The Brutal Truth About Scaling Customer Success, w/ Natasha Evans
Today we’re joined by Natasha Evans, VP of Customer Growth at Hook. Natasha shares the raw reality of going from chaos to clarity while building the customer success function inside a hypergrowth rocketship.
We dive deep into the strategic thinking and tough decisions that shaped her journey—from running toward the fire in Saleslofts' early days to scaling operations and rebuilding customer teams at Hook. Natasha unpacks what it really takes to align customer growth with revenue in today’s high-velocity SaaS environment.
If you're navigating messy growth, operational debt, or building CS from scratch, this conversation is packed with hard-earned insights.
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🏹 Key Topics Covered
00:00 – Intro
03:43 – Natasha's evolving career
05:50 – Building with No Playbook
08:43 – When Your Org Chart Fails
12:41 – Driving Revenue from CS
16:00 – Rebuilding Customer Success at Hook
22:10 – Scaling Fast Without Losing Focus
27:45 – Coaching vs. Commanding
32:12 – Mistakes That Made Her Better
36:30 – What Growth Looks Like Now
💥 3 Biggest Lessons
Running toward chaos is how you earn your seat. The people who grow fast are the ones who face the hardest problems first.- Customer growth must be tied to revenue. Fluffy CS doesn’t survive—alignment with GTM is critical.
- Rebuilding is part of scaling. You often have to break what you built to keep growing the right way.🙌 Thanks for listening!This episode was hosted by Simon Kouttis and Ollie Kuehne, founders of Hunters & Unicorns, and post-produced by the team at videoforce.pro. If you enjoyed this episode, please drop a like/share and subscribe to our channel!
🦄 Connect with Hunters & Unicorns
Website: http://huntersandunicorns.com
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Blog: http://huntersandunicorns.com/blog
💬 Notable Quotes
“Run towards the fire. The hardest problems are where growth comes from.” “Customer success has to earn the right to be there. You tie it to revenue or it dies.” “Sometimes you scale by breaking everything and starting over.”
