Customer Spotlight: Creating Revenue-Impacting Customer Onboarding with Subsplash
In early 2024, the team at Subsplash faced a challenge familiar to many customer-centric organizations: while their resource center offered in-depth tutorials, many clients still struggled to confidently implement what they learned. The result? Frustration, delays, and an over-reliance on onboarding calls.
That’s when Austin Rojan, Onboarding Specialist III, took on the work of building out Subsplash Academy on WorkRamp’s Customer Learning Cloud to better empower clients with product knowledge during onboarding.
In this post:
From Static Support to Strategic Enablement
Subsplash Academy was built and launched in early 2024 to bridge the gap between knowledge and action. The team recognized that while tutorials and articles are helpful, true product mastery comes from structured, guided learning that builds confidence along the way.
At the heart of the Academy is a practical, learner-centered approach:
- Lessons average five minutes so they’re digestible and engaging.
- Each course follows a clear “teach, check, apply, review” method to boost knowledge retention.
- Concepts are immediately applicable, which helps reinforce learning by doing.
This intentional structure helps clients absorb information, practice it in real time, and gain the confidence to succeed independently—reducing friction in the onboarding process and setting the stage for deeper product engagement.
Massive Operational Impact
The results of this shift have been nothing short of transformational. By positioning Subsplash Academy as the go-to onboarding resource, Subsplash was able to cut its “Standard Onboarding” package from three calls to just one—a more than 60% reduction.
Clients responded positively, and this operational efficiency allowed onboarding specialists to shift their focus to high-value, paid packages, directly contributing to revenue growth. In 2024, Subsplash saw:
- 7,380 new learners join the Academy
- 27,880 course enrollments and 7,170 completions
- 11,156 hours of training logged
- 231% increase in media plays in the Client Services library
These numbers reflect more than just activity—they signal client onboarding success at scale.
Designed for Real Results
By solving the “how do I actually do this?” problem for clients, Subsplash has not only improved onboarding, it’s improved outcomes. With over 500 weekly active users in the academy, it’s clear that customers are engaged and continuing to prioritize their product education. As a result, support dependence has dropped, allowing the Client Success team to focus on proactive, strategic engagement.
The takeaway? Onboarding doesn’t have to be a bottleneck. With the right learning design and intentional strategy, it can be a growth engine.
Ready to scale your customer success efforts with an academy? Chat with our team to learn more about how the Customer Learning Cloud can help.
Complete the form for a custom demo.
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