Onboarding & retention at scale

Problem

More than 100 accounts to onboard with no documented playbooks and no health monitoring — the team could only react. Then a competitor acquisition meant migrating an entire acquired customer base off a legacy system.

Action

Ran a hybrid onboarding model pairing automation with personalized check-ins, backed by documented playbooks. Built real-time customer health dashboards in HubSpot and Looker Studio tracking churn, adoption, retention, and renewal forecast, so at-risk accounts surfaced before renewal. Managed the full customer transition during the acquisition and decommissioned the legacy system.

Impact

• ~90% retention across 100+ onboardings
• under 5% churn on the acquired-base migration
• 100% platform adoption on the migrated base
• team moved from reactive reporting to proactive intervention

Stack