Customer onboarding strategy vs. execution: Where to bring in your CS team

March 20, 2023

This webinar by Rocketlane featured Laura Kightlinger, the VP of Customer Success - International at Seismic, leading a session on the roles and responsibilities of a CSM throughout the customer journey.In the session, Laura covered:- What it means to be a CSM Implementation vs. Customer Onboarding at Seismic - The customer journey at Seismic The benefits and outcomes of the split workflow approach- How the Seismic team assesses the success of their implementation and customer onboarding- Who owns escalation management at Seismic Seismic’s ‘train the trainer’ approach- Advice for one-person CS teams trying to build up processes and standards in a startup