Hook

Everyone seems to have an “AI agent” right now. At Hook, we’re not really interested in that version of the category. Most agents today are just dressed-up assistants, they help out, but they don’t own anything, so you hit the ceiling of their effectiveness pretty quickly. Our view is different, if an agent isn’t accountable for the outcome, it’s not really an agent. That belief has fundamentally shaped how we’ve been building our product: agents that take full responsibility for getting customers where they need to go. If you missed this month's Hard Skill Exchange AI Practice Session, here's Natasha Evans, our VP of Customer Growth, breaking down how we think about this, and why it’s working. Full episode here: https://lnkd.in/dqKhHN7f

When it comes to proving value to customers, few people know this space better than our very own Natasha Evans. As Hook's VP of Customer Growth, Tash knows how to get teams to cut through the noise and move beyond vanity metrics towards conversations that actually drive business outcomes. This week she brought all of that experience to The Customer Success Pro™ with Anika Zubair. They get into the real stuff: articulating value when your product data falls short, building stronger customer partnerships, and where marketing comes into play. Genuinely worth your time.

Friday afternoon hits different when you've got 3 customer calls behind you and a stack of Success Plans still to write... We know that as a CSM, your value isn't in the admin, it's in the relationships you build and the revenue you grow. But somehow the documentation always eats the time you need for both. That's why we built this. Paste in your call transcript, and Hook generates a customer-ready Success Plan in under a minute, for free! Walk into Monday ready to drive value and achieve real business-level outcomes. Try it today (or send this to a CSM you know is losing their Friday to admin) 🔗 https://lnkd.in/e3VWri_S #CustomerSuccess #CSM #CustomerSuccessManager #ProductivityTools #CSMLife #SuccessPlan #SuccessPlanner

At Hook, we're obsessed with how AI is reshaping Customer Success, and the more we dig in, the more we see patterns that most teams aren't talking about yet. Most CS leaders adopt AI to do more with less, but there's a side effect that we think is completely underrated. AI reveals exactly how well your team is actually structured. We've written about why scaling CS with AI is one of the most honest performance reviews your organisation will ever get, and how to use that insight to build something stronger. Read the full blog post → https://lnkd.in/ef7P4xqG

Here's what makes Activator different, and what we're genuinely excited about: It doesn't just suggest what to do next. It can actually execute, autonomously. You choose how it works for your team: → Human-in-the-loop: Activator recommends actions, CSMs approve before they go out → Fully Autonomous: Activator adapts and acts without waiting for sign-off Either way, every action is laser-focused on getting customers to value. That flexibility means you can use Activator for high-touch onboarding with dedicated CSMs and scaled onboarding across your digital customer base. Same agent, different modes. Onboarding at scale shouldn't mean losing control. It means making better decisions, faster. This one feels like a big step forward for how your CS team can work. Learn more about Activator: https://lnkd.in/eZi83YSf

Onboarding shouldn’t be about completing steps. It should be about getting customers to value. Today we’re introducing Activator: our onboarding agent built to do exactly that. With Activator, you define the onboarding goals and milestones you care about. The agent builds a unique onboarding path for every customer, adapts based on how they respond, and finds the next best action to move them toward value. No static journeys. No one-size-fits-all onboarding. Just onboarding at scale, designed for outcomes — not completion. 👋 If onboarding is a bottleneck for your CS team right now, we’d love to show you how Activator works: https://lnkd.in/eZi83YSf

Static playbooks won't scale your CS function. And unfortunately, neither will automated workflows. The gap between what customers expect and what most Digital CS motions deliver is growing. Reactive touchpoints and one-size-fits-all journeys aren't just inefficient, they're leaving revenue on the table. We've mapped the 4 stages of Digital Customer Success evolution, from the Bus (uniform, manual) to the Chauffeur (personalised, autonomous). It's time to see where your team sits, and what's holding you back from the next level. Agentic CS is the future. The question is: how far behind is your motion? Read the full framework (free to access): https://lnkd.in/dZKuADQk

The best CS teams don't just manage customers. They grow them. In the latest Customer Growth by Hook masterclass, you'll learn how to think and act like a revenue function - from handovers that set you up for success, to discovery that uncovers measurable value, to account planning that drives real growth. With insights from Penny Orme (Revintis) and Rav Dhaliwal (Crane Venture Partners). Ready to sharpen your commercial edge? Enrol for free today: https://lnkd.in/egMWVhxZ

Most CS systems automate execution. Hook automates judgement. Next Thursday, our VP of Customer Growth Natasha Evans and Founding GTM Sam Champion will be joining Hard Skill Exchange's AI Practice Sessions to share how Hook's designing AI-native Customer Success where agents don't just tick off tasks, they own outcomes. They'll get into what breaks when you try to scale traditional GTM stacks, what it means to automate judgement (instinct + execution), and how outcome-driven agents adapt and replan for each customer in real-time. It's a practical look at Digital CS that moves as fast as your customers do, and directly impacts GRR, NRR, and growth. See you there 💡 Register here for free: https://lnkd.in/dhYeURn8

As post-sales teams scale, the cracks start to show. Roles blur. Handoffs get messy. Accountability around retention and expansion becomes fuzzy. And before long, no one's quite sure who actually owns what, which makes predictable revenue nearly impossible. It's a pattern that plays out in nearly every growing CS function. And it's exactly what we tackled in January's episode of The Monthly Sync ☕ : the perfect way to start the year with clarity. Host Natasha Evans sat down with serial CRO Joe Marcin to break down one of the most critical foundations of high-performing post-sales teams: role clarity. Not the fluffy kind that lives in job descriptions no one reads, the kind that actually drives behaviour, aligns incentives, and creates accountability. But the conversation went well beyond role definitions. They dug into when to separate roles (and when forcing separation too early can backfire), how to introduce post-sales into conversations before deals even close, so customers experience continuity instead of jarring handoffs, and how to design comp structures that create a "golden thread"—where CSMs, AMs, and RMs are all pulling in the same direction instead of competing for credit. If you're building a post-sales function from scratch or untangling one that's grown messy, this is 30 minutes well spent. Watch the full episode 👇 🎥 YouTube: https://lnkd.in/eas5X9RX 🎧 Spotify: https://lnkd.in/ee3sFTtT