@redbord profile picture
Michael Redbord @redbord

Boston MA. Former @hubspot and @saasworks. Likes: SaaS, travel, customers. Dislikes: average food, full sentences.

Joined January 2008
  • Tweets 7,504
  • Following 5,376
  • Followers 6,224
246 Photos and videos
Wow, some surprising data in here about the state of customer success, tools, and teams. I'm psyched to share these insights into the state of customer success by @markroberge and Jake Taucher, via @SaaSWorks! saasworks.com/state-of-custo…
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I'm really excited to share some insights into the state of customer success in 2020 from Jake Tauscher and Mark Roberge. hubs.ly/H0DcHyb0
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Michael Redbord retweeted
New Breed@NewBreedRevenue
2 Sep 2020
This week on the Adding Value Podcast, Guido is joined by former @HubSpot Service Hub GM and current SaaSWorks VP of Operations Mike Redbord (@redbord). Tune in to learn more from Mike about how businesses can create a powerful #CustomerExperience: hubs.ly/H0vt2Zv0
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Michael Redbord retweeted
Underscore VC@UnderscoreVC
2 Sep 2020
Post-Series B, the @Jebbit team had a surprising realization: Customer Success was unintentionally “masking” groups of unhealthy customers with stellar support. Here’s how they started scoring customer health and found an “unemotional source of truth.” bit.ly/2EQ7sME
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Come hang out with me and @clientsuccess to talk customer-centric renewals that actually keep you, as a #customersuccess leader, sane! linkedin.com/posts/clientsuc…

We're pumped to keep our Customer Success Leadership webinar series going! Join us this Thursday at...

We're pumped to keep our Customer Success Leadership webinar series going! Join us this Thursday at 2pm Eastern / 11am Pacific with Michael Redbord, Head of Ops at SaaSWorks and former VP of Customer...

linkedin.com
Fascinating take on labor, tech, and professional identity: The Making of the Tech Worker Movement logicmag.io/the-making-of-th…

The Making of the Tech Worker Movement

A long look at the mechanics of a movement.

logicmag.io
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Career advice for people with bad luck chiefofstuff.substack.com/p/…
Michael Redbord retweeted
Luke Owen@kipowen
17 Apr 2020
If you are in SaaS and needing some ideas on how to handle your customer contracts during these crazy times, check out @redbord recent chat with folks over at @success_hacker youtube.com/watch?time_conti…

Michael Redbord: How To Manage Renewals, Retention, and Operations...

In this Moment of Truth, Mike Redbord from Hubspot talks about how ...

youtube.com
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Michael Redbord retweeted
Charlotte Ward@charlottewarduk
5 Mar 2020
Replying to @redbord
@redbord joined me again for his second podcast stint today, covering how you build a career in support! #customersupportleaders #podcast #interviews #support #careers customersupportleaders.com/2…
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Interesting day re-booking a trip given #covid and #SaaStr2020 cancellation. Brands creating loyalty & promoting global health: @bookingcom @InterConHotels @JetBlue @saastr 🙏 Brands losing loyalty & creating economic incentive to spread disease: @UnitedAirways @HotelTonight 🦠
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Great analysis by @NewBreedMktg on churn models in SaaS: newbreedmarketing.com/blog/4…

4 Ways to Measure SaaS Churn & Why They Matter

Churn is one of the most important metrics you can measure, and it should inform many of your marketing and customer service efforts.

newbreedrevenue.com
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Solid read. This is a great article on how the skills SaaS businesses need, like Support, often live in other industries we don't "think" of hiring from: Why You Should Hire Retail or Food Service Workers For Customer Support nicereply.com/blog/retail-fo…

Why You Should Hire Retail or Food Service Workers For Customer Support

Let’s take a look at how the skills you build in retail and food service roles lend themselves to providing an excellent customer experience.

nicereply.com
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Southwest Airlines’ Bad Week Shows the Difference Between Customer Service and Customer Centricity. "Even the best customer service can’t fix the damage done by company-centric decision-making." --> by @mattlemay link.medium.com/9Szb0tvtM3

Southwest Airlines’ Bad Week Shows the Difference Between Customer Service and Customer Centricity

Every idea needs a Medium

link.medium.com
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Fascinating data on the startup ecosystem, especially in the way founders vs. VCs think. Take a look: @firstround surveyed hundreds of startup builders to find out in this year’s State of Startups Survey: stateofstartups2019.firstrou…
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As I work on my own mentorship skills, this was an excellent read: How to Be a Career-Changing Mentor — 25 Tips From The Best Mentors We Know – firstround.com/review/how-to…
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Michael Redbord retweeted
Gainsight@GainsightHQ
24 Oct 2019
➡️If you want to grow your business, you need customer advocates. ➡️Customers become advocates when you put their success first. In this blog post, @redbord shares @HubSpot's new inbound methodology that encompasses the tenets of #customersuccess. 📄 bit.ly/2pKiivL
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Michael Redbord retweeted
SupportBee@supportbee
24 Oct 2019
50 Best Customer Service Blogs You Should be Reading. Featuring @billquiseng, @chiprbell, @jeannebliss, @annettefranz, @fonolo, @hodusoft, @jaybaer, @MarshaCollier, @joerawlinson, @ShaunBelding, @supportdriven, @TCFCR, @TeresaAllen, and @flavmartins supportbee.com/blog/best-cus…

38 Best Customer Service Articles and Blogs to Read in 2026

The 38 best customer service articles and blogs in 2026 — covering tips, complaint handling, leadership advice, and proven frameworks from industry experts.

supportbee.com
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Michael Redbord retweeted
Jason Fried
@jasonfried
24 Oct 2019
Out of the current 56 people who work at Basecamp, 33 have been with us for 5 years. Of those 33, 25 have been with us for 7 years, and 10 have been with us for 10 years.
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A recap from one of my favorite events of the year, Support Driven's Summit Leadership Conference! supportdriven.com/2019/10/11… via @supportdriven
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