The Startup CEO’s Guide to Customer Success and Onboarding 5 years ago
This is the same resource in a pdf format all collected together if you don't want to keep clicking around:
https://attachments.convertkitcdnn.com/112815/c7859eeb-b6f1-...
(ps: my apologies to the arrows co-founder who I see is in the comments)
edit: I'm curious why this was downvoted? it's a more direct link to the same source and saves the users time. instead of being linked to a marketing funnel.