Customer onboarding for B2B SaaS
Customer onboarding for B2B SaaS
Get new accounts live in 9 days, not 34.
Get new accounts live in 9 days, not 34.
Get new accounts live in 9 days, not 34.
Groundwork runs customer onboarding on one shared plan, with your step names and your owners on it, and the customer sees the same screen your team does. 2,140 onboardings run so far across 61 B2B software teams.
Groundwork runs customer onboarding on one shared plan, with your step names and your owners on it, and the customer sees the same screen your team does. 2,140 onboardings run so far across 61 B2B software teams.
No card today. One live account, and your templates built in two business days.
No card today. One live account, and your templates built in two business days.
app.groundwork.io/plans/northline
Northline Freight Software
Northline Freight Software
Implementation plan
Implementation plan
Go-live Sep 12
Go-live Sep 12
Kickoff and success plan
Kickoff and success plan
Priya Raman
Priya Raman
Aug 26
Aug 26
Sandbox provisioned
Sandbox provisioned
Devin Okafor
Devin Okafor
Aug 28
Aug 28
SSO metadata from IT
SSO metadata from IT
2 days late
2 days late
Customer
Customer
Sep 02
Sep 02
Import 4,100 shipment records
Import 4,100 shipment records
Marcus Bell
Marcus Bell
Sep 04
Sep 04
Name the API owner
Name the API owner
5 days late
5 days late
Customer
Customer
Sep 04
Sep 04
Admin training, 2 sessions
Admin training, 2 sessions
Priya Raman
Priya Raman
Sep 09
Sep 09
Go-live checklist signed
Go-live checklist signed
Marcus Bell
Marcus Bell
Sep 12
Sep 12
2 of 7 steps done
2 of 7 steps done
2 blocked on the customer
2 blocked on the customer
Running onboarding at
Running onboarding at
61 software teams, from a 12-person seed startup to a 400-seat payroll platform.
61 software teams, from a 12-person seed startup to a 400-seat payroll platform.
61 software teams, from a 12-person seed startup to a 400-seat payroll platform.
Padstack
Padstack
Padstack
Northline Freight
Northline Freight
Northline Freight
Kettle Labs
Kettle Labs
Kettle Labs
Verano Health
Verano Health
Verano Health
Bright Meridian
Bright Meridian
Bright Meridian
Corvo Analytics
Corvo Analytics
Corvo Analytics
Your onboarding lives in a spreadsheet nobody actually owns.
Your onboarding lives in a spreadsheet nobody actually owns.
Your onboarding lives in a spreadsheet nobody actually owns.
Every B2B software team we talk to has the same file. Twelve tabs, four color codes, one person who understands the conditional formatting. It works right up until you sign three customers in the same week.
Every B2B software team we talk to has the same file. Twelve tabs, four color codes, one person who understands the conditional formatting. It works right up until you sign three customers in the same week.
The tracker is stale by Thursday
The tracker is stale by Thursday
The tracker is stale by Thursday
Your CSM updates the sheet on Monday. By Thursday the customer has moved two dates, the solutions engineer never heard, and the go-live slips a week that nobody logs.
Your CSM updates the sheet on Monday. By Thursday the customer has moved two dates, the solutions engineer never heard, and the go-live slips a week that nobody logs.
Four CSMs, four definitions of done
Four CSMs, four definitions of done
Four CSMs, four definitions of done
Ask what stage account 38 is in and you get four answers. Nobody on the team means the same thing by ‘in implementation’.
Ask what stage account 38 is in and you get four answers. Nobody on the team means the same thing by ‘in implementation’.
The customer is guessing too
The customer is guessing too
The customer is guessing too
They get the twelve-tab workbook and an invitation to a Slack channel. When they miss the SSO task, you find out three weeks later on the QBR.
They get the twelve-tab workbook and an invitation to a Slack channel. When they miss the SSO task, you find out three weeks later on the QBR.
