Customer onboarding + HubSpot | Growth @ Arrows

Hi 👋

1️⃣ Building AccountScout - a HubSpot native app to help companies enrich, research, and segment their accounts with the right data, not just more data.

2️⃣ I write a weekly email for 2,300+ RevOps & GTM leaders with tactical HubSpot playbooks to steal. 

For the last 2.5 years, I led growth at Arrows, a customer onboarding SaaS product for teams using HubSpot. I joined as the first marketer and helped Arrows grow to more than 7 figures in ARR.

I’m a dad to 2 boys - struggling competitive golfer - and lover of cooking (or grilling). 

Previously, I’ve run both product and growth at early-stage startups and started three of my own.

Stuart Balcombe

Thriva

Senior Product Manager

Promoted to lead and build out the Revenue Operations function at Thriva, whilst also managing the growing Customer Success team. 

Key additional responsibilities:
- Marketing, Sales & Customer success workflows, team enablement & process improvement
- Mapping & instrumenting Customer lifecycle
- Supporting CCO with all budgeting and forecasting for the commercial team 
- Build out licence fee & pricing model for all B2B products

Head of Revenue Operations & Customer Success

First hire in the Thriva B2B Customer Success Team. 

Responsible for: 
- Hiring and onboarding the team 
- Building out Customer Success playbooks and supporting processes as we scale 
- Implementation and on-going management of all flagship accounts

Manager, Customer Success

Thriva Solutions

Manager, Revenue Operations

StructureFlow

StructureFlow is an intelligent visual structuring tool for lawyers and finance professionals.

Our mission is to help our users think, communicate and collaborate more visually and therefore more efficiently in relation to legal structures.

Currently part of Fuse (Cohort 4), Allen & Overy’s tech innovation space.

Customer Success Manager

Names & Faces

Key areas of responsibility 

- Selection and implementation of tools that help serve and understand our Customers
- Defining Customer Team KPI's and tracking thereof
- Build and maintain dashboards and reports
- Development of customer experience roadmap
- Develop and optimize cross-functional processes - feedback loops and account handoffs
- Automate end to end Customer Lifecycle Communications

Customer Experience Analyst

I'm responsible for helping our team create structures and processes across the Names & Faces companies and departments allowing us to operate effectively as we scale. 

Key areas of responsibility 
- Team, Office and Company Operations
- Commercial and Financial Support
- Customer Team Support
- Analytics (KPI's)
- Strategy (business strategy and brand story)

Operations & Analytics Manager

With the world becoming more digital & the workplace increasingly more virtual, we’ve created a new technology that intuitively connects people on-the-go.

As Founder's Associate in a growing startup my role is to support our founder and the team across all areas of need. This involves client service, sales, commercial and general administrative support to name a few.

Founder's Associate

Y Combinator

Participated as part of YCS18 batch while working at Names & Faces.

Alum

Love getting my hands dirty in any area of startup life. I'm a question asker and risk taker who's not afraid of hard work.

My favourite problems to solve involve people and numbers. Understanding customers through the data they give us and building amazing products to serve them. 

taplio

The Battle

Stuart Balcombe

Hannah Knight

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