Most SaaS companies treat onboarding like a checklist Rocketlane turns it into a competitive edge.In this episode of SaaS Fuel, Jeff Mains welcomes Srikrishnan Ganesan , co-founder and CEO of Rocketlane. Sri shares how strategic onboarding builds trust, boosts expansion revenue, and drives customer success from Day 1.They explore how AI is transforming service delivery from reactive to proactive, and why onboarding is the second sale that most founders overlook. Whether you're scaling a SaaS product, leading a customer success team, or building from zero, this episode is packed with frameworks, strategies, and insight.🔑 What you’ll learn:Why onboarding is the biggest untapped growth lever in SaaSHow to build trust early and drive outcomes that lastThe power of proactive partnership and strategic alignmentWhat most founders underestimate about onboardingHow Rocketlane uses AI to scale delivery and boost CS🎯 Ready to slash churn and create long-term advocates? Don’t miss this.Key Takeaways00:00 – Building trust through governance and standardization03:18 – Why onboarding is the real start of the customer journey04:10 – AI’s role in scaling onboarding and CS10:07 – What Rocketlane solves for onboarding teams11:59 – Why poor onboarding triggers early churn12:28 – The second sale: onboarding as activation14:54 – Building confidence post-sale with seamless onboarding18:44 – Acting as a partner, not just a vendor20:18 – Lessons learned from being acquired by Freshworks23:18 – What Srikrishnan had to unlearn as a second-time founder25:42 – Testing market traction before building28:02 – Marketing with customer language29:11 – The Captain’s Keys: leadership meets drama30:20 – Biggest challenge in building Rocketlane32:13 – Hiring with empathy and strategic insight33:09 – Power of onboarding communities and shared lessons34:06 – Early missteps that shaped Sri’s leadership36:07 – Bootstrapped or funded? Capital strategy breakdown39:12 – How Rocketlane uses AI in onboarding43:22 – Thinking beyond operations: AI in professional services45:20 – Final advice: optimize your onboarding this quarter46:06 – Where to find Rocketlane and connect with Srikrishnan47:20 – Upcoming guests: Pete Stagg and Andreas VoniatisTweetable Quotes"Onboarding is the second sale. That’s where trust is built or broken." – Srikrishnan Ganesan "When the vendor is chasing progress, not the customer, that’s when partnerships thrive." – Srikrishnan Ganesan "You win onboarding when customers say: ‘Wow, that was easy.’" – Jeff Mains"Poor onboarding is the silent churn trigger hiding in plain sight." – Jeff Mains"The best onboarding teams think like strategists, not just project managers." – Srikrishnan Ganesan "AI lets us scale delivery, elevate service, and stay one step ahead of customer needs." – Srikrishnan Ganesan SaaS Leadership LessonsOnboarding is the second sale. It’s your chance to reaffirm the customer’s decision and set the tone for a long-term partnership.Governance builds trust. Standardizing how you deliver results creates confidence and drives repeatable success.Proactive support beats reactive fixes. When vendors lead the relationship and stay ahead of issues, customers see them as true partners.AI is redefining customer success. From flagging bottlenecks to guiding implementations, intelligent automation elevates the...

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