The Customer Success Pro Podcast How to Prove ROI When Your Product Does Not with Natasha Evans
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Feb 25, 2026 Natasha Evans, VP of Customer Growth at Hook and veteran customer success leader, shares practical ways to make value visible. She discusses aligning marketing with post-sales, crafting simple ROI metrics when product data is missing, and coaching teams to have day-one value conversations. Short, actionable strategies for turning estimates into measurable outcomes and building repeatable value narratives.
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Product Data Alone Rarely Proves ROI
- Proving ROI often fails because product dashboards don't tell the whole story and customers need narrative context.
- Natasha says CS must craft the value story and measure outcomes beyond product metrics to prove impact to execs.
Customer Turned Leader At Hook
- Natasha moved from SalesLoft where she ran global CS and renewals to Hook after buying their product for her team.
- She was one of Hook's biggest customers, then joined Hook to lead post-sales and marketing with full-circle visibility.
Join Marketing And CS To Close The Narrative Loop
- Aligning marketing and CS ensures the go-to-market message matches delivered value and strengthens renewal narratives.
- Natasha leads marketing and post-sales to close the loop between positioning, delivery, and customer stories.