Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it.
This interview follows on from my recent interview – A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson – and is number 257 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Eva:
“we want to make it emotionally difficult for our customers to leave, but procedurally easy”.
Eva Klein is VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. In her current role, Eva brings her 15+ years of experience in the quantifiable world of business development, to the softer art of customer success. Prior to joining HubSpot, Eva held senior positions at Constant Contact, Invoca, Enservio and FatWallet where she delivered substantial customer and revenue growth. Eva has also served on advisory boards for Google, Rakuten Marketing, Commission Junction, and CouponCabin.
Thanks to Michelle for the image.