Driving Customer Retention and Customer Growth at Scale with Daphne Costa Lopes

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.

In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at scale. They explore a range of models from renewals to segmentation, customer success qualified leads (CSQLs), and automating success plans and QBRs.

00:00 Introduction and Welcome
01:03 Introductions of Daphne Costa Lopez
02:12 Daphne's Background and Career Journey
03:59 Building and Scaling Customer Success at HubSpot
28:08 CSQLs and Automation in Customer Success
38:55 Dynamic Segmentation Strategy
46:51 Quickfire Question Round

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Daphne Costa Lopes

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Over the last decade, Daphne has helped Start-ups, Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR.

Her journey in Customer Success started with a eureka moment she had in 2011: “When we deliver value to our customers, we won’t just retain their business... We will capture more of their demand.”

Backed by this belief, she spent the following 4 years helping build a 'CS-as-a-Service' business. We generated thousands of SuccessQLs for our customers and proved early on that Customer Success could be a revenue driver.

By focusing on Customer-Led-Growth, She has helped the businesses she worked with achieve 130%+ NRR. Today, She head up Customer Success at HubSpot where her teams serve thousands of customers worldwide.

Since that light-bulb moment, she has invested my energy into building and scaling Customer Success teams to be the second engine of growth for tech businesses and helping others do it too.

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