ImpactPilot is a solution for effective Customer Success Managers (CSMs) within HubSpot. Positioned as a strategic customer success add-on, it is designed to proactively enhance, measure, and integrate customer success activities.
This development comes after the founders’ departure from 24sessions, which was acquired by MessageBird a year ago.
ImpactPilot’s origin stems from a recognised gap in the market. Boon explains, “In today’s challenging landscape, retaining and growing current customers is key for SaaS businesses.”
He adds, “So the role of customer success becomes even more important. We noticed a pressing need for SaaS businesses to transition from reactive to proactive customer success strategies.”
This shift is crucial as businesses face challenges in acquiring new customers and scrutiny over expenditures with existing vendors.
Bridging the gap between leading and lagging indicators
Leading and lagging indicators are metrics that help leaders in a business understand its conditions and trends.
Leading indicators predict the future while lagging indicators show how things are right now. Businesses use both to get a good idea of where they are and where they’re heading, helping them make accurate predictions about the future.
In customer success, a significant challenge lies in the incentivisation of CSMs based on lagging indicators, creating uncertainty about their influence on metrics.
To address this, ImpactPilot aligns leading indicators with lagging ones, offering actionable insights and empowering CSMs to proactively drive customer success.
The inefficiency of current solutions
Traditional customer success platforms are expensive, time-consuming, and often fail to empower CSMs to take proactive actions.
In contrast, ImpactPilot claims to be specifically designed to enable proactive CSMs by pinpointing impactful actions aligned with customer outcomes and business goals.
It incentivises CSMs based on these actions, facilitates the creation of comprehensive account plans, and offers insightful analytics with data integration.
ImpactPilot already boasts several active customers leveraging its platform. Goncharuk and Boon are dedicated to bootstrapping the company, prioritising sustainable growth and ongoing innovation.