A technical product,
made easy to adopt.
Host Sailor sells IPv6 hosting, which is hard to explain and harder to set up. I owned customer onboarding and enablement for a six-person team: the documents, the training and the conversations that got new customers live.
Customers were buying something they did not fully understand.
IPv6 hosting is a strong product with a steep first week. New customers arrived with questions that support answered one at a time, which was slow for them and expensive for us.
I turned the answers into a system.
Write it once. Teach it many times.
Map the first week
I mapped the questions new customers asked in their first days and grouped them into a path.
Write the guides
21 onboarding and enablement documents, written for the customer, not the engineer.
Build the training
13 training resources that walked customers through setup and everyday use.
Talk to customers
Technical onboarding and customer communication, translating the engineers’ answers into plain language.
“I turned a week of support tickets
into a path customers could follow.”
What you get when you hire me.
I translate technical products
Engineers’ answers, in the customer’s language.
I build enablement that scales
Written once, used by every new customer after.
I started in customer success
Onboarding and enablement were my first job in the field.
Want this on your team?
Talk to me this week.
Available in two weeks. Remote, in any time zone.