How vesper moved from 15% portfolio coverage to 90% without adding headcount

The challenge before ImpactPilot

When Jennifer Peters joined Vesper as Head of Customer Success, she inherited a team built around one thing: renewals. The agricultural commodity platform had a global customer base across Japan, New Zealand, Latin America and the US - managed by a team of five to six CSMs each carrying 80 to 100 accounts. But outside of renewal dates and pipeline stages, visibility was almost zero.

Customer health data lived in a mix of HubSpot dashboards and what Jennifer describes as "a tornado of Google Sheets." Non-transactional engagement, business reviews, onboarding touchpoints, customer visits wasn't tracked at all. The customers who never complained, never asked for anything, and never flagged a problem were also the ones nobody was actively watching.

"The silent customers that never ask for anything, if you don't go to them, you don't talk to them for six months and you don't even realize. ImpactPilot makes sure you do."

— Jennifer Peters, Head of Customer Success, Vesper

The breaking point came after two quarters. Jennifer tried to pull a simple report: how many business reviews had the team done that quarter? She couldn't answer it. For a CS leader trying to build a serious function, that was enough.

The search for a tool

Jennifer knew HubSpot had to stay - marketing and sales were already running on it, and introducing a separate CRM would only create more silos. But HubSpot alone wasn't giving her the engagement transparency she needed.

She evaluated dedicated customer success platforms. The options were either expensive, implementation-heavy, or both.

"A separate CSP requires a lot of implementation time and internal resources. It can become very consuming for your team, outside of the pure budget of it."

What she really wanted was something that would enrich HubSpot for CS, the same way sales tools had enriched it for sales teams. She was convinced it had to exist. Then she found ImpactPilot.

Why ImpactPilot

The conversation that convinced Jennifer wasn't about features - it was about outcomes. "We started having good conversations around drivers and how to drive outcomes," she says. "Which was exactly what I was looking for."

The other factor was time-series data. One of HubSpot's core limitations for CS is that it's not built to track metrics over time. For a CS team managing multi-year customer relationships, knowing that usage dropped last month isn't enough - you need to see the trend. ImpactPilot solved that natively, without any custom development or external integrations.

Setup was fast. Within the first quarter, the team had Impact Drivers configured, risks being flagged, and a portfolio view that hadn't existed before.

The results

The first insight caught the whole team off guard. Jennifer had estimated the team was actively engaging with maybe 12 to 15 percent of the portfolio each quarter. The actual number, once ImpactPilot made it visible, was over 50 percent. Across two quarters, they were touching close to 90 percent of all accounts. "We purchased an entire solution to understand how bad we were doing," Jennifer says, "only to realize that in a lot of ways we were not doing that bad at all."

But the real value wasn't just the coverage discovery. The AI risk detection started surfacing signals the team had no way of catching before, customers going quiet, usage slowly declining week on week, and unpaid invoices sitting unresolved. That last one had a measurable financial impact: days sales outstanding on late invoices dropped by close to 50 percent - simply because the visibility was now there for the CS team to act on.

💬 "Having the system tell you, you haven't started this renewal process yet was crucial for us, not to have too much churn as we were transitioning."

— Jennifer Peters, Head of Customer Success, Vesper

The shift in how the team works has been just as significant. Where before the only metric Jennifer could bring to leadership was NRR, she can now show the quality and outcome of every customer interaction. CSMs aren't counting calls anymore - they're tracking mutual action plans, executive involvement, and the concrete steps that led to a renewal or expansion.

💬 "We're not looking at, I had a meeting. I'm looking at, I have a mutual action plan to save this renewal together with the customer."

— Jennifer Peters, Head of Customer Success, Vesper

The recommendation

For CS leaders still managing portfolios out of spreadsheets or trying to make a standard CRM work for customer success, Jennifer's advice is straightforward: stop patching the problem with headcount or manual processes, and find a tool that makes what you already have work harder.

"I knew HubSpot was going to have to stay," she says. "I was going to have to find a solution to make it work for us." For Vesper, that solution was ImpactPilot.