What do you think about your first 30/60/90 day goals when coming in as the Head of Customer Success in a startup that didn't have customer success managers before?

As the Head of Customer Success in a startup that did not have Customer Success Managers before, your primary objective would be to establish a successful customer success function. To do this, you must take a phased approach in the first 30/60/90 days to develop a foundation for success.

Here are some possible goals you could set for the first 30/60/90 days:

First 30 days:

1. Understand the company's products/services, customers, and their pain points.
2. Meet with key stakeholders such as sales, services, marketing, and product teams to understand their goals and align customer success strategies.
3. Analyze the current customer journey and identify areas for improvement.
4. Hire a team of Customer Success Managers (CSMs) or identify existing employees to fill these roles.
5. Develop a customer success playbook and define the key performance indicators (KPIs) to track.

Next 60 days:

1. Establish a scalable customer success process and standard operating procedures.
2. Create a customer onboarding program that ensures new customers receive a seamless and successful onboarding experience.
3. Define and implement a customer health score and identify at-risk customers to address any issues proactively.
4. Launch a customer advocacy program to drive customer referrals and positive reviews.
5. Provide coaching and training to CSMs to improve their effectiveness.

Next 90 days:

1. Implement a customer success technology stack to automate and streamline customer success processes.
2. Develop a customer feedback loop to collect customer feedback and use it to improve products and services.
3. Analyze customer data to identify trends and insights that can be used to improve customer success.
4. Create a customer success roadmap to guide the team's efforts for the next six months.
5. Establish a culture of customer success across the organization, emphasizing the importance of customer-centricity in all business decisions.

By focusing on establishing a strong foundation in the first 30/60/90 days, you can set your team up for success and build a strong customer success function that drives customer satisfaction, retention, and growth.