What is your 30-60-90 day plan when you go into an org with the intention of setting up a customer success function for the first time?

First 30 Days: Assessment & Foundation

• Deep customer discovery: Interview 15-20 key customers across segments to understand their success metrics, pain points, and where they need support

• Internal stakeholder alignment: Meet with Sales, Product, and Support to understand current customer handoffs and identify gaps

• Data assessment: Evaluate what customer data we currently capture and what systems we'll need for proper CS measurement

• Hire first CS Manager: Bring on someone with experience building CS programs who can help scale the team

• Define initial success metrics: Create preliminary health scores based on product usage, support tickets, and renewal indicators

30-60 Days: Process & Playbooks

• Launch pilot program: Select 15-20 customers for high-touch CS engagement to test approaches

• Develop onboarding playbook: Create a structured process to accelerate time-to-value for new customers

• Build QBR framework: Design a quarterly business review template that demonstrates clear value

• Implement health scoring system: Roll out automated customer health tracking to identify at-risk accounts. Use tools like Staircase.ai to determine relationship gaps, sentiment issues and churn risks.

• Develop escalation paths: Create clear protocols for handling customer issues that require cross-functional support

• Hire 2-3 additional CSMs: Begin scaling the team with focus on specific customer segments

60-90 Days: Scale & Optimization

• Expand program coverage: Roll out the CS model to a broader customer base with a tiered approach (high-touch, medium-touch, tech-touch)

• Launch proactive intervention program: Begin outreach based on early warning indicators from health scores

• Develop customer advocacy program: Identify champions and create pathways to testimonials, case studies, and referrals

• Implement success planning: Create joint customer roadmaps with clear milestones and value indicators

• Establish ROI framework: Develop clear metrics showing CS impact on retention, expansion, and overall revenue

• Present CS roadmap: Share 6-12 month plan with executive team including resource requirements and expected outcomes