Slow onboarding shows up in month 13
Slow onboarding shows up in month 13
Slow onboarding shows up in month 13
An account that takes 34 days to go live renews 14 points lower than one live inside 10. Across the 61 teams on Groundwork, that’s the gap. You pay for the delay a year after you stopped thinking about it.
An account that takes 34 days to go live renews 14 points lower than one live inside 10. Across the 61 teams on Groundwork, that’s the gap. You pay for the delay a year after you stopped thinking about it.
The product
The product
One plan, and the customer is looking at it too.
One plan, and the customer is looking at it too.
One plan, and the customer is looking at it too.
Why? Because the clock runs while nobody is working. Waiting on a CSV export, an approval, a name for the SSO ticket. Groundwork puts every open item in front of the person who owns it, with the date it’s due and the go-live it blocks, and it shows the customer that same list.
Why? Because the clock runs while nobody is working. Waiting on a CSV export, an approval, a name for the SSO ticket. Groundwork puts every open item in front of the person who owns it, with the date it’s due and the go-live it blocks, and it shows the customer that same list.
✓
✓
Every task carries a person and a date
Every task carries a person and a date
Every task carries a person and a date
A named owner, a due date, and the go-live it moves if it slips.
A named owner, a due date, and the go-live it moves if it slips.
✓
✓
The customer stops asking what you need from them
The customer stops asking what you need from them
The customer stops asking what you need from them
Their open items are the first thing on the page. Yours sit right underneath, so accountability runs both directions.
Their open items are the first thing on the page. Yours sit right underneath, so accountability runs both directions.
✓
✓
One go-live date, calculated from the plan
One go-live date, calculated from the plan
One go-live date, calculated from the plan
The date moves when a blocking task moves, and everyone watching sees it move the same day.
The date moves when a blocking task moves, and everyone watching sees it move the same day.
portal.groundwork.io/northline
Northline Freight Software
Northline Freight Software
Shared go-live Sep 12
Shared go-live Sep 12
Your open items (4)
Your open items (4)
Send SSO metadata
Send SSO metadata
Due Sep 02
Due Sep 02
Name the API owner
Name the API owner
Due Sep 04
Due Sep 04
Confirm shipment field map
Confirm shipment field map
Due Sep 05
Due Sep 05
Book admin training
Book admin training
Due Sep 09
Due Sep 09
Groundwork team (6)
Groundwork team (6)
Sandbox provisioned
Sandbox provisioned
Done Aug 28
Done Aug 28
Import 4,100 records
Import 4,100 records
Due Sep 04
Due Sep 04
Go-live checklist
Go-live checklist
Due Sep 12
Due Sep 12
3 more steps
3 more steps
Not started
Not started
Everyone on this page is looking at the same list.
Everyone on this page is looking at the same list.
Six things your CSMs get on day one.
Six things your CSMs get on day one.
Six things your CSMs get on day one.
Every plan gets the whole product. The tiers only change how many people on your side can run it.
Every plan gets the whole product. The tiers only change how many people on your side can run it.
Templates that branch
Templates that branch
Templates that branch
One base plan, then variants by tier, region, or integration depth. Enterprise picks up the security review step, self-serve skips it, and you maintain one template instead of three.
One base plan, then variants by tier, region, or integration depth. Enterprise picks up the security review step, self-serve skips it, and you maintain one template instead of three.
A customer portal with no login wall
A customer portal with no login wall
A customer portal with no login wall
The first visit is a link. Your customer sees their tasks in three seconds. If they want notifications or want to add a colleague, they set a password then.
The first visit is a link. Your customer sees their tasks in three seconds. If they want notifications or want to add a colleague, they set a password then.
Blockers with names on them
Blockers with names on them
Blockers with names on them
Every overdue item shows the person, the company, and how many days it’s been sitting. Nothing hides at the bottom of a comment thread.
Every overdue item shows the person, the company, and how many days it’s been sitting. Nothing hides at the bottom of a comment thread.
