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35min chapter
Scaled CS: Daphne Lopes, Hubspot
Gain Grow Retain
Segmentation and Building Domain Expertise
In this chapter, they discuss how their company is organized with segmentation and how they think about servicing multiple products out of a single team. They mention that most of their customers are marketing and sales customers, so the focus for customer success managers (CSMs) is on building deep domain expertise in those areas. They talk about the career path for CSMs and how they gradually grow into more complex roles.
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