The Customer Success Pro Podcast Implementing a Customer Success Strategy from Scratch
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Oct 21, 2025 Discover the key strategies for building an effective Customer Success function from scratch. Anika Zubair shares her insights on avoiding common pitfalls and emphasizes the importance of collaboration across teams. Learn why focusing solely on renewals can limit your success and how to measure what truly matters. She stresses starting small, mapping the customer journey, and tracking predictive metrics instead of vanity ones. Anika also encourages listeners to start by listening to customers to create impactful strategies.
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CS Often Arrives Too Late
- Companies often hire customer success too late, forcing CS into a defensive role handling churn and firefighting.
- This leaves no strategy, playbooks, or shared internal understanding to proactively drive retention.
Start With One Priority
- Avoid building everything at once and prioritize a single, high-impact deliverable to prevent burnout.
- Start small, do one thing really well, and iterate over months rather than promising everything in 90 days.
Adapt, Don’t Copy Playbooks
- Don't copy playbooks from large companies wholesale; adapt parts that fit your company's maturity and context.
- Design for your product, customer base, and organizational reality rather than forcing complex templates.