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Show me where onboarding stalls
Customer onboarding software for SaaS customer success teams

Onboard customers faster. Keep them long past go-live.

Automated journeys and guided product tours get customers to value, fast. And, if customers start losing momentum, ChurnZero flags that too.
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Every onboarder visible in one place. Milestones, owners, and progress across your whole book of business.

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More onboarding without more specialists. Journeys run the touchpoints your team can’t get to.

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AI agents, purpose-built for customer success. You set whether they suggest, draft, or act.

See where onboarding loses renewals

Enter your email and pick a time. 30 minutes, no prep needed.
You’ll see where your own onboarding breaks down, not a feature tour.
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The first ninety days

Renewal is decided at onboarding.

By the time a health score surfaces a struggling account, the habits that decided the churn were set months earlier during onboarding.
1

Every onboarding runs a little differently

The process lives in each CSM’s head. One decides an account is onboarded because the kickoff went well, another because the customer stopped emailing. The experience a customer gets depends on who picked up the account.
2

You find out an onboarding stalled after it stalled

Progress sits in a project tool, a spreadsheet, and somebody’s inbox. Leadership sees a slice of what’s actually in flight, and the accounts drifting are the ones missing from the report.
3

The account drops off the radar at handoff

Onboarding closes the project and hands the customer to a CSM starting from scratch. The week after go-live is when the relationship is thinnest, and it’s the week the tooling stops looking.
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How ChurnZero covers the whole line

One journey, kickoff to renewal.

Step 01

Clone your best onboarding

A Journey lays out the milestones, names who owns each one, and starts the clock. Miss a step or slide a date and you hear about it that day, across every account, not at the next review.
Journey report in progress
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Step 02

Let the product do the teaching

Guided tours walk new users through setup inside the product, at whatever hour they sat down to try it, and in-app messages land when behavior calls for one. Agents write the follow-ups, so work that waited on a CSM’s free afternoon now runs itself.
Walkthrough
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Step 03

Hand off without starting over

ChurnScore reads the history onboarding already built instead of spending three months building its own. A Play introduces the incoming CSM inside the app and drafts their first email, so the customer meets a person rather than a new name in their inbox.
Hand off without starting over
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Proof, Not Promises

Better onboarding, better retention.

What four customer success teams did after moving onboarding into ChurnZero.
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Visibility into active onboarding journeys, up from 40%.

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Reduction in onboarding time, from 90 days to under 60.

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Decrease in churn in the period right after onboarding.

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Increase in account coverage.

5 stars
“We know that renewal starts from day one and a healthy onboarding experience sets the foundation for a positive relationship.”

Rob Wilkinson,

Director of Customer Success, Smoothwall
5 stars
“The digital touchpoints make it a quicker and more natural progression for the customer.”

Chelsea Reece,

Director of Operations and Enablement, MyShopManager
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“By defining and automating aspects of our onboarding process, we’ve increased our gross retention by more than 20%.”

Brady James,

VP of Customer Success, GoCanvas
If You Have Other Tabs Open

Every tool on your shortlist will give you an onboarding checklist.

The difference shows up at go-live: whether the account carries its history into ChurnScore, or whether the record closes and the CSM starts over.

ChurnZero

Standalone onboarding tools

Spreadsheets, email, and the CRM

What it covers

ChurnZero

Kickoff through the first renewal, in one platform

Standalone onboarding tools

Kickoff to go-live. The record closes after.

Spreadsheets, email, and the CRM

Whatever somebody remembered to update

Who runs it day to day

ChurnZero

Your existing CS team, with no dedicated admin

Standalone onboarding tools

Your CS team, plus the work of keeping a second system in sync

Spreadsheets, email, and the CRM

Whoever built the sheet, until that person changes jobs

What happens when an onboarding stalls

ChurnZero

An alert fires and the journey runs the follow-up

Standalone onboarding tools

A task goes overdue in a project view, and waits for whoever opens it

Spreadsheets, email, and the CRM

Somebody notices at the next review, if the row got filled in

What happens at handoff

ChurnZero

Same account, same history. The CSM is introduced in-app and the score picks up where onboarding left off

Standalone onboarding tools

The project closes and the account starts again in a different tool

Spreadsheets, email, and the CRM

A handover document, assuming one got written

Where the AI sits

ChurnZero

Named agents running inside the onboarding journey, and you set whether they suggest, draft, or act

Standalone onboarding tools

A summarizer sitting over project data

Spreadsheets, email, and the CRM

None, or a sales-motion AI pointed at post-sale problems it was not trained on

What growing onboarding volume costs you

ChurnZero

Coverage per CSM goes up. Headcount doesn't have to

Standalone onboarding tools

More projects, and eventually more coordinators to run them

Spreadsheets, email, and the CRM

More manual maintenance, carried by the same people

Before You Book

The questions that come up on every first call

Isn't a dedicated onboarding tool better at this than a CS platform?

It’s better at running the project. The project isn’t what decides the renewal. A dedicated tool closes the record at go-live and hands the account to a CSM with no history attached. ChurnZero runs onboarding on the same platform that scores health and forecasts renewal, so onboarding is still visible when it counts.

We already track onboarding in a project tool. Why change?

A tracker records progress. It can’t act on it. In ChurnZero a slipped date or a drop in engagement triggers the follow-up itself, so onboarding stops depending on who had time to check the tracker this week.

Who has to run this day to day?

Your existing CS team. ChurnZero is configured and maintained without a dedicated admin, which matters when the problem is scale: a platform that needs its own admin adds headcount instead of saving it. You also get a named CSM on the ChurnZero side, not a support queue.

What happens when onboarding ends and the CSM takes over?

A Play introduces the incoming CSM inside the product and drafts their first email, so the customer meets a person rather than a new name in their inbox. ChurnScore carries the onboarding history forward, and if the account looks shaky the Journey holds the transition until it steadies.

Do we need an AI strategy before we can use this?

No. The agents are purpose-built for customer success and work inside the onboarding journey your team already runs. Each has a defined job, from keeping stakeholders clear to building a success plan, and you set how far each one goes: suggest, draft, or take an approved action.

What does the partnership look like once we're live?

A named CSM on your account, support with tracked reply-time service levels, in-app spaces where the ChurnZero team works alongside yours, and a customer community outside the software.

Onboarding ends.

Your visibility shouldn’t.

See where onboarding loses renewals

Enter your email and pick a time on the calendar. 30 minutes, built around your onboarding process.