Welcome to The Onboarding Lab

Do you know the feeling?

When your SaaS company pours tons of money and energy into marketing, sales, and customer acquisition. They work tirelessly to attract new customers. But then customers slip through the cracks before they get to experience the real value you offer. They struggle early on to adopt your product. Growth dwindles before it even gets going. It’s an uphill battle to keep them engaged and even harder to ensure renewal.

The culprit? Uninspired customer onboarding that fails to hit the mark.

For too long, Customer Onboarding has been treated as an afterthought instead of a priority. Yet it has the ability to massively impact recurring revenue.

I'm on a personal mission to put Customer Onboarding on the SaaS map. I feel strongly that there is a ton of money left on the table when we don’t nail the initial customer experience.

Who am I?

Hi 👋 my name is Clare Knight. With over a decade of experience across high-growth startups and acquisitions, I've experienced firsthand how nailing (and failing) the onboarding phase can make or break a SaaS business.

I've become obsessed with elevating Customer Onboarding in the SaaS industry and making it your biggest competitive advantage.

What is The Onboarding Lab?

Through The Onboarding Lab newsletter, we're going to experiment with ideas from psychology to transform those crucial first user experiences.

Each issue, I'll share an actionable project blending the science of psychology with Customer Onboarding. No one-size-fits-all advice here... just frameworks for utilising behavioural science ideas that captivate audiences and spark product obsession.

So if churn and poor adoption are hampering your growth engine, consider this your official invitation to become an original member of The Onboarding Lab.

How to get involved:

Let’s turn Customer Onboarding into your growth engine. 💪

See you in the newsletters!

Clare Knight

Founder & Writer

The Onboarding Lab