Create a Customer Success Team From Scratch in 10 Steps

This article outlines 10 steps for setting up a successful SaaS-based customer success team. The first step is to understand the product, sales model, and implementation process, as well as the customers and potential customers. Defining the team's roles and responsibilities, selecting tools, and drafting escalation playbooks are also important. Finally, review and refine the program to ensure success.

It is important to document implementation, track customer data, and understand what drives customers. CS teams must understand their role in onboarding, support, renewal, and upsells. Tools like a CRM platform and project management software are essential. Health scores and customer surveys measure success, and collaborations with other teams are key.

Setting up a customer success team requires planning and effort. It is important to start small and build on successes, and to review and refine the program regularly to ensure ongoing success. With the right steps and processes in place, customer success teams can drive value, data, and sound operations.