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Daphne Costa Lopes

Director of Customer Success @HubSpot | Host @This is Growth Podcast | Building and Scaling Customer Success Teams to $2B+ and sharing what I learn in the process.

Daphne Lopes is the Director of Customer Success at HubSpot, a leading CRM platform. With over a decade of experience in the field, she has played a pivotal role in building and scaling Customer Success teams for various organizations, including startups and Fortune 500 companies, serving over 200,000 customers and generating more than $2 billion in annual recurring revenue (ARR) .12

Her journey in Customer Success began in 2011, driven by the belief that delivering value to customers not only retains their business but also captures additional demand. This insight led her to help establish a 'CS-as-a-Service' business model, demonstrating that Customer Success can be a significant revenue driver .12

At HubSpot, Daphne oversees a large team that focuses on enhancing customer experiences and driving growth through tailored strategies. She emphasizes the importance of integrating marketing, sales, and service teams to create a unified customer journey. This approach is crucial for addressing the high expectations customers have today regarding seamless interactions across platforms .23

In addition to her role at HubSpot, Daphne founded This is Growth, a media company aimed at educating Customer Success leaders and professionals on building effective teams .1 She is also an angel investor and mentor for aspiring leaders in the industry .12

Daphne Lopes is based in Dublin, Ireland, and has been instrumental in HubSpot's growth trajectory during her tenure there .45

Highlights

Aug 21 · linkedin

🔴 Stop Measuring Your CS Team on NPS

Here’s why:

If you’re still using the Net Promoter Score to gauge the performance of your Customer Success Team, you’re missing the point of the Net Promoter Score.

NPS is useful as a benchmark for your entire business.

But it’s too broad for CS teams.

The NPS can go up or down because of your product, your pricing, your support or a recent customer experience. The NPS encompasses every user, no matter their influence and decision-making power.

So it’s hardly a metric that the CS team can own.

And there's something else...

Research shows that NPS is NOT correlated to retention.

That means all the work to move the needle in NPS isn't converting into $$s for your business.

So what are the right metrics for CS Teams?

  • The adoption of your product (Usage)
  • The delivery of measurable outcomes for customers (Value)
  • Your ability to retain customers and grow them (NRR)

So if you’re using NPS as a performance KPI for your CS Team...

It’s time to change!

📥 Ready to build a revenue-generating CS Team? Sign up to my newsletter and join 10.5K+ CS professionals building the future of CS! [link in comments]

#csm #customersuccess #customerexperience #nps #revops

Jul 30 · linkedin

The job of sales is NOT to sell at all costs.

It’s to sell to customers that can realise the value you promise.

The best Sales Reps:

🕵🏼 Understand the customer’s needs 🙋🏻‍♀️ Qualify their leads effectively 🤑 Focus on value, not features ⚒️ Set the right expectations 🤝 Give honest feedback

They are not afraid to walk away from a bad deal.

But their job doesn't end here.

Great Sales Reps want to make sure their customer is set up for success. So they work closely with Customer Success to ensure a seamless handoff and consistent support throughout the customer lifecycle.

That means their business contribution is outsized:

  • Higher Retention
  • Expansion Deals
  • Higher LTV
  • Referrals

A great sales rep is worth 10 mediocre ones.

So if you have a good one, keep them!

Show some love to your favourite salespeople here!

📥

If you're interested in building and scaling Customer Success Teams, consider joining 10k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section].

#csm #customersuccess #customerexperience #gtm #revops

Related Questions

What inspired Daphne to transition into Customer Success?
How has Daphne's approach to Customer Success evolved over the years?
What are some key strategies Daphne uses to drive customer growth?
How does Daphne measure the success of her Customer Success teams?
What challenges has Daphne faced in building and scaling Customer Success teams?
Daphne Costa Lopes
Daphne Costa Lopes, photo 1
Daphne Costa Lopes, photo 2
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Location

Dublin, County Dublin, Ireland