Who are Josh's courses designed for?

His courses are designed for aspiring Customer Success Managers (CSMs), early-career CS professionals, account managers, and SaaS founders who want to establish a robust onboarding framework to drive product adoption and customer satisfaction.

What is Josh's teaching style?

Josh uses a highly practical, template-driven teaching style. He breaks down complex SaaS metrics into understandable terms and provides downloadable worksheets, onboarding checklists, and communication scripts that students can immediately apply to their daily work.

Why does Josh focus so heavily on customer onboarding?

Josh believes that onboarding is the single most critical phase of the customer journey. By ensuring new clients experience their first value milestone quickly, companies can drastically decrease early churn and build a solid foundation for long-term loyalty.

Josh McKissock

English

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Who Is Josh McKissock?

Josh McKissock is a dedicated Customer Success strategist and educator who specializes in building sustainable, growth-oriented customer relationships within the Software as a Service (SaaS) sector. With a deep understanding of the critical milestones in a customer's lifecycle, Josh focuses his instruction on the two most vital phases of retention: foundational customer success principles and strategic customer onboarding. His teaching philosophy is built on the belief that customer retention is not an accident but the result of deliberate, structured communication and early value delivery. Through his courses on AllPros, Josh demystifies the complex world of SaaS metrics, churn prevention, and…

Overview of Josh McKissock

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Josh McKissock's Programs

Highest rated

Customer Onboarding for Ultimate Customer Success

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Mastering customer onboarding is the single most critical factor in reducing early-stage churn and maximizing customer lifetime value in the SaaS industry. In Customer Onboarding for Ultimate Customer Success, instructor Josh McKissock delivers a comprehensive roadmap to building, scaling, and optimizing your onboarding program. This course is specifically designed for Customer Success Managers (CSMs), SaaS founders, product managers, and account specialists who want to transform how users adopt their software. Throughout the modules, you will explore the core methodologies of onboarding, from initial kickoff to long-term user retention. Learn how to map out a seamless customer onboarding journey, distinguish when to deploy high-touch versus low-touch strategies, and implement actionable tactics that drive immediate product adoption. Additionally, the curriculum dives deep into key performance indicators (KPIs) and metrics that actually matter, helping you align your onboarding efforts directly with business growth and tangible customer success. Whether you are building an onboarding framework from scratch or seeking to refine an existing process, this course provides the strategic tools needed to ensure your customers realize immediate value and achieve their desired outcomes.

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Top #2

Customer Success for SaaS 101 - The Fundamentals of CS

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Customer Success (CS) has transitioned from a buzzword to an essential backbone of the modern Software as a Service (SaaS) ecosystem. In "Customer Success for SaaS 101 - The Fundamentals of CS," creator Josh McKissock provides a comprehensive entry point for professionals looking to master this critical business function. This beginner-friendly program unpacks the primary differences between proactive customer success management and traditional reactive customer support, helping learners understand why relationship-building directly drives recurring revenue and reduces churn. Throughout the lectures, students explore the core responsibilities of a standard CS team, discovering how to manage expectations across the five distinct stages of the modern customer journey. Additionally, the course demystifies critical key performance indicators (KPIs) and growth metrics that executive teams rely on to measure success. By the end of this practical curriculum, you will possess a solid grasp of how to design and execute a custom action plan tailored to enhance your organization's customer retention strategy. Whether you are transitioning careers, launching a SaaS startup, or stepping into your first client-facing role, this fundamental guide equips you with the necessary tools to drive long-term user adoption and business growth.

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Josh has spent years working directly within the SaaS industry, focusing on customer onboarding, retention strategies, and account management. His practical experience comes from hands-on roles where he built onboarding pipelines and managed customer success workflows to reduce churn.