They might report into services, or they could report directly to the COO or even to the CEO. That team, that person in some cases, does everything from on-boarding to training, support, renewal, upsell, reference management, etc.

That’s great, because in the early days, that person is your eyes and ears. If you’re the CEO, you should be meeting with them every week and listening to what you’re hearing from the customers, what’s working and what’s not. That team is a really good starting point to drive customer success.

The challenge is that it’s hard to scale. It’s hard to have one person that can do on-boarding training, up sales, renewals all together. It’s a great place to start, but probably not a great place to end up over time.

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