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Segments, 360 Profiles, Overviews and User Insights
Forecasting, KPIs, Renewal Management and much more
No more surprises when you know where to focus
Beautiful Playbooks for structure and best practices
All your conversations in one place.
Collaboration and CS team overview
Stay on top of the latest news relateded to SaaS Churn, up-sell, renewals. Customer Success compensation, upcoming events, and a lot more.
This article will provide you with some of the key areas and aspects to help you prepare for the GDPR.
Planhat reached out to Customer Success professionals in the Nordic region and asked questions pertaining to job title and seniority level, compensation models, salary, maturity of the customer success team and so forth.
If you work in the marketing field, you have probably heard the name Hubspot. Founded back in 2004, they started with their mission to make marketing and sales more inbound, and have now grown to be one of the leaders in marketing and sales software.
Michael Redbord, VP of Services & Support at Hubspot, started there 7 years ago and was around their 80th employee (now there are over 2,000), and he has been there for the extreme growth period and evolution of the company.
A Boston man, through and through, he grew up in the city, went to Tufts University, and now works at the Hubspot headquarters in Boston. He studied International Relations, worked as a coder for several years afterwards, and eventually found Hubspot and grew into the field of Customer Success.
When he started out, many of their strategies were reactive rather than proactive, and it didn’t even have its official title of customer success at the time - he was helping with onboarding new customers. But as the company grew and matured, the Michael and the Hubspot team took a step back and realized they needed to be more proactive than reactive, and along came the official Customer Success division.
In our interview, Michael talks about what the evolution was like from just doing onboarding to structuring a customer success division. He gives his advice on what mistakes are commonly made and which ones to avoid, and he discusses his favorite form of communication, the phone, and why it is still so important today, especially with all of these new chat-bots that we have available to us.
Listen to Michael discuss Hubspot’s development of their customer success strategy, and what he has learned along the way.
Findings from the Nordic CS Survey
What to expect from the new EU regulations
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