Video · 8 min

The Earlier, the Better: How Customer Success Compounds Your Growth | @churnzero CCO Alli Tiscornia

Alli Tiscornia · More SaaStr Free Beginner

The Earlier, the Better: How Customer Success Compounds Your Growth | @churnzero CCO Alli Tiscornia

Short and direct on the exact worry behind this question, that customer success feels like a cost you cannot justify yet. Tiscornia argues the return compounds from the first hire, which is the case for going earlier than comfortable.

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The question it answers

  1. When should I hire my first customer success person?

Read with it

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  2. Direct answers to the timing question: first CS hire in your first 5 to 10 employees, full time once you have two big... SaaStr Article · 6 min read Dear SaaStr: How Should Founders Build Their First Customer Success Team? Jason Lemkin
  3. Lays out the three real ways to organise a CS team (by segment, by lifecycle stage, by engagement model) and what each one... Gainsight Article · 16 min read Customer Success Team Structure: The Ultimate Guide Gainsight
  4. The book that defined the function. Worth reading once if you are building the team, mostly for the ten laws and the argument... Wiley Book · 256 pages Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue Nick Mehta, Dan Steinman and Lincoln Murphy
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