ImpactPilot

Your HubSpot already has the answer. Perhaps it’s a ghosted email thread. Or a support ticket pattern. Or maybe a champion who went quiet. Those kinds of signals are sitting in your data right now. The problem is most CS teams never act on them and that’s because nobody's mapped them to anything. We pulled together the 15 signals every CS team should be tracking, and the exact action to take when one fires. Get access to the full Signals Library.

Most CS teams find out a customer is unhappy when the renewal is already on the line. Learn how to spot risk early and turn CS into a growth engine. Join our 30-minute fireside chat with Daphne Costa Lopes (HubSpot) and Koen Stam (Personio): → Which signals to watch so you spot risk early → How to share customer insights with sales and product → How CS signals turn into upsells and proof points 🗓️ Tuesday, Nov 3 | 11:00–11:30 CET Can't make it live? Register anyway and get the recording. 👉 Make sure to save your spot!

Most CS teams find out a customer is unhappy when the renewal is already on the line. By then, it's a rescue mission. The early signs were there, buried deep in the CRM. Now picture the opposite: CS spots risk weeks before it shows up in a renewal call. Upsell opportunities land on sales' desk. Customer stories fuel new deals. CS stops being a cost center and becomes a growth engine. That's what we're unpacking in a 30-minute fireside chat with Daphne Costa Lopes (Senior Director, HubSpot) and Koen Stam (Director of International, Personio). You'll learn: → Which signals to watch so you spot risk early → How to share customer insights with sales and product automatically → The CRM data most teams ignore, and why it changes outcomes → How CS signals turn into upsells and proof points for sales → What changes when CS runs inside your CRM You'll leave with one concrete idea from each speaker to start building a CS team that defends renewals and drives growth. 🗓️ Tuesday, Nov 3 | 11:00–11:30 CET Can't make it live? Register anyway and we'll send you the recording. 👉 Make sure to save your spot!

"We need to be more proactive." It's the most repeated line in Customer Success. It's also the most undefined. What does proactive actually mean? Two things: Play defense — react to signals across your base: → Usage drops → check in with a key user → Renewal ahead → send a proposal that frames the value → Champion leaves → find a new one, fast Play offense — run your own processes: → Weekly cadence on tier 1 accounts → schedule the call → Share value → send the ROI email → Multi-thread → reach the decision maker Most CS teams have both figured out. On paper. The playbooks exist. They live in slides, Notion, Confluence. They look great at QBRs. But they never actually reach the customer. CSMs are too busy firefighting to remember the defense motions, too slammed to run the offense motions. The playbook stays theoretical while the renewal quietly slips. You don't need a better playbook. You need a system that brings the playbook to your CSMs at the moment they need it, on the customer who needs it, with the action already teed up. That's the difference between a team that talks about being proactive and one that actually is.

Playbooks built for the happy flow don't survive real customer cases. Experienced CSMs stop checking boxes the moment they've internalized the process and the checklist stays ""complete"" while the account quietly slips. ImpactPilot verifies your process automatically with no manual checking required. You'll always know if it was actually followed, not just ticked off. Curious how it works? Talk to us.

Everyone knows the exit map is there, but nobody actually checks it when it matters. They run on instinct instead. Your experienced CSMs do the same with your playbooks. The process gets forgotten, unchecked tasks pile up, and you're left hoping instinct is enough when a real customer gets messy. ImpactPilot verifies your process automatically with no manual checking needed. You'll always know what was done on each customer. Curious how it works? Talk to us.