Customer Academy Launch — Series-B SaaS | Jordan Rivera

Projectdraft

Project case study (STAR)

Customer Academy Launch — Series-B SaaS

Built a customer academy from zero for a 400-employee SaaS in 9 weeks. Lifted 90-day product activation 31% and cut support tickets per customer 22%.

Nov 4, 2025

1.3K views

Customer EducationSaaSAcademyxAPIActivation

Impact & Results

12.4K

Learners Reached

84%

Completion Rate

92%

Satisfaction

$340K/yr projected

Cost Savings

22% support volume

Time Saved

+31%

90-day product activation

−22%

support tickets / customer

84%

module completion rate

$340K

projected annual cost avoidance

3 months

Project Duration

Agile ISD

Methodology

AI-Era Learning Experience Consultant

Designer Role

Customer Education

Step 1 — The Situation

The CS team was eating 40% of their week on the same five product questions. Self-serve docs existed but were never read. Renewals were slipping because admins didn't know the product 60 days in.

Step 2 — The Task

As a AI-Era Learning Experience Consultant, I led the end-to-end design and development of this project — from discovery and needs analysis through final delivery and implementation support.

Process timeline

Agile ISD

Align

Stakeholder goals and learner needs

Prototype

Rapid learning prototypes

Build

Iterative development sprints

Release

Deploy and gather feedback

Reflect

Retrospective and next iteration

Align

Stakeholder goals and learner needs

Prototype

Rapid learning prototypes

Build

Iterative development sprints

Release

Deploy and gather feedback

Reflect

Retrospective and next iteration

Project timeline

4 updates

Aug 20, 2025milestone

Project kickoff + diagnostic week

Sep 8, 2025milestone

Path 1 (Admin onboarding) in beta

Oct 1, 2025milestone

xAPI instrumentation live in product

Nov 4, 2025milestone

Full launch — 6 paths, 23 modules

Step 4 — The Solution

I built a tiered academy with a "first 14 days" path for every new admin, plus role-based deep dives. Every module fires xAPI on a product event so we can correlate learning with activation, not just completion.

Step 5 — The Impact

Results 90 days post-launch: - 31% lift in 90-day product activation (instrumented, not survey) - 22% drop in support tickets per customer - 84% module completion (industry benchmark ~30%) - $340K projected annual support cost avoidance - 4 enterprise deals closed citing the academy as decision factor

Tools Used

Articulate Storyline 360Rise 360Stream LMSMixpanelClaudeFigma

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