Most founders hire their first CSM too late.

By the time churn shows up in the numbers, the damage is already done.

Customer Success isn’t a “nice to have” after funding – it’s what keeps your earliest customers alive long enough to tell your story.

Here’s what to do before you think you need it:

✅ Define a CSM role – even if part-time initially, someone to focus on customer outcomes
✅ Create an onboarding playbook – first impressions define retention
✅ Build a simple health score – know who’s at risk before renewal

Wait too long, and CS becomes firefighting. Start early, and it becomes the foundation for predictable growth.

Want a checklist for setting up Customer Success in your startup? Drop me a line.