The Customer Success Pro Podcast How to Build a Scalable Onboarding Program from Scratch with Cara Benecke
Oct 1, 2025
Cara Benecke, Head of Customer Success and Support at WorkFlex, has over a decade of expertise in building effective onboarding programs. In their discussion, she emphasizes the critical role of an onboarding program in driving customer success and engagement. Cara shares her strategies for crafting 'wow moments' at the start and stresses the importance of feedback in refining the onboarding process. She also highlights the balance between automation and personalized support in onboarding, and how understanding customer needs is essential for long-term retention.
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Make CS A Revenue Driver
- Make Customer Success accountable to revenue so the team earns a seat at the table.
- Tie CS metrics to NRR/GRR to demonstrate clear business impact.
Hiring Lag Created Onboarding Bottlenecks
- Cara struggled to get co-founders to approve hires and tooling during scaling.
- Sales closed large deals faster than CS could onboard, creating resource gaps.
Choose What To Let Go
- Identify the 20% of tasks you can drop so you can prioritize high-impact work.
- Accept planned trade-offs (e.g., postpone renewals) to focus on foundational wins.