B2B SaaS or AI solutions that solve complex problems for larger businesses still need successful onboarding and implementation to realize value.
The onboarding challenge doesn’t go away with AI — or AI-first solutions.
Perry Rosenbloom, founder of LaunchBay, previously built and sold Brighter Vision before starting his second SaaS company focused on customer and client onboarding.
After running hundreds of onboarding processes per month at Brighter Vision, he saw a consistent problem: what happens after the sale is messy, manual, and often ignored.
So Perry and his cofounders started LaunchBay to solve that problem.
LaunchBay helps SaaS and professional services teams manage customer onboarding with structured workflows, shared client portals, and automation.
The company doubled in 2025, with a focused approach on helping teams reduce onboarding time from 60–90 days to significantly faster activation, cutting that time in half.
On the Practical Founders Podcast this week, Perry shares practical lessons on onboarding as a core growth lever—not just an operational task.
He explains why onboarding debt compounds, which high-ROI moves to implement, and how better onboarding drives retention, expansion, and long-term revenue quality.
Customer implementation and onboarding are usually the last things to get fixed when you are starting to scale: after lead generation, sales conversion, and product improvements.
But for complex B2B SaaS and AI products, it’s where your best customers establish product-market fit.
Perry explained the typical challenge with onboarding between a scrappy startup and an efficient scale-up:
“There’s only so long that you can duct tape a process like onboarding new customers, with just hustle to make it work. A lot of companies are using Google Docs, shared Slack spaces, shared spreadsheets, and it almost works, until it doesn’t. And the biggest mistake is continuing to let it not work.
“When you’re founder-led and you are doing one to three implementations a month, you can get by without a dedicated tool for that. It’s not going to be the best customer experience, but you can get by without a tool for that.
“But when you want to start scaling, you need to build out repeatable processes that can enable every single customer to have a phenomenal experience that is consistent, that is unified, and that delivers value.
“That’s when you start looking for a specialized solution to solve those problems and don’t build up more onboarding debt. Onboarding debt is real and early-stage SaaS companies in their processes and customer experiences.”
I interviewed Perry about his previous startup-to-exit journey on episode #35 of the Practical Founders Podcast. Now, LaunchBay is also a podcast sponsor.
Check out this in-depth interview with Perry Rosenbloom on the Practical Founders Podcast.
