To begin with, startups should focus on measuring the most essential customer success metrics—adoption, engagement, and renewal—instead of trying to boil the ocean.

User adoption is on the critical path to value creation and benefits realization. Hence, it should be a part of every CS team’s mission.

Your first few hires should be Renaissance CSMs: multi-skilled, hustling, gritty, thinking outside the box, and not feeling stuck in processes (or the lack of it).

Post-Series A funding is a great time for scaling Customer Success — with new hires (for a balanced team) and technology (for truly unlocking efficiency).