Services
Customer Success
Onboarding Friction Audit
Identify where new customers get stuck during onboarding and what it costs you in time-to-value and early churn.
Foundation
Early churn is almost never about the product. Customers who cancel in the first 90 days usually hit a specific friction point, couldn't get past it without help they didn't receive, and quietly stopped engaging. By the time CS noticed the disengagement, the decision was already made. The friction audit locates those specific points in the onboarding journey, quantifies how much churn they're driving, and produces a set of targeted changes to the moments that matter most.
Customers who churn in the first 90 days almost never churn because the product doesn't work. They churn because they couldn't figure out how to make it work for their specific situation, ran out of time to try, and quietly stopped using it. The product team sees low usage. CS sees disengagement. But by the time either team intervenes, the customer has mentally moved on.
Onboarding friction tends to concentrate at specific points: the moment when setup requires integrating with an existing system, the first time a user tries to do something that requires configuration they haven't done yet, or the step where the value of the product depends on data the customer hasn't imported. These aren't product failures. They're points where the customer needed more guidance than they got.
What we do
We map the full onboarding journey from contract signature to first value achievement, identifying where customers slow down, where they disengage, and where they churn. We analyze support ticket patterns, CS interaction logs, and product usage data (if available) to locate the friction points that are driving early churn.
We also compare the onboarding journeys of customers who succeeded in the first 90 days against those who didn't, to identify what separates them.
For context on what this type of analysis typically surfaces, read why customers churn before they ever get started.
Deliverable
An onboarding friction audit with journey map, friction point ranking by churn impact, CS intervention trigger recommendations, and specific changes to onboarding content, sequencing, and support coverage at high-risk points.
Outcome
Lower early churn. Higher product adoption in the first 90 days. CS interventions that happen before customers disengage rather than after. And a clearer picture of which onboarding steps are doing real work versus which ones feel like process but don't move outcomes.
How Veloxa Stopped a Leaky Funnel and Grew Conversions by 22% — recovered $1.2M in pipeline, cut CPL by 40%, and grew conversions by 22%.
See how it worked in practice: Meridian Health reduced their sales cycle by 35%.
See how it worked in practice: Helios Health reduced early churn by 41%.
Best Fit
For any company where first-90-day churn is higher than it should be relative to the product's actual fit, or where CS spends significant time on accounts that should have been set up independently. Also the right engagement before launching any onboarding automation, since automation built on a broken process usually makes the friction faster, not better.