Groundwork
CUSTOMER ONBOARDING FOR B2B SAAS
Get new accounts live in 9 days, not 34.
Groundwork runs onboarding on one shared plan, with your step names and your owners on it. The customer sees the same screen your team does, so nobody waits for a status email.
No card today. One live account, and your templates built in two business days.
MEDIAN DAYS TO GO-LIVE
9
days, across 61 teams
SPREADSHEET ERA
34 DAYS
ON GROUNDWORK
9 DAYS
2,140
ONBOARDINGS RUN
61
B2B SOFTWARE TEAMS
MEASURED MAR 2024 - AUG 2026 · REPORTING SHIPS IN THE PRODUCT
RUNNING ONBOARDING AT
61 software teams, from a 12-person seed startup to a 400-seat payroll platform.
Padstack
northline freight
KETTLE LABS
Verano Health
BRIGHT MERIDIAN
Corvo Analytics
34
DAYS, MEDIAN GO-LIVE ON THE OLD SPREADSHEET
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.
01
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.
02
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.
03
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.
04
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 is the gap. You pay for the delay a year after you stopped thinking about it.
MEASURED, NOT PROMISED
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.
2,140
customer onboardings run on Groundwork
9
days, median time to go-live, against a 34-day baseline
61
B2B software teams, 12 to 400 seats
12
days until a team stops opening the old spreadsheet
1
SHARED PLAN. YOUR SIDE AND THEIRS, SAME SCREEN
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 is due and the go-live it blocks, and it shows the customer that same list.
✓
Every task carries a person and a date
A named owner, a due date, and the go-live it moves if it slips.
✓
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.
✓
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.
ACCOUNT 38 · NORTHLINE FREIGHT
GO-LIVE · OCT 12
CUSTOMER · 2 OPEN
Upload the user CSV
4 DAYS SITTING · THEIRS
Name an owner for the SSO ticket
DUE OCT 3 · THEIRS
GROUNDWORK TEAM · 3 OPEN
Provision sandbox workspace
DONE SEP 26 · M. BELL
Map Salesforce fields
DUE OCT 5 · D. WHITFIELD
Schedule admin training call
DUE OCT 8 · P. RAMAN
THE DATE MOVES WHEN A BLOCKING TASK MOVES
INSIDE THE WORKSPACE
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.
TIME-TO-LIVE REPORTING
You can point at the one step costing you eleven days
Median days to go-live by segment, by CSM, by individual step. This chart is the report every team opens first.
KICKOFF
1.8
DATA IMPORT
11.0
SECURITY REVIEW
3.2
ADMIN TRAINING
2.4
DAYS PER STEP, MEDIAN ACROSS 61 TEAMS
1 TEMPLATE, NOT 3
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.
3 SECONDS TO FIRST TASK
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 a colleague added, they set a password then.
EVERY BLOCKER, NAMED
Blockers with names on them
Every overdue item shows the person, the company, and how many days it has been sitting. Nothing hides at the bottom of a comment thread.
2 CHANNELS, 1 PLAN
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.
CLOSED-WON TO GO-LIVE
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.
OPENS OF THE OLD SHEET · MEDIAN PILOT TEAM
DAY 1
DAY 12 · ZERO OPENS
DAY 21
The old file keeps updating itself through a weekly export while your team makes up its mind.
12
DAYS, MEDIAN, UNTIL THE TEAM STOPS OPENING THE OLD FILE
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 had 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.
✓
Import straight from Google Sheets or Excel
Point at the file, map the columns once. Your stage names stay your stage names.
✓
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.
✓
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.
21
DAYS, START TO ANSWER
How the 21-day pilot runs
Three weeks, one real customer, one number at the end.
01
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.
02
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.
03
Days 15-21: you look at one number
We put your current median days-to-live next to the pilot account. If it is not 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.
ON THE RECORD
What changed on the CS team
Three customers, all reachable on a reference call if you ask.
8-DAY MEDIAN LAST QUARTER
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 had saved as a template.
Priya Raman
VP Customer Success, Padstack
4 ITEMS, NOT 9 THREADS
The part I did not 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 is blocked.
Marcus Bell
Director of Implementation, Northline Freight Software
TAB CLOSED ON DAY 11
I kept the spreadsheet open for eleven days out of pure stubbornness. Then I noticed I had not touched it since Tuesday, and I closed the tab.
Dana Whitfield
Senior CSM, Kettle Labs
$0
WHAT YOU PAY BEFORE DAY 21, ON EVERY PLAN
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.
Team
$600
/mo
UP TO 5 IMPLEMENTATION SEATS
Unlimited customer plans. Customer portal. Slack and email reminders. Sheets and Excel import. Month to month.
MOST TEAMS START HERE
Scale
$1,400
/mo
UP TO 15 IMPLEMENTATION SEATS
Everything in Team plus branching templates, Salesforce or HubSpot sync, time-to-live reporting, SSO, and audit log. Month to month.
Enterprise
FROM
$3,200
/mo
UNLIMITED SEATS
Everything in Scale plus security review, custom SLA, sandbox workspace, and a named implementation lead. Billed annually, invoiced.
THE PILOT IS THE CONTRACT
Every plan starts with the 21-day pilot: no card until it ends, and if your median does not move you owe nothing.
SIX QUESTIONS, IN FIRST-CALL ORDER
The questions we get on the first call
01
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 are not the same list. Most teams retire the shared onboarding tracker and keep their project tool.
02
What if my team just keeps using the spreadsheet?
That is 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 should not buy it.
03
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.
04
One account is one data point. Is that not 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.
05
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.
06
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 is done.
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.
No card today, and Team and Scale stay month to month. We are in Denver, and a human takes the call.
CUSTOMER ONBOARDING FOR B2B SAAS
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.
No card today. One live account, and your templates built in two business days.
Meridian Health
ENTERPRISE
9 OPEN
GO-LIVE SEP 24
Plan
Timeline
Files
Activity
⌘K
Jump to task
TASK
OWNER
DUE
STATUS
Kickoff call recorded
RK
Rita Kim
Sep 02
Done
SSO configuration
JM
Jon Marsh
Sep 05
Overdue 3d
Data import mapping
RK
Rita Kim
Sep 08
In progress
Sandbox provisioning
TW
Tessa Ward
Sep 09
In progress
Security questionnaire
JM
Jon Marsh
Sep 10
Overdue 1d
Admin training session
TW
Tessa Ward
Sep 16
Scheduled
SHARED WITH MERIDIAN HEALTH - LIVE
Updated 4m ago
RUNNING ONBOARDING AT
61 software teams, from a 12-person seed startup to a 400-seat payroll platform.
Padstack
Northline
Kettle Labs
Verano Health
Bright Meridian
Corvo Analytics
THE PROBLEM
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.
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.
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’.
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.
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.
ONE SHARED PLAN
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.
✓
Every task carries a person and a date
A named owner, a due date, and the go-live it moves if it slips.
✓
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.
✓
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.
Meridian Health onboarding
Opened from a link. No login.
GO-LIVE SEP 24
YOUR OPEN ITEMS (4)
Upload user CSV
Sep 06
Name an SSO owner
Sep 06
Approve field mapping
Sep 09
Invite your admin team
Sep 12
GROUNDWORK TEAM (6)
Provision sandbox workspace
Sep 09
Map Salesforce fields
Sep 10
+ 4 more
SAME VIEW YOUR CSM SEES
groundwork.io/p/meridian
EVERYTHING 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.
01
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.
02
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.
groundwork.io/p/meridian-health
03
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.
04
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.
SLACK - SYNCED
EMAIL - SYNCED
05
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.
06
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.