From Zero to 100: How to Scale Customer Support and Customer Success at Your Startup

Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. Our speaker, Michael Redbord, spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he'll share his hard-earned lessons of how they started from a team of one to a global team of over 250.

In this talk, you'll learn what type of customer facing teams you need at every stage of your organization's growth, how to set that team up for success, and how to keep your customer front and center through it all.

Key Takeaways:

• Explore what a company's five growth stages mean for your customer facing teams
• Learn about the do's and don’ts of scaling at each stage
• Understand the roles you'll need at each stage