Why Client First Mile
We help B2B SaaS companies shorten time‑to‑value and grow margins by getting onboarding right - the first and most important mile of the client journey.
Client First Mile is a practical approach to onboarding that unifies People, Process, and Technology to reduce time‑to‑value, improve CSAT, and protect margins. It’s built for configurable, complex B2B SaaS, where “go‑live” isn’t the finish line, it’s the foundation for adoption and expansion.
The Client First Mile Framework
Comprehensive guidance to streamline complex product delivery, built on best practices that apply from startups to enterprises.
Outcomes
15+ years leading delivery for complex, configurable SaaS
200+ global team members led across PS, Onboarding & Support
40% faster time-to-value reduction
50% shorter implementation duration
60% YoY ARR growth enablement
85%+ billable utilization
15%+ increase in NPS
By the numbers
Expertise & Wins
Growth & Scale
Enabled scale in high-growth environments (e.g., $200M → $500M ARR)
Greenfield delivery playbook for start-up ($0 → $10M ARR)
Services pricing & packaging (FFP, T&M, Subscription) to protect margin
Segment-specific delivery models (SMB / Mid-Market / Enterprise)
Operating Model & Integration
Post-acquisition integration to a one-platform delivery experience
Standing up PMO: governance, stage gates, RACI, RAID, playbooks
Global delivery + BPO/offshoring models (follow-the-sun coverage)
Delivery Excellence
Standardization & configuration frameworks to reduce variance
Fixed-fee engagement design with controls to manage scope & risk
Handoff design (Sales → PS → CS) for clean adoption and renewals
Risk, issue, and decision logs with executive roll-ups/heatmaps
Technology, Data & AI
CRM-driven delivery workflows and PSA tooling (capacity, utilization, forecasting)
BI dashboards for TTV, margin, burn-down, and predictability
AI-assisted delivery signals (health, capacity, sentiment)
Content & enablement systems (forms, templates, checklists)
Commercial & Customer Outcomes
Attach/upsell motions tied to onboarding milestones
Partner/Channel onboarding programs and co-delivery models
NPS/CSAT feedback loops and continuous improvement cadences
People & Leadership
Org design and role clarity for PS/Onboarding/Support
Coaching, utilization stewardship, and career ladders
“Greg turned onboarding into a repeatable system. He codified templates and metrics that cut ramp time and enabled a smooth, high-feedback launch of our customer enablement function.”
“Greg and I worked together to design a rapid, scalable onboarding engine. We combined standardized processes, plug-and-play templates, and measurable KPIs that powered the successful GTM for a new POS product.”
“Automation transformed our onboarding economics. Hours down by half, margins up on fixed-fee work, and revised pricing that moved buyers to add more.”
“Greg has hands-on expertise with our end-to-end onboarding & PS platform with shared customer portals for real-time visibility, proactive updates, shared tasks, and mutual accountability. With automated health signals and nudges, this promotes transparency that speeds onboarding, reduces escalations, and strengthens client relationships.”
About Greg Meeks
(the person behind the practice)
I’m a transformational delivery leader who’s scaled Professional Services and Onboarding for complex B2B SaaS. I’ve managed global teams, integrated acquired products into a single delivery model, and built the systems that turn onboarding into a growth engine. I’m hands‑on, data‑driven, and people‑first—and I partner closely with Sales, Product, and CS to deliver outcomes clients can feel.
