the situation

a founder running product, sales, and customer success at the same time. a growing customer base at the stage where onboarding, reporting, and product direction all needed to be built out.

what i did

• streamlined and automated parts of the customer implementation process. kickoff workflows, hubspot configuration
• configured hubspot for ~10 customers. workflows, dashboards, and reporting using impactpilot data
• built a help center in helpscout with loom-based onboarding guides and training sequences
• created automated quarterly value reports. one button generates reports for all customers, showing usage, engagement, and cost savings
• ran product strategy sessions with the founder. rethought user flows, feature prioritization, and positioning across different customer use cases
• helped draft the plan toward funding

the result

• onboarding structured and automated
• quarterly value reports fully automated. one button generates reports for all customers, showing usage, engagement, and cost savings
• founder with clear processes, a working hubspot instance, and a grounded product direction
• identified that the next step was a dedicated full-time CSM as the customer base grew