Fix Your SaaS Onboarding. Keep More Customers.

Build scalable customer success systems that reduce churn, accelerate time-to-value, and drive predictable revenue growth.

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Built CS From Scratch
First CS hire—created all onboarding processes, playbooks, and scalable systems
10-200 Employees
Specialized in early and mid-market SaaS companies scaling CS operations
14 Years B2B SaaS
Deep expertise across enterprise platforms and high-growth startups
Integrated 30+ Platforms
Salesforce, Google Analytics, Adobe, HubSpot—experience connecting diverse tech stacks

The Problem With Most SaaS Onboarding

Customers sign up excited and churn before seeing value. Your CS team is reactive instead of strategic. Your onboarding lacks consistency and measurability.

High Early-Stage Churn

Customers leave within 60-90 days because they never reached their first meaningful outcome. No clear path to value means no retention.

Inconsistent Execution

Every CSM onboards differently. No standardized playbooks, milestones, or success criteria. Results depend on who handles the account.

No Visibility Into Risk

You don't know which customers are stuck until they tell you they're canceling. No early warning systems or health tracking.

Why Work With Me

What makes this different from other consulting options.

I've Actually Built This

I'm not theorizing from a framework. I built an entire CS operation from scratch as the first hire. I know what works because I've done it.

Focused on Onboarding

I don't do "general CS strategy." I specialize in onboarding systems because that's where most companies lose customers. Narrow focus, deeper expertise.

Practical, Not Academic

You get templates, playbooks, and frameworks you can use immediately. No 50-page reports that sit on a shelf. Actionable deliverables, not theory.

You Don't Need Software

I've built effective onboarding with spreadsheets and Notion. Process matters more than tools. I'll tell you what you actually need, not upsell you on platforms.

Consulting Services

Choose the engagement level that fits your current needs and budget.

Onboarding Audit

$3k - $6k
4-6 weeks
Comprehensive audit of your onboarding process, documentation, and customer journey. I'll identify gaps, prioritize fixes, and give you a clear roadmap to execute improvements.

Deliverables:

  • Full onboarding process audit with gap analysis
  • Prioritized 90-day implementation roadmap
  • Process documentation templates (kickoff emails, checklists, milestone guides)
  • Team training session on executing the roadmap
  • Follow-up Q&A session 30 days after delivery
Best for: Early-stage companies (10-50 employees) with internal resources to execute improvements but need expert guidance on what to fix first.
Most Popular

Audit + Implementation Support

$8k - $15k
3-6 months
Everything in the audit plus ongoing support as you execute the roadmap. Monthly check-ins to troubleshoot issues, refine processes based on results, and keep implementation on track.

Deliverables:

  • All audit deliverables included
  • Monthly implementation check-in calls (60 min)
  • Ongoing email/Slack support for troubleshooting
  • Process iteration and refinement based on early results
  • Additional training sessions as needed
  • Metrics tracking guidance and dashboard recommendations
Best for: Growing companies (30-100 employees) who need accountability and expert guidance during implementation, not just a plan.

Fractional CS Leadership

$4k - $8k/month
Ongoing retainer
Strategic customer success leadership without the full-time hire. Get consistent support for process optimization, team coaching, and CS strategy development. Includes regular office hours and async communication.

Deliverables:

  • 10-20 hours per month of dedicated support
  • CS strategy development and quarterly planning
  • Team coaching and 1-on-1 CSM development
  • Monthly metrics reviews and performance tracking
  • Process optimization and playbook refinement
  • Async Slack/email support for urgent questions
Best for: Mid-market companies (50-200 employees) that need ongoing CS leadership and strategic guidance but aren't ready to hire a full-time VP of Customer Success.

Team Training & Workshops

$2k - $4k
1-2 days
Standalone workshops on specific customer success topics. Choose from onboarding best practices, driving product adoption, handling difficult renewal conversations, or building CS playbooks.

