Transformation Team: Source of Truth Wiki

Plan: 

Create a “source of truth” wiki (and eventually customer-facing materials) on how we service and who HubSpotters should send customers to for what.  (Support | CSM (Upmarket) | Scaled CS | CM | Partner | Etc.)

1. Gives a high-level view like Slide 3
2. Include more info on transfer rules
3. Includes who to send customers to for what/when - e.g. when to direct them to the in-app chat bot, when to loop in CS, maybe even how to introduce us
4. Once above is agreed upon, then look at making customer-facing version (w/ reviews/checks from legal)

Existing published resources:

• Global Customer Transfer Criteria, Playbook, and Process Map
• Sales & Contract Managers: Working Better Together EMEA Market 2023
• CM vs CSM vs Support by Matthias Winkler
• HOW TO Determine if a Case Should be Escalated to a Team Model Success Owner
• Customer Success Team - Internal Slack Channel FAQs

Message:

Hello, fellow Transformation Team Members!  Thank you for volunteering to support this project!  I have started this document to draft what a potential Wiki page could look like as a source of truth for Sales alignment with Scaled CS.  I’ve copied Laurie’s plan of action above and have organized this in a table of contents on the left sidebar.  Please feel free to make edits, suggestions, and/or leave comments.  This is still a work in progress.

INTERNAL Wiki Draft:

This page serves as a home base for all customer transfers in and out of the Customer Success (both Scaled and Upmarket), Customer Support, Contract Management, and Billing teams globally.  These rules and processes are the basis for how we approach customer transfers.

If there are any questions on the transfer process, please reach out to _____.

If there are any questions on the transfer criteria, please reach out to _____.

Customer Success

How we service our customers:

Please note that Customer Success steps in as the point of contact to manage the account and service the customer once they have graduated from onboarding.

Contract Managers service all customers within the renewal window 

(105 days before renewal date → to 30 days after the renewal)

Customers move between models as they upgrade/downgrade

Partners, Premium Support and Services available for additional help

When do I escalate to a Customer Success Manager?

When should I escalate a case to the Customer Success Owner?

How to confirm the appropriate Customer Success Owner:

How to loop in Customer Success:

As of February 1, 2025, CST will no longer operate in sub-segments.  Scaled CSMs will collectively manage the install base by region (NAM, LATAM, EMEA, JAPAC). 

Once you’ve confirmed the customer is managed by the Customer Success Team, you can loop them in an email by including customersuccessteam@hubspot.com.

Below are example scenarios and soundbites you can include when making this introduction. 

How to introduce to Scaled Customer Success: Playbooks & Soundbites

Scenario: The customer is managed collectively by Scaled and is persistent on obtaining a dedicated CSM.

1. Determine if the customer is eligible based on the Transfer Wiki.  An internal point of contact will be listed for further support on the transfer procedure if the customer is eligible.
2. If they are not eligible for a dedicated CSM, please DM the listed point of contact from the Transfer Wiki to inquire if an exception can be made.  Please do not guarantee such request can be guaranteed to the customer.
3. Please do not email CST with the customer in copy advocating for the transfer of their ownership to a dedicated Customer Success Manager.

Scenario: The customer is interested in a strategy, general usage, or optimization meeting.

1. Please do not include personal meeting links or sub-segmentation meeting links.
2. Loop in the correct Customer Success email alias in an introductory email with the customer
   1. Your team is managed collectively by our Customer Success Team.  This team is here to support your ongoing strategic needs, and I’ve included them in this email.  They will be in contact shortly to coordinate a meeting!

Scenario: The customer is requesting an early contract cancellation or modification and is outside the renewal window.

1. Please do not confirm that such modification or cancellation is something that can be guaranteed.
   1. As we discussed, your team is interested in canceling your HubSpot subscription.  Since your account is managed by the Customer Success Team, I’ve included them in this email to advise on the best next steps and to coordinate a meeting. 

Customer Support

How to introduce to Customer Support: Playbooks & Soundbites

Scenario: The customer is seeking technical or troubleshooting assistance with the HubSpot CRM.

1. Assist the customer with engaging Support.
   1. Our in-app chatbot is the fastest and easiest way to connect to our Support team, and they can help you fix the problem. Let me show you where to do that…

What level of support does my customer have access to?

• HubSpot’s Free Tools
  • Knowledge Base & Community
• Starter Only
  • Knowledge Base, Community, HubSpot Support via Live Chat and Email channels
• Professional or Enterprise
  • Knowledge Base, Community, HubSpot Support via Phone, Call-back, Live Chat, and Email channels

Contract Management

When should I escalate a case to Contract Management?

Scenario: The customer would like to sign an early renewal on a multi-year contract.

1. Assist the customer with engaging Contract Management.
   1. As we discussed, your team is interested in committing to a multi-year contract with HubSpot.  I’ve included my colleagues on our Contract Management team to help with this renewal process.  They will be in contact shortly.

Scenario: The customer has exceeded their marketing contact tier within the same month and would like to undo this.

1. Assist the customer with engaging Contract Management.
   1. Since your team recently exceeded your marketing contact tier and you would like more assistance with navigating this change, I’ve included our Contract Management team in this thread to provide clarity on the best next steps.

Scenario: The customer’s business has declared bankruptcy and the business is closing.

1. Assist the customer with engaging Contract Management.
   1. Again, I am sorry to hear about the state of your business and can understand the challenges that your team is facing at this time.  I’ve included in my colleagues on our Contract Management team who will require your proof of bankruptcy and will be able to assist you with navigating through the next steps.

Billing/QTC

When should I escalate a case to Billing?

• Receive my HubSpot account's invoice before the bill date

Scenario: The customer is requesting a copy of their account invoice prior to the billing date.

1. Assist the customer with engaging Billing.
   1. I understand you are seeking copy of your HubSpot invoice in advance of your billing date.  I’ve included our Billing team to further assist with this request.

Partner

When should I escalate a case to the Partner?

EXTERNAL Customer-Facing Resources:

• Customer Teams Swimlanes One-Pager
•