Congratulations on reaching the milestone of hiring your first Customer Success Manager (CSM)! This marks an inflection point not just for customer experience at your company, but also revenue growth.
The tides are changing for Customer Success. For years, many companies viewed CS as a soft function - a feel-good team that makes customers happy.
As a startup CEO, you’re no stranger to juggling numerous tasks and responsibilities. To make your life easier and improve your startup’s performance, it’s crucial to create leverage wherever you can.
By the time a customer reaches your operational teams, A LOT has happened. They’ve exchanged countless emails, virtual meetings, and other communications.
“You’ve got to start with the customer experience and work back towards the technology, not the other way around.”
