️⃣ Lead with Goals and Expectations


Customer goals weren’t an afterthought—they were the starting point.


We framed onboarding around their definition of success, not just product milestones.


5️⃣ Clarify Next Steps Immediately


Every kickoff ended with clear next steps, including:


➡️ Who owns what

➡️ What happens next

➡️ When we check in again


No ambiguity. Just alignment.


The Results: Big Impact from a Small Change

Customers felt heard. Understood. Set up for success.


It wasn’t magic—but it sure felt like it.


By adding one structured step before implementation, we reduced friction, minimized risk, and set the foundation for a long-term partnership.


Final Thought: Are You Being Intentional About Step One?

Customer onboarding isn’t just about getting them live—it’s about getting them invested.


If your onboarding experience starts with tech setup instead of partnership alignment, it might be time to rethink your approach.

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