The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)

Unchurned - The No. 1 podcast for Customer Success

Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠ & ⁠Josh Schachter⁠.

They discuss how OnRamp is designed to streamline the onboarding process for customers.

The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue.

From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision.

Timestamps 0:00 - Preview

1:07 - Welcome to The Pantless Podcast

2:43 - Meet our hosts

4:58 - Bid Adieu Mickey!

9:42 - Josh & Kristi argue about the right way to introduce guests

11:30 - Meet Paul Holder

12:22 - The onboarding tool stack can be chaotic

16:41 - OnRamp is not just another onboarding platform

20:14 - Leading the CS Team at Troops

22:53 - Jon takes center stage

23:39 - How can CSMs ensure growth & retention

25:55 - Kristi is ambitious

26:38 - Practicing customer obsession

30:18 - How can CSMs become irreplaceable?

32:28 - Transitioning as a Co-Founder

34:39 - Banter & Closing

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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