In our GTM Insider we caught up with Daphne Costa Lopes, Head of Customer Success for Strategic Accounts at HubSpot, we explored the importance of onboarding.
We all know onboarding matters. But for Daphne Costa Lopes, it’s the single most make-or-break moment in the customer journey.
“If your customers are not onboarded properly, those first 30, 60 days… they’re so important because you either lose their hearts or win their hearts at that time.”
It’s not just about checking the boxes. It’s about delivering value fast. In her view, one of the reasons AI tools are gaining traction is because they’re designed to show value on day one. No training required. Just plug in, start seeing results, and keep moving forward.
That’s the bar. And it’s why onboarding can’t be a generic handover. Whether you’re working with an SMB or an enterprise account, your goal should be to help the customer reach their “aha” moment as quickly as possible. When they see impact early, it builds trust and creates momentum for expansion down the line.
One overlooked tactic? Using Digital Sales Rooms to carry over context and assets from the sales process straight into onboarding. With tools like trumpet Pods, you can instantly give CSMs access to mutual action plans, proposals, and pre-aligned goals in one shared space. That consistency can shorten the time-to-value and prevent drop-off.
Strong onboarding isn’t just a CS initiative. It’s a growth strategy. Win early and you’re more likely to win long-term.
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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