In this episode, Jeff Breunscbach, the Director of Customer Experience at Higherlogic and the co-founder and host of the Gain Grow Retain Podcast, joins us to share his expertise on setting up a customer success organization. He talks about: --> As a first CS hire, what should the focus for the first 90 days be? --> What processes to build during the first 90 days? --> What to do when customers use your customer success team as support? --> How does the role of a CSM look in a 50 member organization vs a 200 member org? --> The qualities to look for when hiring a CSM --> Whom should a customer marketer report to? And what does the CSM & customer marketer collaboration look like, and a lot more...