Hexus (Acquired by Harvey) · Head of Customer Success

Built Hexus's Customer Success Function and Early GTM Motion from Scratch

When I joined Hexus, there was no established Customer Success function and no repeatable post-sale motion. The company was early-stage and still learning which customers were the best fit, what drove adoption, and what it took to move users from trial into paid usage. Many early customers came from personal introductions, so even the sales process itself was still taking shape. I came in to build Customer Success from the ground up, but given the stage of the business, the role stretched well beyond traditional CS. I worked directly with customers while partnering closely with the founder, Sales, Product, and Marketing to shape onboarding, feedback loops, and parts of the GTM motion as we figured out what worked. I built a lightweight guided onboarding process centered on the actual use cases customers were trying to solve, and set up tighter feedback loops between customers and Product so what we learned in the field fed straight back into the roadmap. I replaced the one-off, founder-led approach to accounts with consistent engagement around activation, adoption, and value realization, and codified what we were learning into lightweight playbooks we tested and revised daily: which customer profiles reached value fastest, where trials stalled, what signals pointed to strong fit, and which interventions actually moved customers forward. I led enterprise pilots and worked hands-on with early customers including Apollo.io, Uber Freight, and Sisense. Those insights fed directly into how we positioned the product, qualified opportunities, and prioritized engineering work. We saw meaningful improvement in trial-to-paid conversion as we narrowed in on the right target persona and tightened the customer journey. The Hexus team was acquired by Harvey before the GTM motion had fully matured, but the lasting outcome was a repeatable system for learning what drives activation, conversion, and customer value in an early AI-native company, moving Hexus from reactive, relationship-driven customer work to a more structured, iterative process built on customer feedback and usage.