Every organization structures onboarding a little differently, but most teams follow a similar pattern when assigning OnRamp user types. A small group of leaders or operations team members typically manage the platform as Super Admins, while the people responsible for building and running onboarding workflows often act as Creators.
Team members who actively participate in projects, such as onboarding specialists or customer success managers, are usually assigned the Collaborator role so they can work on tasks and view project data. Other departments that only need to complete specific tasks, such as Sales, Finance, or Security, are typically assigned the Contributor role to keep their access focused and limited.
Technical team members who manage system connections may use the Integrator role to configure integrations without needing access to projects.
The examples below illustrate common ways SaaS teams assign these roles in practice.
1. Scaled Onboarding with CS Operations
Super Admin:
Customer Success Operations Manager: Manages platform configuration, user roles, and onboarding reporting.
Integrator:
RevOps Engineer: Maintains integrations with CRM, automation tools, and internal systems.
Creator:
Implementation Manager: Creates and maintains onboarding playbooks and project templates used across the team.
Collaborators:
Onboarding Specialists: Execute onboarding projects and communicate with customers.
Customer Success Managers: Participate in onboarding projects and track customer progress.
Contributor:
Product Specialist: Assists with configuration tasks.
Training Manager: Delivers onboarding training sessions.
Support Engineer: Resolves technical issues during onboarding.
Why this works:
CS Ops governs the system and integrations while implementation teams manage projects and supporting teams contribute where needed.
2. Implementation-Led Onboarding Team
Super Admin:
Implementation Manager: Oversees onboarding workflows, manages users and settings, and monitors Insights across projects.
Creator:
Onboarding Specialist: Creates and manages onboarding projects and playbooks but does not manage users or platform settings.
Collaborators:
Customer Success Manager: Participates in onboarding projects and prepares for customer handoff.
CS Leadership: Reviews project progress and performance through Views and Insights.
Contributor:
Sales Representative: Completes handoff tasks and provides deal context.
Finance Team: Completes billing or contract setup tasks.
Security Team: Reviews compliance or security documentation tasks.
Why this works:
Implementation leads control the platform, onboarding specialists manage projects, and cross-functional teams contribute only to specific tasks.
3. Customer Success–Owned Onboarding
Super Admin:
Customer Success Manager: Manages users, settings, and onboarding workflows while overseeing project performance.
Creator:
Customer Success Operations Analyst: Builds playbooks and onboarding projects used by the CS team.
Collaborators:
Onboarding Coordinator: Participates in projects, communicates with customers, and tracks task completion.
Support Lead: Helps resolve setup issues and participates in onboarding tasks.
Contributor:
Solutions Engineer: Completes technical configuration tasks.
Legal Team: Reviews agreements or compliance-related tasks.
Marketing Team: Provides onboarding materials or enablement resources.
Why this works:
The CSM manages the platform and reporting while CS Ops builds the processes used in onboarding projects.
4. Startup Customer Success Team
In smaller companies, onboarding and customer success are often managed by the same team, with a few cross-functional contributors.
Super Admin:
Head of Customer Success: Manages users, platform settings, and onboarding reporting.
Creator:
Customer Success Manager: Creates onboarding projects and playbooks for new customers.
Collaborators:
Onboarding Specialist: Works directly with customers to complete onboarding tasks.
Support Lead: Participates in onboarding projects to help resolve setup issues.
Contributor:
Sales Representative: Completes deal handoff tasks and shares customer context.
Product Specialist: Assists with product configuration tasks when needed.
Why this works:
A small CS team maintains control of the platform while other departments contribute only when their expertise is required.
3. Enterprise Customer Delivery Organization
Large organizations often have dedicated delivery, technical, and operational teams involved in onboarding.
Super Admin:
Director of Implementation: Oversees onboarding processes, reporting, and user management.
Integrator:
IT or RevOps Specialist: Configures integrations between OnRamp and internal systems such as CRM or automation tools.
Creator:
Implementation Consultant: Creates onboarding projects and manages playbooks for enterprise implementations.
Collaborators:
Technical Project Manager: Coordinates onboarding timelines and cross-team activities.
Customer Success Manager: Participates in onboarding projects and manages the long-term customer relationship.
Contributor:
Integration Engineer: Completes technical integration tasks.
Security or Compliance Team: Reviews security documentation or approvals required during onboarding.
Why this works:
Platform governance stays with leadership and operations while delivery teams manage projects and technical teams contribute only to the tasks relevant to their expertise.
These examples illustrate common ways teams structure access in OnRamp, but your exact setup may vary depending on how your organization manages onboarding. Start by assigning roles based on each person’s responsibilities, and adjust permissions as your team and processes evolve.