Establishing the Customer Success Function
What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?
What is your advice for creating and/or improving the customer success process when joining a small but growing team?
Particularly for a small company with no or little structure?
What are the biggest surprises when going from a company where customer success was established to one where you have to establish customer success?
How do you coordinate and work cross functionally with the sales team to create commonly shared KPIs?
How 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 before?
How do you retain good talent, especially when customer success roles are in such high demand across the industry?