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In this episode of Scale Sessions, hosts Tom Lavery and Nicola Anderson are joined by Natasha Evans, VP of Customer Success at Hook, to uncover how high-performing CS teams drive both customer value and revenue. Natasha shares her unique path from mathematics to CS leadership and reveals practical strategies for building trust, using AI, hiring effectively, and managing red accounts. Whether you're scaling a team or refining your CS strategy, this episode delivers actionable insights for achieving sustainable growth and balancing business outcomes with strong customer relationships.
What you will learn:
- How to transition customer success from product-led to value-led engagement
- Why CSMs should own revenue targets and balance them with building customer trust
- The framework for turning "red" accounts into "green" through executive alignment
- How to hire exceptional CSMs by focusing on outcome-driven behaviours
- The three-part approach to leveraging AI in customer success
- Why perfecting processes before scaling is crucial for long-term CS team success
- How to build effective health scores that drive meaningful customer outcomes
- The "Progress Beats Perfection" principle for advancing CS initiatives
- Creating clear CS success metrics aligned with customer and business goals
- How to maintain work-life balance as a CS leader
Natasha Evans is a Customer Success leader and strategic advisor, currently serving as VP of CS at Hook. With a background in mathematics and recruitment, she has built and scaled successful CS teams at industry leaders, including LinkedIn and Salesloft. Known for her value-driven approach to customer success, Natasha has pioneered methodologies that balance revenue targets with customer-centric service delivery. Her expertise in transforming CS from a product-focused to a value-led function, combined with her experience scaling teams across multiple organisations, underscores her success as a CS leader.
Scale Sessions offers you straight-talking, unfiltered chats with growth leaders. We bring real-world insights from female revenue leaders on the front lines. Our guests are hands-on change-makers navigating the daily challenges of scaling businesses. Whether you're a CRO, VP of Sales, or a marketing leader, Scale Sessions delivers candid, no-nonsense advice to help you boost revenue and overcome growth roadblocks. Get ready for practical takeaways you can implement immediately for real impact.
Let’s start scaling.
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