Dear SaaStr: When should an enterprise data collection startup hire a VP Customer Success to upsell customers much larger contracts for analytics?
You need a senior CS exec as soon as:
- You have 2 Big Customers. Because you can’t afford to lose them. and/or
- You have $1m in ARR. Before then, maybe you can hack it. and/or
- You have $500k or more of renewals coming up. Not that different from prior point, a different way to look at it.
Once you have even $1m in revenue, you are likely ready for a full-time customer success lead. Maybe too early for a “Head of” or “VP”. But someone senior enough to own it. Maybe even, once you have more than 2 or 3 big customers. Then it can’t just be part of your job, or someone else’s job.
Staff 1 person for every few top logos if you can, as early as you can. Watch magic happen over time.
