Scaling Customer Service as Your Startup Grows [Archive.org URL]

As your startup grows, what your customers expect from you will change and the volume of their requests will change. You’ll shift from the reactive mode of supporting requests as they happen to the proactive mode of fixing issues before they ever become a problem.

I’ve spent the last seven years building the customer success function at HubSpot. I grew with the team, and played a big role in many of our successes … and failures. Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first SaaS organization. Here’s how I’d recommend shifting your thinking about customer success as you grow.

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