Welcome Frank Auger, COO at OnRamp on this episode of 🔥 The Lantern 🔥
OnRamp is purpose built for customer onboarding, a platform designed from day one to help Customer Success and Onboarding teams deliver seamless customer experiences at scale.
Frank joined OnRamp after 10 years in leadership at HubSpot, bringing deep operational expertise to one of the most overlooked bottlenecks in the customer lifecycle.
🤔 What’s the biggest challenge in Customer Success today? 🤔
Customer Success teams are under massive pressure to do more with less.
CEOs and CFOs are scrutinizing every dollar of investment for measurable ROI, and the old playbook, built during the “growth at all costs” era, is becoming obsolete.
Specialized teams for onboarding, lifecycle management, support, renewals, and expansion may not survive.
More likely, Customer Success teams will have a Product expert and an Account Manager, both powered by AI and modern technology to deliver a world class customer experience.
🚀 What did Frank learn from building a world class team at HubSpot? 🚀
One lesson above all is that nothing lasts forever.
No matter how well something is working, change is constant. The best builders don’t wait for the market to force their hand, they proactively seek out opportunities for change.
When change becomes synonymous with growth, that’s when good things happen.
🔍 What should CS leaders rethink in the AI era? 🔎
🤝 Rethink handoffs
🏭 Rethink organizational structures optimized around your company’s workload instead of the customer’s experience
Every year, customer expectations go up. And the one thing you don’t want to do is pass your customer from person to person more than necessary.
The more you can deliver a seamless experience through AI and modern technologies, the better positioned you’ll be.
You’ll be hearing from OnRamp all February, rapidly scaling right here in Boston