Hi all! I should have asked this question sooner because I have a meeting this morning with my manager about this. For B2B SaaS community managers: What does your onboarding process look like for the customer after sale? Are you introduced during implementation or after customer is launched? Currently I have to go through our customer success managers for a intro with the customer and get their contacts to include them into my lists and invite them to events and online community. I feel like I should have several touchpoints before the customer success managers so that the customer knows that community is available to them during the implementation process. CSMs are usually intro'd after launch. Just want to know what everyone else's customer journeys look like for their B2B SaaS.

Our process is not very formal, as some customers self-serve the whole way, others work with a sales person, and others with a CSM, but we do allow customers to join the community at any point after sign-up. Agreed that it makes sense to have the community as a resource during implementation!

Thanks @Ellie Peterson! I feel like customers should know about the community from the get-go. Would love to connect to hear how you're building your SaaS community and more ideas on how to improve the customer journey.

Feel free to message me!

Ill have a think on this too to see who else might be able to help @Sharon Huey

Thanks @Alex Gordon-Furse (Community Hacked)! I'll plan to attend!