how i work
hubspot is only as useful as the thinking behind it. so i start outside the tool. map the CS team's processes and goals. draft a plan for what the setup should look like. then build it.
the approach
- map the CS team. processes, goals, and how the team works
- define the ideal state. what the team needs to see and do daily
- structure the data. active customers, MRR, lifecycle stages, subscription status
- build the views. dashboards, workflows, and automations that match real CS processes
- hand it over. a hubspot instance the team can run from day one
what this has looked like
podcast pitching SaaS. early stage, brooklyn
- structured the CS team's view of their customer base
- built visibility into active customers, MRR, user counts, and subscription statuses
- aligned lifecycle stages to the actual customer journey
- restructured customer data, set up subscription tracking
- built dashboards for a full customer overview
- CS team with a complete picture of their install base
- 4 to 6 weeks
hubspot marketplace app. early stage, 3 to 4 people
- founder running product, sales, and CS at the same time
- configured hubspot for ~10 customers. workflows, dashboards, and reporting
- streamlined and automated parts of the implementation process
- built kickoff workflows to structure customer onboarding
- left the founder with a working hubspot instance and clear processes
the pattern
the tool is only as useful as the thinking behind it. strategy first, then build.