• Episode 3: Building a CS team from scratch: where to start

  • Apr 6 2025
  • Length: 20 mins
  • Podcast

Episode 3: Building a CS team from scratch: where to start

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  • Summary

  • Building your Customer Success team from the ground up sounds exciting—until you’re staring at a blank org chart and wondering who (and how) to hire first.

    In this episode of Designing Success, Rob walks you step-by-step through what it takes to build a Customer Success team the right way, from defining your mission and making that critical first hire, to designing roles around your customer journey and setting meaningful metrics that drive impact—not just activity.

    You’ll learn:

    • Why your first CS hire shouldn’t just “manage relationships,” but build processes, systems, and playbooks that scale.
    • How to structure roles around real customer friction points, not generic job descriptions.
    • The key metrics to set from day one to avoid vanity numbers and track actual success.
    • How to embed Customer Success deeply into your company’s culture, not just around it.


    Because the way you start your Customer Success function determines how well (and how fast) it can scale later.

    Ready to start building smarter? Let’s get into it.

    Don't forget to follow GrowthPilot on LinkedIn, YouTube and Substack!
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