In this episode of Onboarding Therapy, Kim and Shareil talk with Matthew Ruxton about his journey from implementation specialist to RevOps leader, challenging common misconceptions about customer onboarding along the way.

Highlights from the Episode:

• The Overwhelm Myth: Matthew challenges the common fear of overwhelming customers and explains why under-preparing is the real risk.
• Building Scalable Processes: Learn why having a prescriptive onboarding road is crucial, and how to balance structure with flexibility.
• Starting Onboarding Earlier: Discover why successful onboarding begins during the sales process and how to make that transition smooth.
• CRM as Your Secret Weapon: Matthew shares how bringing implementation into your CRM transforms team adoption and customer handoffs.

Whether you're an implementation manager looking to scale your processes or a RevOps leader trying to improve customer handoffs, this episode offers practical insights on building onboarding that actually works.

Key Resources:

• Follow Matthew Ruxton on LinkedIn
• Learn more about Arrows

👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!

In this episode of Onboarding Therapy, Kim and Shareil sit down with Daphne Costa Lopes, Global Director for Strategic Accounts at HubSpot, to explore how AI is reshaping customer success—and why now is the time for teams to adapt.

Highlights from the Episode:

• Why Customer Success Teams Can’t Ignore AI: Daphne explains the risks of falling behind and the opportunities AI offers to forward-thinking teams.
• Practical Use Cases for AI in CS: From summarizing calls to enabling better strategic conversations, learn how CSMs can leverage AI today.
• Overcoming AI Hesitation: Explore why many CS teams are resistant to AI adoption and how leaders can shift the mindset.
• Career Growth in the AI Era: Daphne shares actionable career advice for CSMs looking to excel in an AI-driven industry.

Whether you're a customer success leader or a CSM trying to navigate the evolving landscape, this episode is packed with actionable insights on how AI can empower teams and individuals.

Key Resources:

• Follow Daphne Costa Lopes on LinkedIn
• Check out Daphne's newsletter and podcast: This is Growth
• AI Tools Mentioned: Agency and Hook

👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!

In this episode of Onboarding Therapy, Kim and Shareil challenge the traditional structure of customer success (CS) teams. They discuss whether CS should remain tied to revenue-focused goals or shift closer to product development, potentially evolving into a "product success" function. This thought-provoking discussion dives into the challenges facing modern CS teams, from misaligned incentives to the diminishing value of customer interactions.

Highlights include:

• The difference between valuable customer interactions and superficial check-ins.
• Why product managers often create stronger customer relationships than CSMs.
• The pitfalls of CS teams as “cost centers” and how it affects their impact.
• Strategies for fostering collaboration between product and customer success teams.
• A bold idea: should customer success sit within product teams to align on customer outcomes?

Kim and Shareil share candid experiences as both customers and CS professionals, offering actionable tips to bridge gaps between CS and product teams. They explore how businesses can empower their teams to deliver genuine customer value and rethink traditional CS structures.

👉 Have opinions on this topic? Share your thoughts or reach out if you'd like to join a future episode to discuss product and CS collaboration!