When I joined HubSpot’s Customer Success team back in 2017, I was focused on scaling the services that we offer to our customers. While we experienced growing pains in our pursuit of helping more customers faster, we did our best to provide an exceptional customer onboarding experience. But, internally, we understood that a one-size-fits-all Services model wouldn’t work for HubSpot’s long-term growth, and it wasn’t the right move to help our customers grow better.
Our onboarding and professional services needed to be tailored to our customers’ most important priorities.
For example, we could have two separate Marketing Hub customers purchase HubSpot with completely different goals. One customer might want to focus on improving quality lead generation, while the other might want to automate their entire marketing process. If each customer sees success differently, we should provide unique paths to their goals through onboarding.
Today, I’m excited to announce that we’ve changed our services model for our customers to an objectives-based, goal-oriented onboarding journey.