"I just need someone to show me how this works."
If you’re in Customer Success, you've heard that line more times than you can count. And for good reason. When it comes to onboarding, education is everything.
Sure, you want to get customers to that first value moment fast. But here’s the twist: they can’t get there if they don’t understand how.
Let's break this down.
Your onboarding shouldn’t be one-size-fits-all.
Some customers want to click around and explore on their own.
Others love a good how-to video.
Some still prefer step-by-step guides or even live walkthroughs.
That’s why the best onboarding journeys offer variety:
"Hey Priya, I noticed you skipped the video and jumped straight into the task. Totally cool! Want me to send you a written guide to back you up?"
When you meet customers where they are, learning sticks—and confidence builds.
Nothing kills momentum faster than getting stuck.
Imagine this: your customer is 30 minutes into setting up a feature. They're finally in the zone, only to hit a roadblock. They open chat. Silence.
They refresh their inbox. Crickets.
"I was all set to finish onboarding today, but I just couldn’t figure this one thing out. So I gave up."
Ouch.
That’s why it’s essential to:
Have a clear, easy way to ask questions (in-app chat, email, embedded forms)
Respond quickly — ideally within the hour during working hours
Provide searchable help docs for self-serve answers
Pro tip: even an automated response that says "We see you. Help's on the way!" can hold the learner’s attention until a CSM steps in.
If the goal of onboarding is to help customers succeed faster, education is your shortcut.
"After that live training session, things just clicked for my team. We rolled out the feature by Friday and the feedback was amazing."
A well-educated customer:
Feels more confident using your product
Hits milestones faster
Needs less handholding in the long run
Is more likely to renew and advocate for your brand
Learn: Offer mixed formats – videos, docs, tooltips, interactive walkthroughs
Practice: Give customers safe spaces to try things out (demo environments, sandbox accounts)
Confirm: Use short quizzes, micro-reps, or check-ins to verify they understood key concepts
And most importantly: make it easy for them to raise their hand and say, "I didn’t get that."
Great onboarding isn’t just fast—it’s educational. And education doesn’t just teach; it empowers.
Want customers to see value faster?
Match their learning style
Guide them, don’t overwhelm them
Be there when they need help
Because at the end of the day, a confident customer is a successful one.
#CustomerSuccess #OnboardingEducation #CSM #CustomerOnboarding #SaaSEducation #UserEnablement #OnboardingTips