Ep # 176: Spotting At-Risk Accounts Without a Fancy Health Score ft. Francesca Smedberg (Former VP of Product, Rillion)

In this episode of Across The Funnel, Adil Saleh sits down with Francesca Smedberg, Former VP of Product at Rillion, to explore why modern product teams have to stay tightly connected to revenue outcomes, not just feature delivery. They unpack what “good onboarding” actually means in complex ERP environments, starting with a shared definition of where onboarding begins, which teams own which moments, and what success looks like across touch points. Francesca shares how strong internal documentation became the foundation for an in-product AI assistant that helps users get answers at the moment of need, and why fast onboarding still requires human support when the domain is inherently complex. The conversation also covers how pricing and packaging changes can bring product and customer success onto the same goals, plus why SMB and mid-market motions behave like two different businesses, from churn dynamics to sales cycles. They close on a practical view of 2026: less AI hype, more disciplined human plus AI workflows that improve quality, not just speed.