Gets Us on the Same Page
Gets Us on the Same Page
Gets Us on the Same Page
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Challenge
Our customers' experience isn't only something the Customer Success department cares about - everybody prioritizes it at Thrive. Every team was using Hubspot as the CRM for both new business and existing customers, and in reality, it didn't work. From the post-sale perspective, there was no feasible way to get an overview of our Net Revenue Retention (NRR) using Hubspot.
“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”
Challenge
Our customers' experience isn't only something the Customer Success department cares about - everybody prioritizes it at Thrive. Every team was using Hubspot as the CRM for both new business and existing customers, and in reality, it didn't work. From the post-sale perspective, there was no feasible way to get an overview of our Net Revenue Retention (NRR) using Hubspot.
“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”
Challenge
Our customers' experience isn't only something the Customer Success department cares about - everybody prioritizes it at Thrive. Every team was using Hubspot as the CRM for both new business and existing customers, and in reality, it didn't work. From the post-sale perspective, there was no feasible way to get an overview of our Net Revenue Retention (NRR) using Hubspot.
“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”
Solution
Our whole organization is using Planhat. The insights Planhat gives us are crucial, ensuring we all have a finger on the pulse of our customers. At Thrive, we always put our customer's experience first, and with Planhat, all areas of our business can see this. Who is getting the most value from our product? Who is adopting well? How are our customers becoming successful, thanks to their partnership with us? These are key questions for us, and by using Planhat as a customer success platform — we finally have answers to them.
Solution
Our whole organization is using Planhat. The insights Planhat gives us are crucial, ensuring we all have a finger on the pulse of our customers. At Thrive, we always put our customer's experience first, and with Planhat, all areas of our business can see this. Who is getting the most value from our product? Who is adopting well? How are our customers becoming successful, thanks to their partnership with us? These are key questions for us, and by using Planhat as a customer success platform — we finally have answers to them.
Impact
With Planhat’s customer health score capabilities, we can better understand churn risks and which customers we should focus on. As a result, our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limits and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.
Impact
With Planhat’s customer health score capabilities, we can better understand churn risks and which customers we should focus on. As a result, our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limits and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.
Ryan O’Connell
Chief Customer Officer
Thrive
Ryan is a seasoned customer success and RevOps leader with over 20 years of experience spanning SaaS, consulting, and enterprise learning. As VP of Client Services at Fuse, he leads global post-sales teams and has increased customer retention by 45% year-on-year. Previously, as Chief Customer Officer at THRIVE, he scaled operations 7x and delivered industry-best retention rates. Ryan combines data-driven strategy with a deep commitment to customer outcomes, having built and led high-impact teams across support, implementation, and success.
