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Stephen O'Keefe

Stephen O'KeefeShare

Senior Director, Customer Success, HubSpot
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 20
This is going to sound like a ripoff of the 4 Disciplines of Execution because...well, it is. First off, don't have too many OKRs! Pursuing too many goals at once robs...Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 21
It's important for Customer Success and Sales to share incentives around customer growth. Too often folks think about customer retention and customer growth as two mut...Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 21
I've found two KPIs to be difficult to commit to: Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it ca...Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 20
Customer NPS. At a high level, of course NPS is important to your company! And companies with high NPS tend to have higher renewal rates. That said, at an individual c...Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 20
In a perfect world, the CSM team is responsible for feature adoption on a per-customer basis, and the feature you measure the team on directly relates to the customer-...Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 21
Not all customer success activities should be treated alike. There are some very high-value customer engagement activities that should be completed with your accounts....Read More
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Stephen O'Keefe
Senior Director, Customer Success at HubSpot February 20
The good news is that if you're entering a new market with a new product, you (hopefully) have the ability to move quickly and be agile! Avoid the temptation to wait u...Read More
Credentials & Highlights
Senior Director, Customer Success at HubSpot
Customer Success AMA Contributor
Top 10 Customer Success Contributor
Knows About Account Expansion, Customer Success KPIs, Customer Success / Product Alignment, Custo...more