Orient
Introduce the working model, roles, and first meaningful outcome.
SuccessRelay for onboarding
Turn the onboarding plan into a path customers can follow.
Arrange product guidance around roles and milestones, reinforce live working sessions, and give every participant a clear place to continue between meetings.
OrientSet upPracticeAdoptContinue
Organize guidance around progress, not a tour of every feature.
A useful onboarding path begins with the customer's intended outcome. From there, give each role the product explanation and task context needed for the current milestone—without forcing every participant through the same material.
One onboarding path, five meaningful steps.
Set up
Pair each configuration task with the product context needed to complete it.
Practice
Reinforce a real workflow with a walkthrough customers can revisit.
Adopt
Point people to the next capability when it becomes relevant to their work.
Continue
Move recurring questions into self-serve help while keeping personal follow-up for account-specific guidance.
Give admins, practitioners, and champions different context.
Admin
Focus on setup responsibilities, governance, and handoffs.
Practitioner
Focus on the day-to-day workflow and the point at which work is complete.
Champion
Focus on the intended outcome, team participation, and the next milestone.
Keep the customer success manager in the loop.
Reusable guidance handles repeated explanation. The customer success manager still owns account context, priorities, decisions, and intervention when the path needs to change.
Add a personal follow-upExample onboarding path
Reveal the next milestone, not the whole library.
A new customer receives an orientation, an admin setup walkthrough, a practitioner workflow, and a short follow-up from the customer success manager. Each item points to the next milestone rather than exposing the entire content library at once.
Customer onboarding questions
Does SuccessRelay manage the full implementation project?
It supports product guidance and customer handoffs. Project plans, technical implementation, account decisions, and success governance remain with the systems and people that own them.
Can onboarding content differ by role?
Yes. Organize guidance around the responsibilities and milestones that matter to admins, practitioners, and champions rather than giving everyone the same path.
What belongs in self-serve onboarding?
Repeatable product tasks and explanations are good candidates. Decisions that depend on account context should stay with the responsible team member.
Start with one onboarding milestone.
Share how you guide customers today and where participants tend to lose the thread.