SaaS Customer Success Blog

Learnings, Support, and Scale with SupConf Fall 2017

SupConf, the self-described "best support conference", took place in Atlanta last week for Fall 2017. And it was, indeed, truly excellent -- I really do agree with the superlative description, and learned a ton about remote work, knowledgebases, proactive support, and the SupportDriven community.

Personally, I was honored to have been able to kick it off with a talk on scaling your support team from 0 to 250+.

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Topics: software customer success customer support

Talking Customer Success Philosophy with PlanHat

I had a really fun conversation with Megan Lozicki from Planhat about customer success the other day. We got down to -- I think -- some useful brass tacks on how to build teams, and also some key philosophies behind how I and the gang at HubSpot think about customer success.

Click to check it out here!

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Topics: SaaS customer success user experience customer support

New in Harvard Business Review: "Scaling Customer Service as Your Startup Grows"

Watching Customer Success grow as a growth engine for HubSpot has been one of the joys of my career. After 7.5 years, I took some time to write up my learnings on how to grow a services team as your company grows.

Topics: SaaS customer success customer support startups

Building HubSpot Singapore’s Foundational Culture & Team - A LinkedIn Post

I posted some thoughts on HubSpot, hiring, and Singapore on Linkedin. If you know anyone in Singapore, feel free to share and send them my direction!

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Topics: customer success culture singapore

Check Out An Adapted Post of Mine on TheNextWeb!

Super happy to quickly bring attention a TheNextWeb post by me today. It's a gracious adaptation of a longer piece featured previously here on this blog.

Topics: hiring liberal arts degrees