Slack and email both count
Slack and email both count
Slack and email both count
Your CSM answers from Slack, the customer answers from email, and the plan updates either way. Nobody has to move where they already work.
Your CSM answers from Slack, the customer answers from email, and the plan updates either way. Nobody has to move where they already work.
Time-to-live reporting
Time-to-live reporting
Time-to-live reporting
Median days to go-live by segment, by CSM, by individual step. You can point at the one step costing you eleven days and go fix it.
Median days to go-live by segment, by CSM, by individual step. You can point at the one step costing you eleven days and go fix it.
Salesforce and HubSpot sync
Salesforce and HubSpot sync
Salesforce and HubSpot sync
Closed-won creates the plan and assigns the owner. Go-live writes back to the record, so renewals can see how the account started.
Closed-won creates the plan and assigns the owner. Go-live writes back to the record, so renewals can see how the account started.
app.groundwork.io/import
Import from Google Sheets
Import from Google Sheets
Step 2 of 3
Step 2 of 3
Your column
Your column
Groundwork field
Groundwork field
Account Name
Account Name
→
→
Customer
Customer
CSM
CSM
→
→
Owner
Owner
Stage
Stage
→
→
Step group, kept as-is
Step group, kept as-is
Target Live
Target Live
→
→
Go-live date
Go-live date
Notes (Col H)
Notes (Col H)
→
→
Task note
Task note
RAG
RAG
→
→
Skip this column
Skip this column
6 of 7 columns mapped
6 of 7 columns mapped
Continue
Continue
The migration
The migration
Keep the spreadsheet for the whole 21 days.
Keep the spreadsheet for the whole 21 days.
Keep the spreadsheet for the whole 21 days.
Our first ten teams signed in a single meeting. There was one catch though. Every one of them still had the old sheet open a month later, because we’d asked them to drop a working process on day one, and the process always wins. So Groundwork imports your existing sheet, keeps your column names, and runs beside it until your team stops opening the old file on its own. Median time until that happens is 12 days.
Our first ten teams signed in a single meeting. There was one catch though. Every one of them still had the old sheet open a month later, because we’d asked them to drop a working process on day one, and the process always wins. So Groundwork imports your existing sheet, keeps your column names, and runs beside it until your team stops opening the old file on its own. Median time until that happens is 12 days.
✓
✓
Import straight from Google Sheets or Excel
Import straight from Google Sheets or Excel
Import straight from Google Sheets or Excel
Point at the file, map the columns once. Your stage names stay your stage names.
Point at the file, map the columns once. Your stage names stay your stage names.
✓
✓
We rebuild your top three templates for you
We rebuild your top three templates for you
We rebuild your top three templates for you
Send the tracker and one kickoff recording. Working templates come back built, and you correct them on a 30-minute call.
Send the tracker and one kickoff recording. Working templates come back built, and you correct them on a 30-minute call.
✓
✓
Weekly read-only export back to your sheet
Weekly read-only export back to your sheet
Weekly read-only export back to your sheet
The old file keeps updating itself while the team makes up its mind. When they stop opening it, you turn the export off.
The old file keeps updating itself while the team makes up its mind. When they stop opening it, you turn the export off.
How the 21-day pilot runs
How the 21-day pilot runs
How the 21-day pilot runs
Three weeks, one real customer, one number at the end.
Three weeks, one real customer, one number at the end.
01
01
Days 1-2: we build your plan
Days 1-2: we build your plan
Days 1-2: we build your plan
Send your current tracker and one recorded kickoff call. We come back with your first three templates built and a 30-minute call to fix what we got wrong.
Send your current tracker and one recorded kickoff call. We come back with your first three templates built and a 30-minute call to fix what we got wrong.
02
02
Days 3-14: one live account
Days 3-14: one live account
Days 3-14: one live account
Pick a customer that just signed. Run them through Groundwork while every other account stays in the spreadsheet. Your book is never at risk.
