Start at the Very Beginning: Hiring Employee #1 on Your Customer Success and Support Team

A talk by Cairo Amani
Customer Success, Full Lane

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About this talk

In any company, the customer-facing employees are your brand. Are you seen as supportive? Compassionate? A team of problem-solvers? You are because your customer-facing team is those things. Your customer-facing employees are critical to your business success and to developing engaged customers.

As a founder at an early stage company, your first hire for your Customer Success and Support Team will set the standard and tone for customer satisfaction and engagement with your brand. You’ll leave this workshop with a job board-ready job description and a game plan for how to get the right person in the door.

We’ll discuss:

  • What goals should you hit before hiring your first customer success and support team member?
  • What are the best channels for sourcing candidates for a customer success or support role?
  • What’s the right balance of customer success vs customer support given your product and customer base?
  • Should you hire a junior or senior level person? What interview tactics can help you measure skills in an efficient manner?
  • What systems do you need in place for this new team member to be successful?
  • How do you set and measure KPIs for this first team hire?

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