Back to case studiesSnowflake
Snowflake provides project management tools for remote teams. We helped them transform their customer onboarding process and dramatically reduce churn.
Losing customers before they start.
Snowflake's onboarding process was taking an average of 14 days, with customers requiring 3-4 support calls just to get started. Nearly 30% of new signups churned within the first 60 days.
The customer success team was stretched thin, manually walking each new account through setup while simultaneously trying to retain at-risk customers. Important follow-ups were falling through the cracks.
We analyzed the full customer journey from sign-up to renewal, identifying the moments where users were most likely to disengage.
Our strategy centered on creating intelligent touchpoints at critical stages—guiding new users to value faster and flagging at-risk accounts before they churn.
Guided onboarding, proactive retention.
We designed an intelligent onboarding flow that adapts to each customer's team size, industry, and use case. Interactive guides, automated check-ins, and contextual help reduced the need for manual support.
A predictive churn model now flags at-risk accounts before they disengage, giving the success team time to intervene with personalized outreach and tailored resources.
Higher retention, happier customers.
Onboarding time dropped from 14 days to just 4. New customers reach their first value milestone 70% faster, and the number of support calls during onboarding decreased by 80%.
Churn dropped 25% within the first quarter. Customer satisfaction scores climbed to 4.8 out of 5, and the success team now proactively manages 3x more accounts.
Less churn
Faster onboarding
Satisfaction score
Time to ROI
ChatGPT
Intercom
Slack
Notion“Our onboarding used to be our biggest weakness. Now it's our competitive advantage. Customers get value faster and they stay longer.”
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