As your startup grows, what your customers expect from you will change and the volume of their requests will change. You’ll shift from the reactive mode of supporting requests as they happen to the proactive mode of fixing issues before they ever become a problem.
I’ve spent the last seven years building the customer success function at HubSpot. I grew with the team, and played a big role in many of our successes…and failures. Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first organization. Here’s how I’d recommend shifting your thinking about customer success as you grow.
(0 to 5 employees)
At this stage, customer support isn’t your primary focus. It’s likely not even a problem on your radar, nor should it be. Your #1 focus at this stage is product-market fit.
Customers are integral in this process because they provide feedback, and every member of your team should be answering support requests, meeting with customers, and thinking about how to build a product that suits the needs of the market.