This is Growth! Scaling a $3bn Customer Success Engine with Jon Dick, SVP of Customer Success at HubSpot
25 snips
May 22, 2025 Jon Dick, SVP of Customer Success at HubSpot, shares his insights on effectively aligning customer success and product teams to drive impact. He discusses how unexpected complexities in customer success require innovative strategies and emphasizes the role of AI in enhancing value delivery. Jon also highlights the importance of segmenting customer experiences and fostering collaboration between teams. With strong opinions on balancing human touch with AI, he provides actionable insights for navigating growth in dynamic environments.
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Make Product Own Retention Metrics
- Partner deeply with product to get instrumentation and data for value conversations with customers.
- Frame problems clearly so product teams can prioritize fixing adoption and retention issues.
Frame Problems, Then Partner On Solutions
- Do the legwork to explain why retention problems exist and propose partnered solutions with product.
- Align on gross revenue retention as a shared product-CS metric to drive direct, measurable impact.
Segment-Led Experiences Scale Better
- HubSpot organizes CX primarily by customer segment to create tailored experiences that scale.
- Solving for downmarket digital experiences often improves upmarket experiences and vice versa.