June 04, 2025

Great Leaders UK with Natasha Evans

40 minutes

The Brutal Truth About Scaling Customer Success, w/ Natasha Evans

Today we’re joined by Natasha Evans, VP of Customer Growth at Hook. Natasha shares the raw reality of going from chaos to clarity while building the customer success function inside a hypergrowth rocketship.

We dive deep into the strategic thinking and tough decisions that shaped her journey—from running toward the fire in Saleslofts' early days to scaling operations and rebuilding customer teams at Hook. Natasha unpacks what it really takes to align customer growth with revenue in today’s high-velocity SaaS environment.

If you're navigating messy growth, operational debt, or building CS from scratch, this conversation is packed with hard-earned insights.

🙌 Thanks to our Sponsors!

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🏹 Key Topics Covered

00:00 – Intro

03:43 – Natasha's evolving career

05:50 – Building with No Playbook

08:43 – When Your Org Chart Fails

12:41 – Driving Revenue from CS

16:00 – Rebuilding Customer Success at Hook

22:10 – Scaling Fast Without Losing Focus

27:45 – Coaching vs. Commanding

32:12 – Mistakes That Made Her Better

36:30 – What Growth Looks Like Now

💥 3 Biggest Lessons

Running toward chaos is how you earn your seat. The people who grow fast are the ones who face the hardest problems first.

Customer growth must be tied to revenue. Fluffy CS doesn’t survive—alignment with GTM is critical.

Rebuilding is part of scaling. You often have to break what you built to keep growing the right way.🙌 Thanks for listening!This episode was hosted by Simon Kouttis and Ollie Kuehne, founders of Hunters & Unicorns, and post-produced by the team at videoforce.pro. If you enjoyed this episode, please drop a like/share and subscribe to our channel!

🦄 Connect with Hunters & Unicorns

Website: http://huntersandunicorns.com

Twitter: http://twitter.com/HuntersUn1corns

Instagram: http://instagram.com/huntersandunicorns

Blog: http://huntersandunicorns.com/blog

💬 Notable Quotes

“Run towards the fire. The hardest problems are where growth comes from.” “Customer success has to earn the right to be there. You tie it to revenue or it dies.” “Sometimes you scale by breaking everything and starting over.”

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