CxXchange SuccessHour: How to Use AI to Rebuild Your Onboarding
Onboarding is the worst when the deal that was closed doesn't match the delivery you can actually give.
Add to that, a tech stack that’s more complex than anyone accounted for. Or a product that has a heavy lift for a customer who isn't especially technical. Or a capability that was promised but hadn't been built yet. Then add in a rotating bench of contractors who weren't in the room for any of it.
What you end up with isn’t a repeatable onboarding with timelines, instead, you have improvised one-off projects. And the more it falls apart, the more it costs you: more hours, more contractors, slower time to value, and customers churning before they ever see what they paid for.
Whether you inherit something like this or it evolves over time, how do you fix your way out of it?
Elizabeth Blass has lived this. She's a two-time Chief Customer Officer and co-author of The Customer Success Talent Playbook, and she's spent her career building customer organizations that hold up under pressure.
At Karbon, a SaaS platform for accounting, tax, and bookkeeping firms, she inherited exactly this tangle: technically demanding implementations, customers who needed more hand-holding than the process assumed, and delivery spread across contractors. Every onboarding had become its own one-off, and the level of effort kept climbing.
Instead of hiring her way out of it, she rebuilt the system: AI and automation to close the gaps a rotating team couldn't hold together, and cross-functional alignment to make the fixes stick.
Join Elizabeth Blass and Jan Young (StepUpXchange) for a real case study, not a theory session. Elizabeth will walk through:
How she pulled real patterns out of call data her tools weren't built to analyze
How she got Sales, CS, and Product working from one shared picture of what was actually being sold and what it took to deliver it
Where AI and automation actually brought the level of effort down, and where they didn't
How she's cutting dependence on outside contractors as the system matures
You'll leave with a way to think through your own onboarding bottlenecks: where to look first, what to automate, and what still needs a human in the loop.
Guest Speaker:
Elizabeth Blass is a two-time Chief Customer Officer with more than 15 years of experience building and transforming high-performing customer organizations at high-growth SaaS companies. She is co-author of The Customer Success Talent Playbook and is passionate about using AI to scale customer organizations, develop strong leaders, and build customer-centric cultures that drive business growth. At Karbon, she's applying that expertise to re-engineer onboarding for customers with the most demanding implementations.
Host & Speaker:
Jan Young transforms CS leaders into business leaders in the age of AI. Founder of JanYoungCX and StepUpXchange, she also leads CxXchange, a global peer community. An award-winning leader and former VP for two exited startups, Jan has coached CS leaders and founders since 2016 to grow customer revenue and align go-to-market execution. With experience across Product, Marketing, Sales, and CS, her cross-disciplinary approach drives profitable, customer-led growth.
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