Thrilled to be published today in
@firstround's Review
At the start of
@Superhuman, we knew onboarding would be a big deal.
We had no idea how big.
Onboarding has taken me on an obsessive, decade-long journey, including:
• 🤩 Personally onboarding hundreds customers to Superhuman, from the co-founder of Instagram to Justin Bieber's manager.
• 🧑🤝🧑 Building a team of world-class Onboarding Specialists, who welcomed thousands of paying customers a week.
• 🎮 Building a norm-defying self-serve onboarding, with inspiration from video game classics like Ocarina of Time and Smash Bros.
To this day, customers rave to me about their Superhuman onboarding.
The story of how we started, scaled, and evolved onboarding at Superhuman has never been fully told — until now.
Part 1: Why every startup should do human-led onboarding
Part 2: Unconventional wisdom for productizing onboarding
Onboarding is consistently one of the hottest Growth topics, and one of my favorite areas to help startups with.
I hope this write-up helps many more startups out there 🙏