SaaS Customer Success Blog

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.


Starting as 13 pages and 6000 words, this article is a punchy summary. It's the product of a lot of my sweat over the years and Janessa Lantz's fantastic editing. I think it came out well, and I'd love to hear what you think, too. Check it out here.

If you're hoping for more (and I'm sure you are!), don't fret. Those additional 4000 words will find their way into the wild over time. I'm excited to share more with you all here and elsewhere.

Stay tuned.

Topics: SaaS customer success customer support startups