Situation
Customer work lived in HubSpot, but pipelines, health, and onboarding were not structured enough to scale. Mid-market onboarding still depended on 1:1 sessions that could not keep up with demand.
MDF Commerce
10/2023 to 11/2025
Enterprise Customer Success Manager
Scaled onboarding and HubSpot CS ops across a $2M ARR book
Owned $2M ARR across 50 accounts. Built HubSpot pipelines, automations, health scoring, and onboarding sites, and scaled mid-market onboarding from 1:1 sessions into monthly webinars.
Task
Protect and grow a $2M ARR book across 50 accounts. Make risk visible early, move handoffs without extra clicks, and give more customers a clear place to start without adding headcount to every kickoff.
Action
Built HubSpot custom object pipelines, automations, and health scoring so the book lived in the CRM. Shipped client onboarding websites. Scaled 1:1 onboarding sessions into monthly webinars for 30+ customers. The HubSpot / MDF project page covers the systems build.
Result
- $2M ARR across 50 accounts
- 97% gross revenue retention (GRR)
- 110% net revenue retention (NRR)
- $150K expansion ARR
- +300% mid-market onboarding by scaling 1:1 sessions into monthly webinars for 30+ customers