Delivering Customer Value & the Evidence of Impact

Aug 15, 2025

Join Daphne Costa Lopes, Global Director of Customer Success at HubSpot and founder of This Is Growth, as she dives into the pivotal role of customer value. She shares insights on how to define value at the executive level, navigate metrics when outcomes seem intangible, and the importance of both business and persona-level perspectives. Learn how HubSpot operationalizes value delivery through unique scoring methods and why focusing on retention is crucial for sustainable growth. Get ready to rethink customer success with actionable strategies!

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ANECDOTE

From Regional To Global Strategic CS Lead

Daphne describes moving into a new global role at HubSpot serving strategic accounts across multiple regions.
She also runs a popular newsletter and podcast called This Is Growth with over 15,500 subscribers.

INSIGHT

Define Value At The Strategic Level

Customer value is the reason your product exists and must be defined at the strategic leadership level.
Cross-functional alignment ensures marketing, sales, and CS all communicate and measure the same value.

ADVICE

Use Product Proxies When ROI Is Hidden

When ROI is hard to observe directly, create proxy metrics inside the product to show impact.
Track behavioral telemetry like resolution time and resolution rate as indicators of prevented negative outcomes.

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In this episode of the RevOpsAF podcast, co-host Matt Volm, CEO & Founder of RevOps Co-op, sits down with Daphne Costa Lopes, Global Director of Customer Success for Strategic Accounts at HubSpot and founder of This Is Growth.

Daphne shares her proven framework for defining, delivering, and measuring customer value—and why this is a massive (and often untapped) lever for retention, expansion, and revenue growth.

From aligning C-suite leaders on what “value” really means, to creating measurable proxies when the ROI is hard to quantify, to scaling value delivery with data-driven scores and automation—this conversation is packed with actionable insights for RevOps and CS leaders alike.

📊 What You’ll Learn:

→ How to define customer value at the executive level and avoid department silos

→ Ways to quantify value—even when the outcome is “nothing happened”

→ The difference between business-level value and persona-level value (and why both matter)

→ How HubSpot operationalizes value delivery with a “value score” across segments

→ Steps to go from zero to one in building your own customer value framework

→ Why retention should be your #1 growth lever in RevOps strategy

Perfect for: Revenue Operations leaders, Customer Success pros, and GTM operators focused on retention, expansion, and sustainable growth.

🔗 Related Resources:

How to Build a Buyer Journey That Delights Customers: https://www.revopscoop.com/post/how-to-build-a-buyer-journey-that-delights-customers-aligns-your-team

Mastering Renewal Forecasting: https://www.revopscoop.com/webinar-series/mastering-renewal-forecasting-strategies-for-sustainable-growth

5 Ways to Help Marketers Do More With Less: https://www.revopscoop.com/post/5-ways-to-help-marketers-do-more-with-less

🤝 Connect with Daphne: https://www.linkedin.com/in/daphnecostalopes/

🌐 Learn more about HubSpot: https://www.hubspot.com/

💡 Not a member of RevOps Co-op? Join 17,000+ global RevOps pros: https://www.revopscoop.com/membership/membership-options

👍 Like this episode? Subscribe for more strategies from the world’s top RevOps leaders.

#RevOps #CustomerSuccess #RevenueOperations #Retention #HubSpot