This project is a 30-minute, scenario-based eLearning module designed to improve onboarding and customer retention at BrightPath, a SaaS company serving K–12 school districts. In response to a 20% decline in renewals, the training equips Customer Success Managers and Onboarding Specialists with practical communication strategies to handle resistant teachers, frustrated administrators, and misaligned expectations. Through interactive branching scenarios, learners practice empathy, problem-solving, and solution-focused conversations that strengthen client trust, increase product adoption, and ultimately reduce churn. The deliverables include detailed storyboards and a fully developed self-paced course built in Storyline.
