The significance of customer onboarding, strategies for developing and scaling customer onboarding processes & delivering a seamless onboarding experience for customers.
The significance of customer onboarding, strategies for developing and scaling customer onboarding processes & delivering a seamless onboarding experience for customers.
Onboarding is an incredibly important part of the customer lifecycle, with many potential challenges. But to ensure a seamless onboarding experience for all segments, we must establish strong foundations in process. In this session, Rita Caetano, Customer Success Team Lead at Customer.io and Alex Howe, Manager of Customer Success & Onboarding at Podium will share their experiences and best practices on customer onboarding.
Gurprem Sagoo
Gurprem Sagoo
Customer Success Operations Manager
Customer Success Operations Manager
Planhat
Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.
Rita Caetano
Rita Caetano
Customer Success Lead
Customer Success Lead
Customer.io
Rita Caetano is a Customer Success Team Lead at Customer.io with 5 years of experience in Saas Customer Success. In her role, Rita partners with customers to refine their customer messaging strategy using real-time data in the powerful Customer.io platform, ensuring customers have the necessary tools for successful onboarding. Passionate about user-friendly technical tools, she encourages her team to be creative, experiment, and drive results.
Alex Howe
Alex Howe
Manager of CS & Onboarding
Manager of CS & Onboarding
Alex Howe is a Manager of Customer Success & Onboarding at Podium with 6 years spent across Strategic, SMB Customer Success & Onboarding teams. Whether as a leader or an IC, he passionately believes in empowering CS teams with: clear performance KPIs, the ability to provide 1:1 consulting, strong internal cross functional connections, and the tools necessary to drive meaningful progress for their clients & within their organizations.
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
