What I’ve Learned (and Unlearned) Since Joining Betty

I’ve been on the Betty team for just over two months now as Manager of Customer Onboarding, and in that time, it’s already reshaped how I think about onboarding, problem solving, and what it actually means to build with AI.

Coming from a background in SaaS, I came into this role with a pretty clear picture of how onboarding works. Structured processes, defined use cases, and a general sense of how customers move from point A to point B.

That foundation has definitely been helpful, but working in an AI-driven environment has also pushed me to rethink a lot of those assumptions.

One of the biggest shifts has been around how we think about use cases. In more traditional environments, those tend to be well-defined upfront. With AI, it feels different. It’s still new for all of us, and what’s possible is evolving quickly. A lot of the work becomes more collaborative and exploratory, figuring out how these tools can best support real workflows and goals.

That shift has changed how I approach onboarding. It’s less about following a rigid path and more about working alongside customers to shape what success looks like in practice, while also identifying patterns that can help make that process more consistent over time.

I’ve also learned how central content is to the overall experience. You might start by focusing on the technology itself, but in practice, the quality and accessibility of content plays just as big of a role. Whether it’s APIs, sitemaps, or other sources, getting that foundation right makes everything else more effective.

Another shift has been in how I think about building and iterating. Instead of waiting for everything to feel complete, there’s a lot more value in getting something real in place early and improving from there. It leads to better feedback, faster learning, and more meaningful progress.

Something that ties all of this together, and probably stands out the most, is the team itself.

In a space that’s moving as quickly as AI is, it would be easy to default to a technology-first mindset. What I’ve experienced instead is a strong belief that AI is only as effective as the people behind it and the way it’s used.

There’s a constant focus on staying up to date with what’s happening in AI, experimenting with new tools, and finding creative ways to solve problems. At the same time, there’s a clear emphasis on human oversight, judgment, and intention.

It’s not about replacing the human element. It’s about strengthening it.

That balance shows up in how we build, how we support customers, and how we think about long-term impact. AI is a powerful tool, but it works best when it’s paired with thoughtful, hands-on problem solving.

I’m still early in this experience, but it’s already shifted how I think about onboarding, collaboration, and how quickly things can evolve when you’re working in a space like this. So, stay tuned for what I continue to learn (and unlearn) as part of team Betty!