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The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)
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Paul Holder, CEO of OnRamp, joins the hosts Kristi Faltorusso, Mickey Powell, Jon Johnson & Josh Schachter.
They discuss how OnRamp is designed to streamline the onboarding process for customers.
The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue.
From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision.
Timestamps 0:00 - Preview
1:07 - Welcome to The Pantless Podcast
2:43 - Meet our hosts
4:58 - Bid Adieu Mickey!
9:42 - Josh & Kristi argue about the right way to introduce guests
11:30 - Meet Paul Holder
12:22 - The onboarding tool stack can be chaotic
16:41 - OnRamp is not just another onboarding platform
20:14 - Leading the CS Team at Troops
22:53 - Jon takes center stage
23:39 - How can CSMs ensure growth & retention
25:55 - Kristi is ambitious
26:38 - Practicing customer obsession
30:18 - How can CSMs become irreplaceable?
32:28 - Transitioning as a Co-Founder
34:39 - Banter & Closing
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
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