<ul><li>To build a successful customer success team, focus on hiring product-savvy individuals and emphasize customer empathy and B2B experience.</li><li>Make onboarding a key KPI, monitor account health proactively, and aim for high net retention to drive success.</li><li>Utilize your product to accelerate time-to-value for customers and align CSMs' incentives with metrics like net retention and upsells.</li><li>Invest in relationships, make customer success a company-wide priority, measure key metrics, and start investing in customer success early on in the business.</li></ul>

Dear SaaStr: What Is the Playbook for a Successful Customer Success Team?

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