Onboarding builds for B2B SaaS teams of 10 to 100 people
Get every new customer from signed agreement to first useful result.
I build the repeatable onboarding process behind that journey. Your team gets clear ownership, working tools, and the training to run it without you.
- $5,000 fixed fee
- 4 to 6 weeks
- Mostly asynchronous
- Built in tools you already use
- Signed agreement
- Sales handoff
- Kickoff
- Setup and training
- First useful result
Who this is for
Small SaaS teams where onboarding still depends on one person.
Your founder or team lead still coordinates every onboarding.
New customers sign, then stall between steps before they see value.
You're hiring for onboarding, and the new person needs a process to follow.
The pilot covers one product and one customer segment.
What you receive
A working onboarding function, not a slide deck.
- A defined customer journey
- Sales handoff, milestones, owners and completion criteria, built from your last three onboardings rather than a template.
- A working onboarding tracker
- One workspace in a tool you already use (HubSpot, Notion, Asana or similar), with up to two native automations.
- Customer communications
- Up to four reusable templates: kickoff, progress update, reminder and handoff.
- A team playbook
- How to run the process, handle delays and escalate, plus one live training session.
- A measurement plan
- A baseline from your existing data, then time to first useful result, overdue milestones and staff hours tracked from day one.
How the pilot works
Four to six weeks from the agreed start.
Most collaboration is asynchronous. The pilot includes a kickoff, a working review, team training and one revision round.
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Agree scope and tools
We choose the product, the customer segment, the tools you already use, and what counts as done.
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Review your current process
I study your last three onboardings to see where customers stall and who owns each step.
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Build and test together
I build the journey, tracker, templates and playbook, and we test the workflow together.
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Train and hand over
Your team gets a live training session and one revision round, then your process owner takes it from there.
Fee and scope
One fixed price, agreed before we start.
- Half at kickoff, half at the agreed handover.
- Your side provides a process owner, access to the agreed tools and timely feedback.
- Software subscriptions are paid by you.
- Additional journeys, custom integrations and ongoing delivery are scoped separately.
Who you'll work with
More than 13 years across customer success, onboarding and account management.
Aaron Hays
Founder, Firstmile
Most recently I built the post-sale operation at an early-stage SaaS company: hiring the team, designing the onboarding workflows and building the systems to run them, with kickoffs inside a week of signature and over 80% of new accounts activated. Before that, onboarding at ZoomInfo and Optimizely, and account leadership at Rockbot, where my team managed a $7 million ARR portfolio at 130% net revenue retention.
- ZoomInfo
- Optimizely
- Rockbot
- 13+ years in post-sale SaaS
Next step
Start with a 20-minute conversation.
We walk through where onboarding stalls and whether this fits. If it does, you get a written scope, start date and acceptance criteria before committing to anything.