Onboarding-to-Retention Conversion Funnel

Lumenpath · B2B Workflow Automation SaaS · $14.2M ARR · 384 Active Accounts

North-star: 12-month GRR ≥ 90% · Goal: Increase Day-90 Cohort Survival 74% → 85% (Q1-Q2)

Last Updated
Dec 22, 2024 14:30 UTC
Onboarding Completion Rate
67%
↓ 5pp vs Q3
Avg TTFV (Days)
26.3
↓ 3.1d vs Q3
Activation Milestone %
71%
↑ 4pp vs Q3
Kickoff-to-Go-Live (Med.)
42d
↑ 6d vs Q3
CSM Quality Score
76
↑ 2 vs Q3
Day-90 Cohort Survival
74%
↓ 3pp vs Q3
Onboarding Funnel by Segment (Q4 2024 Cohorts)
⚠ Critical Finding: SMB Onboarding Completion Rate at 44% (below 70% threshold)
SMB TTFV: 38.4 days (above 28-day threshold) · Estimated ARR at risk: $1.3M from early churn
90-Day Cohort Survival vs. Time-to-First-Value Quartile
Integration & Feature Adoption
Onboarding Completion Rate Trend (Last 90 Days, by Segment)
Day-30 Feature Adoption Breadth (Avg of 10 Tracked Features)
Onboarding NPS (Day-30 Post-Kickoff Survey)
CSM & Account Onboarding Detail (Top 10 by ARR)
Account Segment ARR CSM TTFV (d) Completion % Quality Status
Vertex Industries Enterprise $248K Sarah Chen 18 92% 88 Active
Axiom Logistics Enterprise $186K Michael Torres 22 85% 82 Active
Cascade Solutions Enterprise $174K Sarah Chen 31 78% 74 In Progress
Prism Analytics Enterprise $152K Jenna Park 15 95% 91 Active
NorthPoint Corp Mid-Market $48K Alex Rivera 28 71% 68 In Progress
Quantum Retail Mid-Market $42K David Kim 24 82% 79 Active
Meridian Health Mid-Market $38K Sarah Chen 19 88% 85 Active
Bright Horizon Co SMB $9.2K Pool (Auto) 42 48% 52 At Risk
Summit Partners SMB $8.6K Pool (Auto) 37 51% 58 In Progress
Evergreen Tech SMB $7.8K Pool (Auto) 44 39% 46 At Risk
Early Escalation Rate by Segment (First 30 Days)
Key Insights & Actions
🔴 Critical: SMB Onboarding at 44%
TTFV 38.4d (target: <28d) · $1.3M ARR at risk
✓ Enterprise performing well
82% completion, TTFV 21.6d, Quality Score 84
⚠ Mid-Market needs attention
68% completion (target: >75%), escalations rising
📊 TTFV <21d → 89% survival
Fast TTFV quartile shows 15pp higher retention
🎯 Action: SMB Self-Service Playbook
Deploy automated onboarding flows + in-app guides