In our latest episode of GTM Insider, we sat down with Daphne Costa Lopes, Head of Customer Success for Strategic Accounts at HubSpot, to talk about how CS teams can become true growth engines and why that starts by putting ego aside.
Daphne’s take is clear: CS isn’t about you, your processes, or your internal metrics. It’s about what the customer is trying to achieve.
When teams shift their mindset to obsess over customer outcomes, that’s when retention and expansion follow. Not the other way around.
If your customer is achieving their goals and seeing ROI, they’ll keep you in their tech stack. But if you're focused only on your internal KPIs without aligning to customer value? You’re replaceable.
When CS teams lead with internal goals instead of customer outcomes, they risk misalignment from day one. Your customer doesn’t care about your NRR target or churn metric. They care about hitting their own goals. That’s why the most impactful CS strategies flip the lens. Focus first on what success looks like for your customer, then reverse engineer how your solution gets them there. Retention, expansion and advocacy all stem from that single mindset shift.
Daphne’s reminder:
“Delivering value comes first. Retention and growth will follow and your metrics will naturally connect to that.”
📺 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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