Deliverables:

  • Custom workshop design based on your needs
  • Live training sessions (virtual or in-person)
  • Actionable frameworks and worksheets
  • Post-workshop resource packet and templates
  • Recording of session for future reference
  • 30-day follow-up Q&A session
Best for: Companies with established systems who need to upskill their CS team on specific topics or processes. Great for team development days.

How Engagements Work

A structured approach focused on identifying problems, building solutions, and enabling your team to execute.

1

Discovery & Audit

Interview your team, shadow customer onboardings, review documentation and tools. Understand what's actually happening versus what should be happening.

2

Analysis & Roadmap

Identify gaps in your onboarding process and build a prioritized 90-day roadmap. Focus on high-impact changes that reduce churn and accelerate time-to-value.

3

Delivery & Enablement

Present findings, deliver documentation templates and playbooks, train your team. Ensure your CSMs can execute the roadmap independently.

About Ian Dennis

Ian Dennis

I've spent 14 years in B2B SaaS customer success, with most of that time focused on building onboarding systems that actually work.

I was the first CS hire at a fast-growing SaaS reseller where there were no playbooks, no processes, and no documentation. I built everything from scratch: onboarding frameworks, documentation systems, and scalable processes. Over 8 years, I grew that operation from 9 clients to 50+ and scaled portfolio spend from $17M to $73M.

During that time, I led 140+ platform implementations and integrated with 30+ different systems (Salesforce, Google Analytics, Adobe, HubSpot, and many others). Every customer had a different tech stack and different goals. I became expert at connecting complex systems and getting customers to their first win quickly.

Now I help SaaS companies build the onboarding systems that took me years to develop. If your onboarding is manual, inconsistent, or just not working, I can help you fix it.

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Frequently Asked Questions

What's the biggest mistake companies make with onboarding? +
Treating onboarding as a one-time event instead of a structured process. Most companies conduct a kickoff call and hope customers figure out the rest. Effective onboarding includes clear milestones, proactive check-ins, and specific success criteria for the first 90 days.
How is this different from hiring a VP of Customer Success? +
A VP of CS is a full-time executive hire focused on long-term team management and organizational strategy. This is project-based consulting focused on solving specific onboarding problems quickly. If you're not ready for a full-time CS leader but know your onboarding needs fixing, this is a faster and more cost-effective approach.
What size companies do you work with? +
Primary focus is early to mid-market SaaS companies with 10-200 employees. You're past the founder-led sales stage but haven't yet built a large CS organization. I also work with smaller companies that need help establishing their first onboarding processes.
Do I need a CS team in place? +
No. Some engagements involve companies where founders or account managers still handle onboarding manually. I can help establish repeatable systems regardless of whether you have a dedicated CS team.
Do we need customer success software or can we use spreadsheets? +
You don't need expensive CS software to build effective onboarding. I've built successful systems using email automation, Notion, and spreadsheet tracking. Process matters more than tools. That said, proper CS software becomes valuable when managing 30+ customers. I can help assess what you actually need.
How long does it take to see improvements? +
You'll receive a roadmap and documentation templates within 4-6 weeks. Results depend on implementation speed. Most companies see measurable improvements in time-to-value and engagement within 60-90 days of implementing new processes.
Can you guarantee specific results like reducing churn by X%? +
No. Anyone guaranteeing specific churn reduction percentages is not being honest. What I can guarantee is identifying where your onboarding is broken, providing a clear roadmap to fix it, and training your team to execute. Results depend on your implementation, product, and market. However, fixing obvious gaps—like unclear success criteria or inconsistent CSM execution—will produce measurable improvements.
What if I need ongoing help after the audit? +
The "Audit + Implementation Support" and "Fractional CS Leadership" options provide ongoing guidance. An audit delivers a roadmap, but if you need help executing or want continued strategic support, we can structure an engagement that fits your needs.

Book a Call

Send a message to discuss your onboarding challenges and we'll schedule a time to connect.