Antwerpen-based startup ImpactPilot – Customer success tool deeply embedded in HubSPot

Former 24sessions founders Konstantin Goncharuk and Pieter Boon announce the launch of their new startup, ImpactPilot, a customer success solution deeply integrated with HubSpot.

This launch comes 12 months after they departed from 24 sessions, after its acquisition by MessageBird.

Pieter Boon has been working in post-sales his entire career: he spent his first five years advertising sales at Google, and afterwards, he joined the founding team at 24sessions.

There was enormous growth potential within the existing customer base at Google & 24sessions (CX video calling solution, acquired by Messagebird). He experienced first-hand that if customers see value in their investment, they will expand their business with you.

After leaving 24sessions in November 2022,  he was asked to do CS consultancy at various SaaS organizations. Pieter noticed 3 remarkably similar challenges across many different B2B SaaS CS teams.

It’s Hard Being Proactive: “One common frustration we heard was about Customer Success teams not being proactive. CEOs complained about CS teams being a cost centre or fancy support team. CSMs moaned about not being handed the direction & tools to make an impact. CS team leads are left in the middle to defend investment in their team.”

No Standard Way of Working: “Unlike sales,  Customer Success hasn’t quite cracked the code on a definitive, repeatable, and scalable way of working. 1000 companies; 1000 CS approaches, incentive models & processes. CS has a lot of catching up to do vs sales or marketing teams in terms of standardisation of best practices.”

Current CS Tooling not Delivering: “The answer to these challenges has typically been: Tools! Most CSPs are data/insight-oriented, while CS needs impact/action-oriented tooling. I also heard a lot of frustration over pre and post-sales teams working with different tools and having to do double or triple data entry & logging. Without getting the proper automation & insight rewards that were promised.”

That’s why we built ImpactPilot, your co-pilot for Customer Success, success.

ImpactPilot is designed to make CSM’s pro-active.

• It enables teams to pinpoint impactful actions for customer outcomes and business goals.
• Incentivizing CSMs based on these impactful actions.
• They are facilitating the generation of comprehensive account plans.
• It provides insightful analytics and data integration.

ImpactPilot’s seamless and deep integration with HubSpot sets it apart, so no new solution is needed as ImpactPilot plugs directly into HubSpot.

Traction and Growth

ImpactPilot has multiple customers actively utilizing its platform. Konstantin and Pieter are committed to bootstrapping the company, focusing on sustainable growth and continuous innovation.

Their first customers are:

Vormats – Vormats is a tool for video content creation. The main use cases are employer branding, job vacancy videos, instruction videos or an update.

We’ve transformed how we incentivise our CS team. They now have real time insight in what moves the needle towards successful customer outcomes. And I have gotten complete transparency of what my team is doing everyday.’

Jan-Jaap van den Hoek – CEO Vormats

A-Insights – The Intelligence Solution for food companies. Maximizing competitive intelligence with a solution that gives their customer the complete picture of their market.

ImpactPilot helps us set clear directions for my CS team. We defined a select number of key activities that drive impact and ImpactPilot has really forced us to focus on those. My CS team love the visibility ImpactPilot gives in where they stand in achieving impact for their customers.

Joram Schuurman – Head of CS – A-INSIGHTS

Altura.io  is full-cycle bid management software. Users employ its project management, analysis and AI tools to win better tenders quickly. They can spot opportunities, collaborate on proposals and improve their teams and tenders through data insights.

Ensuring optimal product configuration is key to customers achieving their desired outcomes with Altura. ImpactPilot allows me to incentivize my team on what they need to do now to set our customers up for success.

Matthijs Huiskamp – CEO – Altura