pumpspotting
9-month customer success transformation with 76+ sessions, rebuilding onboarding workflows and revenue operations.
The Challenge
Customers were purchasing Pumpspotting for Business subscriptions but never completing onboarding — some went an entire year paying for the product without ever receiving access codes or using the platform
The existing customer onboarding process was a single monolithic HubSpot workflow that was difficult to manage, debug, or report on
There was no structured escalation path for unresponsive customers — the Customer Success lead was manually chasing them, pulling focus from engaged customers
Auto-renewal notification emails weren't associating to deal or company records in HubSpot, making it impossible to verify at a glance whether a customer had been notified
HubSpot meetings were sending Google Meet links while the team used Zoom, causing confusion for customers joining the wrong platform
Webinar registration through Demio was entirely manual — someone had to copy registrant information from HubSpot forms to the webinar platform for every registration
Marketing contact management wasn't in place, causing workflow emails to fail silently
Customer Success & Revenue Operations
pumpspotting had a critical operational gap: employers were purchasing their Pumpspotting for Business subscriptions but never completing customer onboarding. Some customers went an entire year paying for the product without ever receiving access codes or using the platform. The root causes were systemic:
Impact
• Transformed customer onboarding from a single unmanageable workflow into a modular, multi-workflow system with clear escalation paths
• Solved the "paying but not using" problem by building structured follow-up sequences that ensured every customer received their onboarding — whether or not they responded
• Automated auto-renewal notifications with proper deal and company association
• Trained a three-person team across customer success, marketing, and sales to operate HubSpot independently
• Described by the client as the "most active" consulting engagement, with heavy collaboration in Miro between sessions
• Client left a 5/5 HubSpot Marketplace review and explored joining Tactic as a team member — a strong signal of the trust and value delivered
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