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22min chapter
A customer success masterclass | How to design, build, and scale a CS org | Stephanie Berner (LinkedIn)
In Depth
Building a Customer Success Organization in a Startup
This chapter explores the process of formalizing a customer success organization in a startup, including timing, key skills, and hiring strategies. It discusses the qualities and backgrounds of successful customer success managers and offers insights on hiring for customer-facing roles. The chapter also emphasizes the need for a balanced team with firefighter-type CSMs and system-builders for scalability.
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