No path to first value
Customers don't know what "done" looks like in week one, so momentum fades.
For early-stage B2B SaaS founders
Your onboarding lives in your head. Let's write it down.
Done-for-you customer onboarding playbooks for B2B SaaS teams that are about to hire their first CSM, sign bigger customers, or stop running every kickoff themselves. One call from you, a clear price, and a playbook your team can actually run.
Book a free 10-min callSee a sample playbook outlineFrom $1,250 · Build $8,000 · Fractional $5,000/moEditable Google Docs or Notion. You own it.
Built by Alex Bitang: 15+ years leading SaaS implementation & customer success at companies like SAP, Ericsson and HP, where clients included RBS · Deutsche Bank · UK Ministry of Defence · BP · Heineken · P&G · Unilever · Siemens · Johnson & Johnson · Sanofi · AstraZeneca
The problem
Founder-led onboarding doesn't scale past the first handful of customers
Every implementation from scratch
Setup, data imports and integrations get reinvented for each new account.
Silent drop-off
No emails or check-ins catch the users who stall after signup.
Your first CSM starts with a blank page
The new hire spends their first months reverse-engineering what's in your head.
How it works
Four steps, one call from you
Intake call
30 minutes on your product, your customers and how onboarding runs today.
Docs review
You share existing docs, emails and help content. I audit them against your customers' path to first value.
Build
Playbook, emails, checklists and articles are drafted as editable docs, asynchronously.
Review & hand-off
One revision round, then everything is yours to run.
Turnaround: Starter in about 1–2 weeks and the Complete Playbook Build in about 4 weeks, both from the intake call.
Sample playbook preview
What you actually get
This is the standard outline of the playbook in the Complete Playbook Build. Every section is filled in for your product, your customers and your team. It's an outline of the deliverable, not a client's work.
Compare packagesCUSTOMER ONBOARDING PLAYBOOK · [Your Company] · v1.0
- Definition of first value. The activation milestone, how it's measured, and the target day
- Onboarding stages & owners. From signed to kickoff, setup, go-live and handoff, with a RACI for each
- Kickoff call agenda. Script, discovery questions and success criteria template
- Implementation plan. Setup, data migration and integration steps, with timelines
- Email touchpoints. Trigger, timing and copy for each lifecycle email
- Health signals & escalation rules. What "stalled" means and who acts
- Handoff to ongoing success. Go-live checklist and the first QBR prompt
- Templates appendix. Checklists, trackers and a welcome-email pack
Pricing
Start small, get the full build, or bring Alex on board.
Starter
$1,250
Find the gaps. One-time.
- 30-minute intake call
- Audit of signup flow, kickoff, docs and emails
- Prioritized gap report with recommendations
- Core playbook essentials: first-value definition, onboarding stages and kickoff agenda
- Delivered in about 1–2 weeks
Complete Playbook Build Recommended
$8,000
Your full onboarding system. One-time.
- 30-minute intake call and onboarding audit
- Customer journey map from signed to go-live
- Full customer onboarding playbook (outline above)
- Onboarding email sequence
- Implementation checklists (customer and internal)
- Templates pack and 5 help-center articles
- Handoff to ongoing success, plus a training session for your team
- One revision round and 30 days of follow-up support
- Delivered in about 4 weeks
Fractional Head of Onboarding
$5,000/month
6-month subscription. Alex runs onboarding with you.
- Alex as your part-time head of onboarding, 25 hours a month
- Ongoing playbook iteration as your product and customers change
- Launch oversight for new customers
- Coaching for your CS team
- Monthly onboarding metrics review
Bought the Build? Roll straight into the subscription, and your first month is included, so you don't pay twice.
Talk about fractionalAbout
Hi, I'm Alex Bitang
I've spent 15+ years leading SaaS implementation and customer success at companies like SAP, Ericsson and HP, where my clients included RBS, Deutsche Bank, the UK Ministry of Defence, BP, Heineken, P&G, Unilever, Siemens, Johnson & Johnson, Sanofi and AstraZeneca. I've been the person getting customers live, fielding the "how do I set this up?" questions, and watching accounts slip when nobody owned week one.
I also hold a master's degree in mobile communications and satellites, and I approach onboarding the way an engineer approaches a system: clear stages, measurable milestones, and documentation that still works when the person who wrote it is on vacation.
Onboarding Playbook Studio is how I package that experience for founders who need a repeatable onboarding process before they can hire a team to run it.
FAQ
Frequently asked questions
What does a SaaS customer onboarding consultant do?
A SaaS customer onboarding consultant maps how new customers get from signup to first value, finds where they stall, and builds the playbook, emails, checklists and help content that get them there faster.
What is a customer onboarding playbook?
A customer onboarding playbook is a written, repeatable process for onboarding new customers: stages, owners, milestones, success criteria, kickoff agenda, email touchpoints and escalation rules, so every customer gets the same strong start.
How does better onboarding reduce churn?
Many SaaS cancellations trace back to customers who never reached first value. A clear onboarding path with defined milestones and timely nudges helps more customers activate, which is the foundation for retention.
How much time do you need from my team?
For Starter and the Build: one 30-minute intake call plus access to your existing docs, help center and onboarding emails. Everything else is done asynchronously, with one review round included. The Build also includes a training session with your team. The Fractional subscription works alongside your team, 25 hours a month.
How long does it take?
Starter takes about 1–2 weeks and the Complete Playbook Build about 4 weeks, both counted from the intake call. The Fractional Head of Onboarding runs for six months.
Do you work with B2B and B2C SaaS?
The service is built for early-stage and small B2B SaaS companies, including products that need hands-on implementation, but self-serve products benefit from the same playbook approach.
What format are the deliverables in?
Editable Google Docs or Notion pages, plus email copy ready to paste into your email or customer success tool. You own everything.
Let's get your onboarding out of your head
Tell me about your product, your customers and where onboarding stalls. I'll reply with next steps and a time for your intake call.
Book a free 10-min callEmail: hello@onboardingplaybookstudio.com · Book: free 10-minute call