Case Study – Scaling Customer Success in a Remote-First World

Happiness To Work + Paperspace

Scaling Customer Success in a Remote-First World

The Challenge: From AI & ML Focus to Diversification

Paperspace, a leading Accelerated Cloud Computing company, has built a strong reputation for providing cutting-edge infrastructure and tools for machine learning and data science. With over 500,000 users globally and a distributed team across North America, Central America, and Europe, the company was ready to take its next big step—scaling and diversifying its Customer Success (CS) team.

When Ben, Paperspace’s CRO, approached us, the mission was clear:
🚀 Expand the Customer Success team
🌍 Transition from an in-office culture to a fully remote CS model
💡 Find leaders who could bring fresh perspectives and structure to the team

For a company with a thriving in-office culture in New York City, shifting to a remote-first approach for CS was a significant challenge. The right talent needed to be highly adaptable, customer-focused, and aligned with Paperspace’s innovative mindset.

The Solution: Finding a Transformational CS Team Lead

We knew that the key to success wasn’t just hiring—it was about finding the right leader to redefine and strengthen the team.

🔍 After an extensive search, we placed a CS Team Lead who brought strategic thinking, fresh structure, and an innovative approach to customer engagement.
🏗 With new leadership in place, the team was restructured to enhance efficiency, improve customer experience, and align with Paperspace’s long-term vision.
🌍 By focusing on candidates experienced in remote collaboration, we ensured a smooth transition from an NYC-centric culture to a high-performing distributed team.

The Results: A Stronger, Scalable CS Team

✔️ Successful transition to a fully remote Customer Success team
✔️ A structured and efficient team with strong leadership
✔️ Enhanced customer engagement and long-term scalability

At Happiness To Work, we don’t just fill roles—we help companies adapt, scale, and thrive. Our collaboration with Paperspace is a testament to how the right talent can transform challenges into opportunities.