How Orca Security Saved 200+ CS Hours Per Quarter

About Orca

As a leader in cloud security, Orca Security provides organizations with a comprehensive security platform that unifies AWS, GCP, and Azure environments. With its patented side-scanning technology, Orca helps businesses detect and prioritize security risks efficiently—without the need for complex agent installations.

Industry: SaaS, Cyber Security

Company size: 450 emp.

Location: US

Use Case: Onboarding and Training | User Engagment.

“EverAfter lets me sleep at night. At any hour, anywhere in the world, our customers have the resources they need to succeed—with or without a dedicated CSM.”

Ty Murphy

Director of Global Scaled Success, Orca

The Challenge

As Orca expanded, the Scaled Success team—led by Ty Murphy, Director of Scaled Success—was tasked with ensuring smooth onboarding and engagement for a fast-growing cohort of nearly 500 scaled accounts. But as the customer base grew, so did the complexity of delivering effective enablement. New users were continuously joining existing accounts throughout the year, each requiring foundational training—creating a constant demand that quickly became unsustainable to manage manually.

Adding to the challenge, users within the same account were often at very different stages of adoption. Some were just getting started, while others were ready to explore more advanced use cases. Yet, the onboarding experience remained static and one-size-fits-all, unable to adapt to individual roles, experience levels, or evolving product needs. Meanwhile, live training sessions were time-consuming and resource-intensive, with each customer requiring four hours of CS involvement. Perhaps most critically, engagement was tracked at the account level, making it difficult to identify how individual users were progressing. This limited visibility made it harder to intervene effectively or deliver timely support.

To address these challenges, Orca needed a more automated, structured, and personalized approach—one that could scale with its growing customer base. They required the ability to easily create multiple onboarding journeys tailored to users at different stages, continuously onboard new users without repeating manual processes, guide each individual through their adoption path, and track progress at the user level to drive meaningful engagement and better outcomes.

“EverAfter isn’t just helping our scaled customers. It’s helping our sales team, our renewals, and our entire strategy. It’s even a competitive differentiator that helps us win deals.”

The Solution

To solve these challenges, Orca Security partnered with EverAfter to create a scalable user-centered journey—one that would provide tailored onboarding, training, and ongoing education without requiring dedicated CSM involvement.

Every Orca user, guided by a journey built just for them

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How EverAfter Transformed Orca’s Customer Success:

Personalized, User-Based Journeys
Every new customer is onboarded through EverAfter’s User Center, which includes welcome videos, role-specific training modules, and tailored surveys. Each user follows a structured journey aligned with their responsibilities and goals, driving faster time-to-value.

Automated, Self-Paced Onboarding
Instead of requiring four hours of live training per customer, Orca now provides a library of on-demand content. Users can onboard at their own pace—reducing CS workload while improving onboarding efficiency.

Contact-Level Enablement
Orca moved from account-level onboarding to contact-level enablement. This ensures each user receives relevant guidance and allows new team members to self-onboard without needing manual CS intervention.

Integrated Salesforce Tracking
EverAfter syncs directly with Salesforce, capturing user-level data like role, last sign-in, onboarding progress, and goals. Users now update these fields themselves, eliminating manual CS input and enabling real-time visibility.

Scaled Across All Customer Segments
What began as a solution for scaled accounts is now used company-wide. Today, every Orca customer—regardless of CS coverage—has access to a consistent, streamlined, and personalized onboarding experience.

A structured learning path with bite-sized sessions—so every user can get started, fast.

Each user gets all the resources they need, tailored to their current onboarding stage.

Users have full visibility into product updates—so they can instantly adapt and get more value from the platform.

“We’re not just onboarding 400 accounts. We’re onboarding 1,300 users, and that’s a lot of work. You wouldn’t be able to do that without a platform like EverAfter.”

Key metrics

200+ hours saved quarterly

CS teams unlock time for higher-impact work

Boosted renewal rates

By delivering measurable value at scale

10/10 satisfaction score

Customers love the onboarding experience

Since implementing EverAfter, Orca Security has transformed its CS operations, reducing manual effort, improving user engagement, and leveraging CRM data for growth.

200+ CS Hours Saved Per Quarter by Automating Training

Before: Every customer required 4 hours of live training (2 CS team members per session).
Now: Customers self-onboard through EverAfter’s structured, on-demand training, freeing hundreds of hours per quarter for proactive customer engagement.

3x More Users Engaged Per Account with Individual Tracking

Before: Only a single user per account was onboarded—if they left, the whole account required retraining.
Now: Every new user gets personalized onboarding, ensuring continuous platform adoption even as teams change.
Impact: More users trained = higher adoption, deeper product usage, and stronger retention.

CRM Data Transforms Sales, CS, and Product Strategy

EverAfter’s Salesforce integration provides user-level insights, enabling each team to take targeted, data-driven actions.

CS teams track which users engage and intervene early before adoption drops.
Sales teams identify highly engaged users and focus on expansion opportunities.
Product teams analyze real adoption trends, prioritizing feature improvements based on actual user behavior.
Marketing teams deliver personalized campaigns tailored to specific user roles and engagement levels.

This data-driven approach shifts customer engagement from guesswork to strategic, targeted actions.

Higher Renewal Rates Due to Continuous User Engagement

With automated onboarding & ongoing training, customers stay actively engaged instead of dropping off post-purchase.
Self-service education ensures knowledge continuity, reducing reliance on CS for repetitive training.
More engaged users lead to improved renewals, as seen in the scaled customer cohort.

10/10 Customer Satisfaction on Training Experience

Customers rate the EverAfter-powered User Center 10/10, highlighting ease of use and accessibility.
Even large enterprises use it to train new hires instantly, eliminating onboarding bottlenecks.

“EverAfter encouraged us to log more data in Salesforce—now we have 24+ fields tracking customer goals, challenges, last sign-in, and adoption metrics.”

Ty Murphy

Director of Global Scaled Success, Orca

What’s Next?

Orca Security’s partnership with EverAfter is only growing. Looking ahead, the team plans to:

Expand content and role-based journeys to offer even more tailored experiences for different user personas.
Enhance reporting and data visualization through Looker integration to drive even deeper customer insights.
Continue rolling out EverAfter to every customer, ensuring a fully scalable and engaging CS experience across all segments.

By leveraging EverAfter, Orca Security has transformed its customer success approach, proving that even in a scaled environment, a high-touch, personalized experience is a must and is possible.