Jeff is joined by Cait Porte, who is leading Product and Global Services for Zmags, including Product Management, User Experience, Customer Onboarding, and Customer Support. This is a unique blend of responsibilities, and the topics discussed are:

- Building Product to enable Customer Success FAST in a SaaS world that is easy to do

- Getting consensus and alignment in presales and scoping to make sure that prospects and customers can get fully onboarded in less than 30 days

- Working with Customers to get consensus on success metrics during the onboarding phase

- Balancing UX and Design with what are the most usable features for customers

- Building Custom features in a SaaS world

- Timeboxing the Onboarding Phase to make sure the customer's time to value is maximized

- When to add Implementation fees, and why it works