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Process

Onboarding call

  • Once we either get confirmation for the Starter or Enterprise tier, the salesperson will introduce the customer to the CSM via email.
  • On this call, the customer will share their screen and use the self service product to sign up, pay for their subscription, set up a monthly stipend, get a walkthrough of the full experience, and invite their first team member. Be prepared to walk them through the guided process.
  • The customer will have a handful of questions on how to use the platform. An important part of this call is explaining the support channels available in the app, both for employers and employees.
  • At the end of the call, ask the customer if there’s a preferred 15 minute monthly check in time to make sure they are getting most use of their subscription. Send the calendar invite on the call.
  • Follow up via email by thanking them for the partnership, the product docs, and reminding them of the support channels.

Monthly Check Ins

  • CSMs are required to meet with all customers once a month for 15 minutes.
  • On this call, ask the customer to share their screen to walk through the benefits and product feedback pages. This is to make sure they see the data that proves the value from their subscription with us.
  • Discuss any new features, especially those that drive upsells (e.g. team management, integrations, etc.).
  • Follow up via email with notes on the new features and any action items discussed.