Great Leaders UK with Natasha Evans

The Brutal Truth About Scaling Customer Success, w/ Natasha Evans Today we’re joined by Natasha Evans, VP of Customer Growth at Hook. Natasha shares the raw reality of going from chaos to clarity while building the customer success function inside a hypergrowth rocketship.

We dive deep into the strategic thinking and tough decisions that shaped her journey—from running toward the fire in Saleslofts' early days to scaling operations and rebuilding customer teams at Hook. Natasha unpacks what it really takes to align customer growth with revenue in today’s high-velocity SaaS environment.

If you're navigating messy growth, operational debt, or building CS from scratch, this conversation is packed with hard-earned insights.

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🏹 Key Topics Covered

• 00:00 – Intro
• 03:43 – Natasha's evolving career
• 05:50 – Building with No Playbook
• 08:43 – When Your Org Chart Fails
• 12:41 – Driving Revenue from CS
• 16:00 – Rebuilding Customer Success at Hook
• 22:10 – Scaling Fast Without Losing Focus
• 27:45 – Coaching vs. Commanding
• 32:12 – Mistakes That Made Her Better
• 36:30 – What Growth Looks Like Now

💥 3 Biggest Lessons

• Running toward chaos is how you earn your seat. The people who grow fast are the ones who face the hardest problems first.
• Customer growth must be tied to revenue. Fluffy CS doesn’t survive—alignment with GTM is critical.
• Rebuilding is part of scaling. You often have to break what you built to keep growing the right way.🙌 Thanks for listening!This episode was hosted by Simon Kouttis and Ollie Kuehne, founders of Hunters & Unicorns, and post-produced by the team at videoforce.pro. If you enjoyed this episode, please drop a like/share and subscribe to our channel!
• 🦄 Connect with Hunters & Unicorns
• Website: http://huntersandunicorns.com
• Twitter: http://twitter.com/HuntersUn1corns
• Instagram: http://instagram.com/huntersandunicorns
• Blog: http://huntersandunicorns.com/blog
• 💬 Notable Quotes “Run towards the fire. The hardest problems are where growth comes from.” “Customer success has to earn the right to be there. You tie it to revenue or it dies.” “Sometimes you scale by breaking everything and starting over.”