Pick a customer that just signed. Run them through Groundwork while every other account stays in the spreadsheet. Your book is never at risk.
03
03
Days 15-21: you look at one number
Days 15-21: you look at one number
Days 15-21: you look at one number
We put your current median days-to-live next to the pilot account’s real days-to-live. If that account isn’t live by day 21, that counts as the answer and you walk. Either way we delete the workspace on request and confirm it in writing.
We put your current median days-to-live next to the pilot account’s real days-to-live. If that account isn’t live by day 21, that counts as the answer and you walk. Either way we delete the workspace on request and confirm it in writing.
The numbers behind the 9 days
The numbers behind the 9 days
The numbers behind the 9 days
Measured across 2,140 customer onboardings run between March 2024 and August 2026. Reporting ships inside the product, so you can check ours against yours.
Measured across 2,140 customer onboardings run between March 2024 and August 2026. Reporting ships inside the product, so you can check ours against yours.
2,140
2,140
2,140
customer onboardings run on Groundwork
customer onboardings run on Groundwork
9
9
9
days, median time to go-live, against a 34-day baseline
days, median time to go-live, against a 34-day baseline
61
61
61
B2B software teams, 12 to 400 seats
B2B software teams, 12 to 400 seats
12
12
12
days, median time until a team stops opening the old spreadsheet
days, median time until a team stops opening the old spreadsheet
SECURITY
SOC 2 TYPE II
ISO 27001
GDPR + CCPA
99.98% UPTIME, 12 MO
What changed on the CS team
What changed on the CS team
What changed on the CS team
Three customers, all reachable on a reference call if you ask.
Three customers, all reachable on a reference call if you ask.
We were quoting customers six weeks and quietly hoping for four. Last quarter our median was eight days, and I deleted the apology email I’d saved as a template.
We were quoting customers six weeks and quietly hoping for four. Last quarter our median was eight days, and I deleted the apology email I’d saved as a template.
Priya Raman
Priya Raman
VP Customer Success, Padstack
VP Customer Success, Padstack
The part I didn’t expect was my solutions engineer getting his week back. He opens a list of four things instead of digging through nine Slack threads to work out what’s blocked.
The part I didn’t expect was my solutions engineer getting his week back. He opens a list of four things instead of digging through nine Slack threads to work out what’s blocked.
Marcus Bell
Marcus Bell
Director of Implementation, Northline Freight Software
Director of Implementation, Northline Freight Software
I kept the spreadsheet open for eleven days out of pure stubbornness. Then I noticed I hadn’t touched it since Tuesday, and I closed the tab.
I kept the spreadsheet open for eleven days out of pure stubbornness. Then I noticed I hadn’t touched it since Tuesday, and I closed the tab.
Dana Whitfield
Dana Whitfield
Senior CSM, Kettle Labs
Senior CSM, Kettle Labs
Pricing
Pricing
Priced per implementation seat. Customer plans are unlimited.
Priced per implementation seat. Customer plans are unlimited.
Priced per implementation seat. Customer plans are unlimited.
You pay for the people on your side running onboarding, so signing more customers never raises your bill.
You pay for the people on your side running onboarding, so signing more customers never raises your bill.
Team
Team
Team
$600/mo
$600/mo
Up to 5 implementation seats
Up to 5 implementation seats
Unlimited customer plans, customer portal, Slack and email reminders, Sheets and Excel import. Month to month.
Unlimited customer plans, customer portal, Slack and email reminders, Sheets and Excel import. Month to month.
Start the pilot
Start the pilot
Most teams start here
Most teams start here
Scale
Scale
Scale
$1,400/mo
$1,400/mo
Up to 15 seats
Up to 15 seats
Everything in Team plus branching templates, Salesforce or HubSpot sync, time-to-live reporting, SSO, and audit log. Month to month.
Everything in Team plus branching templates, Salesforce or HubSpot sync, time-to-live reporting, SSO, and audit log. Month to month.
