Starting with a new platform can feel like a big step, which is why onboarding is such an important part of the Cirrus journey. To get a closer look at how we guide customers through those first steps, we sat down with Jad Kaddour, Customer Success Lead at Cirrus. He shares what he looks for in a kickoff call, how he builds a clear yet flexible onboarding plan and the small choices that help customers gain confidence.
What do you look for in that first kickoff call that helps you prepare the new customer?
I begin by making sure I understand the client’s infrastructure, whether migrations are needed, and what technical dependencies might exist. From there, I clarify item types and exam setup preferences. I also identify the key user groups (admins, teachers, markers, and invigilators) and then align the training sessions to each group’s responsibilities.
How do you balance setting expectations with staying flexible to a client’s unique needs?
I set clear milestones early on so the client knows what to expect at each stage. At the same time, I keep the journey flexible by tailoring it to their priorities rather than applying a single approach to everyone. All agreements are documented, but there is always room for adjustments as their needs and understanding of the platform grow.
How do you decide what to teach or set up first in the platform?
The training plan is based on scoping outcomes. I identify which groups need training first (usually admins, then authors, then markers, then invigilators) and focus on the features most relevant to their work. From there, I design a step-by-step program that begins with essential functionality and gradually introduces more advanced features, with checkpoints for feedback and validation before moving on.
How do you make sure a customer doesn’t feel overwhelmed during onboarding?
I divide the training into smaller sessions to keep things manageable. Sessions are spaced out so each group has time to practice and apply what they have learned before moving on. I also provide reference materials such as knowledge base articles, guides, and recordings. That way people can revisit the content whenever they need instead of relying only on memory.
In your view, what does a successful onboarding feel like for the customer and for you?
For the customer: confidence, clarity, and readiness. They know where to go, what to do, and they feel supported.
For us: engagement, smooth adoption, and fewer “how do I…?” tickets later on.
Outside of work, what kind of hobbies do you enjoy?
I enjoy making music, I love cooking, and I like staying active and challenging myself through bouldering.
Successful onboarding gives customers confidence in using Cirrus from the start. As Jad explains, it works best when the process is broken into clear steps, tailored to each organisation, and supported with time to practice. The goal is simple: customers finish onboarding feeling prepared and supported, ready to move forward with confidence.
Next week in ‘Behind the Service Desk‘: we sit down with Cirrus Customer Success Manager Aiden Molavi. Aiden shares how proactive preparation helps customers feel confident, and why much of the Service Desk’s most important work happens before anyone even notices.
