// GTM

Onboarding

The structured post-sale process that gets a new customer from signature to first outcome.

In depth

For self-serve products, onboarding is a product surface (checklist, tour, first-run experience). For enterprise, it's a services engagement led by an implementation manager. Onboarding quality correlates 1:1 with 90-day retention.

Related terms

Activation

The moment a new user completes the action that reliably predicts long-term retention.

Time to Value

Days from contract signature (or signup) to the customer realising the first meaningful outcome.

CSM

Customer Success Manager, post-sale owner of adoption, retention and (often) expansion.

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