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Hi, I am Daphne!
I help Customer Success Leaders
Daphne Costa Lopes
Over the last decade, I’ve helped Start-ups, Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR.
My journey in Customer Success started with a eureka moment I had in 2011: When we deliver value to our customers, we won’t just retain their business... We will capture more of their demand.
Backed by this belief, I spent the following 4 years helping build a 'CS-as-a-Service' business. We generated thousands of SuccessQLs for our customers and proved early on that Customer Success could be a revenue driver.
By focusing on Customer-Led-Growth, I’ve helped the businesses I work with achieve 130%+ NRR. Today, I head up Customer Success at HubSpot where my teams serve thousands of customers worldwide.
Since that light-bulb moment, I’ve invested my energy into building and scaling Customer Success teams to be the second engine of growth for tech businesses and helping others do it too.
In 2022, I founded This is Growth a media company dedicated to educating go-to-market leaders and CS professionals on how to build and scale revenue-generating Customer Success teams.
When I'm not at HubSpot or This is Growth, I am a mentor to CS leaders and entrepreneurs and an angel investor at CS Angel.
I write about 3 topics to help CS Leaders
Architect your Customer Success department for scale by implementing the key processes, programmes, tools and KPIs that will help you break linear growth without losing on retention.
Create your CS team’s roles and responsibilities by defining core-competencies and development paths.
Designing a bespoke Customer Journey that helps customers achieve their goals and grow with your business.