In this GTM Insider episode, Daphne Costa Lopes, Head of CS for Strategic Accounts at HubSpot, explains why the real work begins after the first handshake, the moment your product is implemented.
Implementation isn’t a one-time task. It’s the first step in an ongoing transformation.
Your solution should evolve alongside your customer’s business. And as it does, new challenges emerge creating opportunities for:
✔ Upsell
✔ Cross-sell
✔ Deeper strategic engagement
Daphne explains, that at HubSpot, this handoff is formalised as a Success Qualified Lead. CS identifies the opportunity, lightly qualifies it, and hands it back to Sales with full context. Then Sales rejoins the conversation and drives the expansion.
Why it works:
→ Keeps CSMs focused on customer health
→ Avoids awkward handoffs
→ Turns implementation into a growth loop
Implementation is more than setup. It’s the start of a transformation journey. When done right, onboarding doesn’t just get users live, it gets them excited. This phase sets the tone for the entire relationship. It’s where trust is built, momentum is created and the foundation for long-term growth is laid. A smooth, strategic implementation turns new customers into future champions.
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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