Customer Success · Track & Escalate
See which onboardings need intervention before they stall
Activation milestones, support activity, and account context are watched continuously, producing a triage view with blockers, risk level, and the next action for the owning CSM.
Works acrossSalesforcePostHogIntercomSlack
What you get.
Stalled onboardings are caught early. Activation milestones in PostHog, support activity in Intercom, and deal data in Salesforce are cross-referenced to show exactly which new customers are stuck and where, so CSMs can intervene before momentum is lost.
New customers going dark is your biggest risk
A new customer signs the contract, gets a welcome email, and then... silence. Your onboarding CSM checks in after a week and discovers the customer hasn't logged in yet. Or they logged in once, poked around for 10 minutes, and haven't returned. The window to create a positive first impression is closing fast.
You have an onboarding checklist somewhere, probably a Salesforce task list or a Notion doc, but tracking completion across all your concurrent onboardings is impossible manually. You don't know who's completed step 3 but stuck on step 4, who's racing ahead, or who's been stuck for two weeks without asking for help. By the time you find out, you've lost the momentum that makes early adoption possible.
What changes.
- 01Progress visibilityBefore · Manual check-ins (weekly at best)With Doe · Daily milestone tracking with alerts when accounts stall
- 02Stuck customer detectionBefore · Discovered when they complain or disengageWith Doe · Caught early based on actual product usage
- 03Tracking methodBefore · Salesforce task list (rarely updated)With Doe · Automated from actual product usage
- 04CSM time investmentBefore · Hours each week checking on accounts manuallyWith Doe · Focus only on accounts that need help
How Doe tracks onboarding progress
- 01Pulls newly closed deals and their implementation plansSalesforceDoe found 3 accounts that closed this week: one enterprise with a 10-step implementation, two starters on quick-activation flows
- 02Checks activation milestones against expected timelinePostHogOne account completed first login and integration setup but stalled at team invites. Another hasn't logged in after 5 days
- 03Scans for help-seeking behavior with no ticket openedIntercomThe stalled account searched "import data" three times but never opened a ticket. The no-login account has zero support engagement
- 04Scores each onboarding and flags blockersDoeDoe ranked all 3: two on track, one 3x slower than average at the team-invite step and at risk of disengaging entirely
- 05Delivers stalled-account alerts to each CSMSlackEach flagged account shows where it stalled, how long it has been stuck, and a suggested intervention like a guided setup call
- 06RecurringEvery weekday at 8:00 AMEvery morning, Doe checks onboarding milestone progress for all new customers. Accounts that have stalled or are tracking behind the expected timeline are flagged with specific details: which step they are stuck on and how long they have been there. Your CS team can intervene before engagement drops off. Stalled account alerts posted to #onboarding in Slack, status updated in Salesforce.
Up and running in under ten minutes.
- 01Connect your toolsOne-click OAuth for each integration. No API keys, no engineering.
- 02Describe what you need“Track every new account through first login, integration setup, team invites, and first delegated task completion. If anyone stalls for more than 3 days on a step, alert the owning CSM in Slack with what they're stuck on.”
- 03It runs on scheduleEvery weekday morning, stalled-account alerts land in your team channel.
Before you delegate.
- 01What onboarding milestones does Doe track?You define the milestones that matter for your product: first login, key feature activation, integration setup, team member invites, first delegated task completed, etc. Doe monitors PostHog events to detect when each milestone is reached and flags accounts that stall at any step.
- 02How does Doe know when a customer is "stuck" vs. just slow?Doe compares each account's onboarding velocity against benchmarks from successfully onboarded accounts. If an account takes 3x longer than average on a particular step, it's flagged as stuck. You can adjust the sensitivity thresholds to match your product's natural onboarding cadence.
- 03Can this handle different onboarding paths for different plans?Yes. You configure milestone tracks per plan or segment. Enterprise accounts might have a 10-step onboarding with integration milestones. Starter accounts might have a simpler 4-step activation flow. Doe applies the right track based on account attributes from Salesforce.
- 04Does Doe trigger automated outreach to stuck customers?Doe alerts your CSM team with specific, useful information. It doesn't send automated emails to customers, because a personal touch from the CSM is more effective during onboarding. The alert tells the CSM exactly what the customer is stuck on so they can reach out with targeted help.
- 05How does this integrate with our existing onboarding process?Doe reads from your existing tools (Salesforce task lists, Intercom conversations, PostHog events) and adds alerts on top. Your team does not need to change how it works. Doe watches for milestones and flags when accounts stall, then delivers the alert to Slack with context.
- 06Can I see onboarding trends across all customers?Yes. Doe provides aggregate views showing where customers most commonly get stuck, average time to complete each milestone, and overall onboarding completion rates. This data helps you improve the onboarding experience itself, instead of only reacting to individual accounts.