Use case
Scaling a customer success team without losing quality.
- Client
- Autovex
- Team
- Customer success
- Engagement
- Fractional CRO
- Duration
- 9 months
The situation
Autovex had a clear target: grow the customer success team significantly within a year. The question was not whether to hire, but what the new people would walk into. Kasper Kumpulainen had just stepped up to lead the team, and there was no shared operating model yet. No common metrics, no fixed rhythm, no playbook for the team leads who would join.
What was built
- A weekly and monthly rhythm. A fixed Friday team meeting with shared targets and one way of tracking progress. A monthly review against the business targets. Clear metrics for every team member, so everyone knows what they are measured on.
- A structure built to scale. The plan meant hiring two new team leads under Kasper. Before they started, the playbooks were in place, each unit could run on its own and report upwards, and Kasper could lead the whole instead of the daily reporting.
- Weekly sparring for the team lead. Structure and metrics are not enough when situations come up for the first time. Kasper and I met every week: live situations and priorities, hiring and onboarding the new leads, performance management, and his growth as a leader, not just the process.
What changed
- For the first time, the team had a shared way of working and clear metrics.
- Kasper leads the whole, not every individual’s day.
- New team leads started in a ready structure, not an empty one.
- The team grew several times over without quality or customer experience suffering.
Fast growth usually costs conversion and customer satisfaction. This time both went up, because the foundation was in place before the team scaled.
“We didn’t have to figure everything out ourselves. We were able to scale the team much faster than would have been possible without this model.
Through Joona, we immediately had access to real experience in leading the project, building the actions, training the team, and creating the structures.”
“Joona’s support let me grow into the role far faster than I could have on my own. He brought perspectives on scaling I wouldn’t have known to look for, especially as so many situations came up for the first time.”