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 Stripe’s 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! PG AI: https://www.getpg.aiSelr: https://selr.ai   🏹 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.”