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.
SaaS Leadership Lessons
1. Onboarding is the second sale. It’s your chance to reaffirm the customer’s decision and set the tone for a long-term partnership.
2. Governance builds trust. Standardizing how you deliver results creates confidence and drives repeatable success.
3. Proactive support beats reactive fixes. When vendors lead the relationship and stay ahead of issues, customers see them as true partners.
4. is redefining customer success. From flagging bottlenecks to guiding implementations, intelligent automation elevates the onboarding experience.
5. Great onboarding reduces churn before it starts. Poor setup makes customers second-guess their purchase—before they even log in.
6. Your onboarding team needs strategic thinkers. It’s not just about delivery—it’s about insight, empathy, and aligning with customer goals.
🎯 Ready to slash churn and create long-term advocates? Don’t miss this.
Listen to the episode here.
