In our GTM Insider podcast, we caught up with Daphne Costa Lopes, Head of Customer Success for Strategic Accounts at HubSpot, to explore how CS teams can evolve into true revenue drivers. One of her biggest lessons? Customer Success should never be about you.
“None of the customer success process should be about you. If you are delivering value to your customer, helping them achieve their business goals, then they’re going to see you as an important part of how they do business.”
Daphne’s approach flips the traditional CS mindset. Rather than focusing on renewals or expansion metrics upfront, she emphasises the importance of delivering real, measurable value early and often. Retention, renewals, and growth become natural outcomes when customers consistently reach their goals with your product.
She also warns of a common trap. If your product is priced above the value it delivers, even the best CS team can’t stop churn. But if the value and ROI are clear, pricing conversations become far easier, and customer loyalty increases. The result? Fewer surprises, stronger relationships, and longer contracts.
This is where Digital Sales Rooms, like trumpet Pods, can help. By centralising customer goals, onboarding materials, training content and Mutual Action Plans in one personalised space, you can track whether your customer is progressing and course-correct before value drops off. It’s how high-performing teams keep customers on track and retention on target.
Quick Links
📺 Catch the full episode here on YouTube or Spotify
🔗 Read more insights in our full GTM Insider blog
📰 Sign up for Daphne’s newsletter, This is Growth! A must-read head here.
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