E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes

CHURN FM

Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot.
In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention.
We also discuss the importance of understanding anti-personas, refining ideal customer profiles, and how customer success teams can use the Jobs to be Done framework to drive renewals and meet evolving customer needs.
As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [e-mail]. Don't forget to follow us on Twitter.
Mentioned Resources:

• HubSpot
• daphnelopes.com

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Chapters

1. E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes (00:00:00)

2. Customer Success Expertise: Meet Daphne (00:03:34)

3. Aligning Product and CS: The Key Connection (00:10:37)

4. Jobs-to-be-Done Framework in CS (00:15:06)

5. Anti-Personas: Defining Who Not to Serve (00:20:16)

6. Adapting to Evolving Customer Needs (00:21:18)

7. Choosing the Right Job to Focus on (00:24:29)

8. Renewals: Navigating Changing Goals (00:28:30)

9. Change Management: The Retention Factor (00:34:13)