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What's the biggest mistake you see when scaling from 2 CSMs to 10 CSMs?

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  1. Nina Wilkinson
    Nina Wilkinson

    ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 7mo

    I've lived this one and it was PAINFUL. The biggest mistake for me as I've grown teams is not hiring my first line manager fast enough. At one point I was doing 18 1:1s per week. Yes, 18 of them. It got to a breaking point where I was so over extended that I needed to hire, but didn't have the bandwidth to invest in recruiting. I ended up having to cut down 1:1s to every other week which was a crummy experience for my direct reports and I wasn't able to give my best as a manager. So learn from m ...Read More

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