<ul data-eligibleForWebStory="true"><li>Founders of SaaS startups should build their first Customer Success (CS) team early to drive retention, upsells, and customer satisfaction from the start.</li><li>Hiring a passionate generalist for CS early on can be more effective than waiting for senior leaders. Focus initially on customer onboarding, reducing churn, and ensuring customer success.</li><li>Avoid relying on sales teams to handle ongoing customer relationships. Set clear, measurable goals for the CS team such as Net Revenue Retention, churn rate, and Customer Satisfaction scores.</li><li>It's crucial to align the CS team with product and marketing, overinvest in the success of early customers, and hire individuals with the appropriate experience level for managing customer accounts.</li></ul>

Dear SaaStr: How Should Founders Build Their First Customer Success Team?

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