240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

240: How to Use Excellent Customer Support to Stand Out in a Crowded Market, With Ross Paquette of Maropost

When Ross Andrew Paquette founded email service provider Maropost in 2011, he never expected it to take off. “The plan was to have 10 customers and maybe sit by the pool a little more often than not,” he says with a laugh. But since then, he’s scaled the company to nine figures, with an impressive customer list that includes DigitalMarketer, Livestrong, and The New York Post. And beyond email marketing, Maropost has expanded into customer acquisition and ecommerce solutions. These are extremely crowded markets, but at the core of the company’s success is its strong commitment to excellent customer service, with heavy emphasis on a 24-hour in-app live chat and five-minute support response times. We chatted with Paquette to learn the strategies he used to so impressively grow his SaaS company in a short amount of time. Key Takeaways How Maropost got started The crazy story behind how Paquette met his co-founder How Maropost has expanded from email marketing to customer lead acquisition, mobile push notifications, CRM, and more How long it took to build the first version of Maropost What makes Maropost different from other ESPs The strong customer support focus of the business Why they focus on building a great organization, not just hitting numbers and growth Where he sees the SaaS market moving in the future Why he’s focused on building a legacy with his business What exciting projects are in store for Maropost

Episoder(586)

623: $500K in Debt, 5 Maxed Credit Cards — How Jordan Harper Built an 8-Figure Brand in Year One

623: $500K in Debt, 5 Maxed Credit Cards — How Jordan Harper Built an 8-Figure Brand in Year One

Jordan Harper built an eight-figure skincare brand in its first year by maxing out five credit cards while already $500,000 in debt — and never raised a single dollar from investors. In this inter...

15 Jan 53min

622: (Solo) The Truth About Founder-Led Content in 2026

622: (Solo) The Truth About Founder-Led Content in 2026

Founder-led branding isn’t dead — but it is evolving fast. Showing your face and posting “day in the life” content is no longer enough to stand out. The bar has risen, audiences have matured, and what...

13 Jan 8min

621: We Bet $200K on Bras Before Making a Single Sale — Sold 400,000 in 2 Years | Nala

621: We Bet $200K on Bras Before Making a Single Sale — Sold 400,000 in 2 Years | Nala

Nala was built by two founders with no fashion background who invested $200,000 before making a single sale and went on to sell over 400,000 pieces in just two years. In this interview, Chloe and ...

8 Jan 49min

620: (Solo) The Secret to Making Bold Business Moves With Confidence

620: (Solo) The Secret to Making Bold Business Moves With Confidence

One of the biggest challenges founders face — especially at the end of the year — is knowing what to do next and feeling confident that the move you're about to make is the right one. Certainty feels ...

6 Jan 11min

619: Airline Charged Me $65 - So I built a $250M Competitor | Adam Ewart

619: Airline Charged Me $65 - So I built a $250M Competitor | Adam Ewart

Adam Ewart turned a £50 excess baggage fee into a global bootstrapped logistics company operating in 145 countries and staying profitable for 15 straight years. In this interview, Adam breaks down ...

1 Jan 47min

618: (Solo) What 5 World-Class Founders Taught Me This Year

618: (Solo) What 5 World-Class Founders Taught Me This Year

Every year I sit down with some of the world’s most fascinating founders — but this year’s interviews hit me harder than most. Reinvention, resilience, copycats, failure, loneliness after exits, scrap...

30 Des 202511min

617: How A Failing Skincare Brand Became An 8-Figure Makeup Empire | Aliett Buttelman

617: How A Failing Skincare Brand Became An 8-Figure Makeup Empire | Aliett Buttelman

Aliett Buttelman spent eight years grinding in the dark before a single viral moment with Taylor Swift turned Fazit into an overnight seven-figure brand. In this interview, Aliett breaks down the ...

25 Des 202552min

616: (Solo) 5 Honest Business Lessons I’m Taking Into 2026

616: (Solo) 5 Honest Business Lessons I’m Taking Into 2026

2025 has been one of the most eye-opening years of my founder journey — personally, professionally, and strategically. Instead of sharing a highlight reel, I want to share the real lessons that moved ...

23 Des 20258min

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