SaaS · 2025

SaaS Onboarding Rebuild

Helped a Series A SaaS rebuild their onboarding flow end-to-end. Web + mobile + email sequence + admin tooling — one project, one team.

Outcomes

+53pp
Activation lift
−99.9%
Time-to-value
−80%
Manual escalations
10 weeks
Project length

Problem

Activation was the company's #1 risk. Users were creating accounts, getting lost in setup, and churning before they ever saw the core value of the product.

Approach

We re-imagined onboarding as a single product — not a series of decoupled forms. New auth, new in-app guided setup, new email cadence, new admin panel for the customer-success team to intervene.

Outcome

First-week activation jumped from 18% to 71%. The customer-success team's manual escalation rate dropped 80%. Median time-to-first-value collapsed from 14 days to 22 minutes.

Highlights

End-to-end ownership: design + frontend + backend + email + admin

Co-designed with the customer-success and growth teams

Hard activation metric improved against a control segment

Stack

Next.jsPostgresBetter AuthResendStripe

Want to ship something like this?

We’ll happily share the receipts. Average projects like this run 8–14 weeks; we can usually start within 2 weeks of a signed scope.

Talk to us