Hey Jacinda, as a fellow Customer Success Manager (we're called Client Success Managers at our performance marketing agency), I can 100% resonate with this.

The thinkers and innovators (makers) are great with coming up with the vision and ideas, but they're often crippled in the "how" aspect, which is where we as CSMs (managers) come in to help them realise their vision.

Thanks for sharing such an in-depth and insightful piece on not just how the successful customers of Hubspot (and their companies) look like, but also the other spectrum, ie. the customers who, unfortunately, don't adapt fast enough to fully benefit from the solution they've signed up for.

I have a question for you: What is Hubspot's/your personal strategy when you realise a Hubspot customer under your care (or any other CSM) falls under the 4 leading indicators of failure? Also, it would be enlightening to see how you've turned around such customers during your ~2.5 years at Hubspot.

I can understand if you can't answer the above question, since it could be potentially sensitive to share. Thank you in advance if you can share! Nonetheless, thanks for writing this :)