This is Growth! Scaling a $3bn Customer Success Engine with Jon Dick, SVP of Customer Success at HubSpot
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May 22, 2025 Jon Dick, SVP of Customer Success at HubSpot, shares his insights on effectively aligning customer success and product teams to drive impact. He discusses how unexpected complexities in customer success require innovative strategies and emphasizes the role of AI in enhancing value delivery. Jon also highlights the importance of segmenting customer experiences and fostering collaboration between teams. With strong opinions on balancing human touch with AI, he provides actionable insights for navigating growth in dynamic environments.
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CS Is The Next Digital Transformation
- Jon Dick sees customer success as the next big transformational frontier similar to marketing's digital shift.
- He believes tech and company belief in retention as growth make CS ripe for reinvention.
Retention Is A Long, Complex Game
- Jon was surprised by the long time horizons and complexity of customer success work.
- He emphasizes CS requires multi-year commitment and systemic thinking to pay off.
Make Product Own Retention Metrics
- Partner deeply with product to get instrumentation and data for value conversations with customers.
- Frame problems clearly so product teams can prioritize fixing adoption and retention issues.