Customer Onboarding
Maya and James work together to deliver personalised onboarding at scale — reducing time-to-value by 50%, cutting first-90-day churn by 35%, and giving your CSMs capacity to focus on growth.
50%
Faster time-to-value
35%
Less churn in first 90 days
80%
Setup completion rate
4x
CSM capacity
The challenge
Most churn is decided in the first 30 days — not at renewal. And most teams don’t have the bandwidth to prevent it manually, at scale.
Maya monitors every new customer's activation progress and triggers proactive outreach the moment someone falls behind — sending personalised nudges, guides, and check-ins before they ever think about churning.
Maya handles the high-volume, repetitive questions that flood CSMs in the first 30 days — how-tos, configuration guides, feature explanations — so your team can focus on the strategic conversations that build real relationships.
Maya and James build personalised onboarding sequences based on each customer's use case, plan tier, and product behaviour — so every customer gets a path to value that's relevant to them, not a generic checklist.
James proactively books setup calls, sends milestone reminders, and escalates stalled customers to CSMs with full context — ensuring nobody gets stuck on a step that costs them their first month of value.
Use cases
Greets every new customer with a personalised welcome sequence tailored to their use case, role, and plan — setting clear expectations, sharing first steps, and making them feel like a priority from day one.
50% faster time-to-value
for customers in Maya-managed welcome sequences
Monitors product usage data and sends timely, in-context nudges when customers haven't discovered a feature that would directly benefit their workflow — driving deeper adoption without manual CSM intervention.
80% setup completion
vs. 45% without automated adoption nudges
Tracks each customer's setup progress and sends personalised reminders at key milestones — connecting data sources, inviting team members, running first reports — keeping momentum high in the critical early weeks.
35% less churn
in first 90 days for milestone-tracked customers
Proactively schedules check-in calls at the right moments in the onboarding journey — after key milestones, before renewal windows, or when health score signals a customer at risk.
4x CSM capacity
with James managing check-in scheduling
Tracks login frequency, feature adoption, support tickets, and engagement signals to build a real-time health score — surfacing at-risk customers to CSMs before the warning signs become churn.
92% early detection
of at-risk accounts before day 60
Identifies customers who are growing into their plan limits, adding users rapidly, or engaging with upgrade-related features — then initiates a personalised expansion conversation at exactly the right moment.
40% upsell rate
on James-identified expansion signals in first 90 days
How it works
Plug in Mixpanel, Amplitude, HubSpot, and your product database. Maya and James start building a picture of each customer's setup progress, usage patterns, and health signals immediately.
Map out your ideal activation path — the features to adopt, the integrations to connect, the outcomes to reach. The agents monitor every customer's progress and intervene when they drift off track.
Maya and James run every onboarding journey automatically. Your CSMs get escalations with full context, expansion signals to act on, and capacity to build the kind of relationships that drive NRR.
“Our CSMs were drowning in repetitive onboarding questions — the same ten things, over and over, from every new customer. Maya and James took all of that off their plates. Now our CSMs are having strategic conversations instead of answering how-tos, churn in the first 90 days has dropped by 35%, and our team can handle four times the book of business.”
Head of Customer Success
PLG SaaS company, 5,000+ customers
Integrations
Intercom
Messaging
HubSpot
CRM
Mixpanel
Analytics
Amplitude
Analytics
Stripe
Payments
Notion
Knowledge Base
Slack
Communication
Zoom
Video
Start a free trial and see how Maya and James guide every customer to value — while your CSMs focus on the relationships that drive growth.