Start the pilot
Enterprise
Enterprise
Enterprise
From $3,200/mo
From $3,200/mo
Unlimited seats
Unlimited seats
Everything in Scale plus security review, custom SLA, sandbox workspace, and a named implementation lead. Billed annually, invoiced.
Everything in Scale plus security review, custom SLA, sandbox workspace, and a named implementation lead. Billed annually, invoiced.
Talk to us
Talk to us
Every plan starts with the 21-day pilot: no card until it ends, and if your median doesn’t move you owe nothing.
Every plan starts with the 21-day pilot: no card until it ends, and if your median doesn’t move you owe nothing.
The questions we get on the first call
The questions we get on the first call
The questions we get on the first call
Six questions, in the order they usually come up.
Six questions, in the order they usually come up.
We already pay for Asana and a CS platform. Why another tool?
We already pay for Asana and a CS platform. Why another tool?
We already pay for Asana and a CS platform. Why another tool?
−
−
−
Keep both. Asana holds your team’s internal work, Groundwork holds the work you share with the customer, and those aren’t the same list. Most teams retire the shared onboarding tracker and keep their project tool.
Keep both. Asana holds your team’s internal work, Groundwork holds the work you share with the customer, and those aren’t the same list. Most teams retire the shared onboarding tracker and keep their project tool.
What if my team just keeps using the spreadsheet?
What if my team just keeps using the spreadsheet?
What if my team just keeps using the spreadsheet?
−
−
−
That’s exactly why the pilot runs in parallel and why we export back to your sheet every week. If your team is still opening the old file on day 21, the tool lost and you shouldn’t buy it.
That’s exactly why the pilot runs in parallel and why we export back to your sheet every week. If your team is still opening the old file on day 21, the tool lost and you shouldn’t buy it.
How long does setup take?
How long does setup take?
How long does setup take?
−
−
−
Two business days from the moment your tracker lands with us, plus a 30-minute call where you correct the templates we built.
Two business days from the moment your tracker lands with us, plus a 30-minute call where you correct the templates we built.
One account is one data point. Isn’t that thin?
One account is one data point. Isn’t that thin?
One account is one data point. Isn’t that thin?
−
−
−
It is. So we hand you step-level timing on the pilot account too, which shows you which step moved and by how many days. Most teams run a second and a third account through before they sign anything.
It is. So we hand you step-level timing on the pilot account too, which shows you which step moved and by how many days. Most teams run a second and a third account through before they sign anything.
Do our customers need to create an account?
Do our customers need to create an account?
Do our customers need to create an account?
−
−
−
The first visit is a link with no login. If they want notifications or want to invite a colleague, they set a password at that point. Most never do.
The first visit is a link with no login. If they want notifications or want to invite a colleague, they set a password at that point. Most never do.
What happens to our data if we leave?
What happens to our data if we leave?
What happens to our data if we leave?
−
−
−
Full CSV and JSON export from the settings page, on your own, at any time. We delete the workspace within 30 days of a written request and send confirmation when it’s done.
Full CSV and JSON export from the settings page, on your own, at any time. We delete the workspace within 30 days of a written request and send confirmation when it’s done.
Send us your onboarding tracker. Get your first plan back in two business days.
Send us your onboarding tracker. Get your first plan back in two business days.
Send us your onboarding tracker. Get your first plan back in two business days.
A 21-day pilot on one live account. We build the templates, you keep the spreadsheet, and on day 21 you look at a single number. To date, 2,140 onboardings across 61 teams have pulled that median from 34 days to 9.
A 21-day pilot on one live account. We build the templates, you keep the spreadsheet, and on day 21 you look at a single number. To date, 2,140 onboardings across 61 teams have pulled that median from 34 days to 9.
No card today, and Team and Scale stay month to month. We’re in Denver, and a human takes the call.
No card today, and Team and Scale stay month to month. We’re in Denver, and a human takes the call.