MW
Marcus Webb
Head of Customer Success
Stated Persona
I feel like we're doing all the work and they're just watching.
Context. Ironclad, 300-person B2B SaaS. Owns post-sale relationships across 40+ enterprise accounts.
Authority. Decision-maker for onboarding tooling. Escalates to VP of CS for contract changes.
Scenario · Current state
Head of CS managing an enterprise client onboarding that keeps stalling
Starts
Contract signed, kickoff meeting scheduled
→
Ends
Client achieves first meaningful outcome or churns during implementation
Confidence
Medium
Based on 4 CS manager interviews and internal Slack observation. Configuration timeline and go-live behaviors inferred from similar accounts.
How to read
Source
Researchevidence-backed
Statedfrom user
AssumedAI-inferred
Severity
high
medium
low
Emotion
−5 frustrated · 0 neutral · +5 delighted
- Reviews client's stated goals against contract scope
- Shares onboarding timeline and assigns internal champion contact
- Sets up shared project plan in Notion
- Configures workspace to match client's team structure
- Requests data export from client IT team
- Opens Jira tickets for IT approval blockers
- Runs live onboarding sessions over Zoom
- Records Loom walkthroughs for async catch-up
- Answers questions in the shared Slack channel
- Flips production flag and monitors first real usage
- Sends go-live announcement to executive sponsor
- Schedules a week-one check-in
- Hosts weekly check-ins and tracks adoption metrics
- Flags at-risk usage patterns to account team
- Builds QBR deck from product analytics data
Touchpoints
channels & tools
Product admin panel
Email
Jira
Product analytics
Slack
Email
Analytics dashboard
QBR deck
Email
This team seems motivated. If they follow through, we can get them live in six weeks.
They said they'd have the data export ready Monday. It's Thursday.
The power users get it. I'm worried about the rest of the team.
Four weeks behind schedule, but they actually did it.
Adoption looks okay but I'm not confident they're using the right features.
Pain Points
friction & blockers
Client champion was assigned the role two days before kickoff with no context on the deal
Stated
Client IT team requires a security review that was never scoped into the onboarding timeline
Assumed
Data exports arrive in the wrong format and require manual transformation before import
Stated
Only 3 of 12 licensed users attend live training sessions
Stated
No way to see which users have completed self-serve training materials
Assumed
No rollback plan documented if early production issues emerge in the first 48 hours
Assumed
No shared definition of what successful adoption looks like for this specific client
Stated
Opportunities
design response
Send a pre-kickoff questionnaire 48 hours before the call to surface missing stakeholders and context gaps
Research
Add an IT security checklist to the pre-sales handoff template so it's scoped before contract sign
Research
Build an automated data format validator that flags incompatible exports before the import step
Assumed
Replace one-size-fits-all sessions with role-specific training paths for admins, power users, and casual users
Research
Send a "week-one wins" summary to executive sponsors proactively, before they ask
Stated
Define client-specific adoption milestones at kickoff, not post-launch
Research
Create a shared success scorecard visible to both CS and executive sponsors
Research
Validation Worksheet
Required · Medium confidence
4 items in this map are AI-inferred from limited research input. Validate each before driving decisions. The map becomes high-confidence when no Assumed tags remain.
|
Inferred item |
Stage |
Validate by |
|
Client IT team requires a security review not scoped into the onboarding timeline |
Configuration |
Interview 3 CS managers — ask whether IT review delays are a consistent pattern across enterprise accounts |
|
No way to see which users have completed self-serve training materials |
Training |
Survey 5 CS managers — confirm whether training completion tracking is unavailable in current tooling |
|
No rollback plan documented if early production issues emerge in the first 48 hours |
Go-Live |
Interview 2 CS leads who have managed go-live incidents — confirm rollback documentation is absent from standard playbooks |
|
Automated data format validator that flags incompatible exports before import |
Configuration |
Test a lightweight prototype with 3 CS managers during a mock configuration session to confirm it reduces manual effort |