Role in Startup

Early-stage customer success is mostly about ensuring people can use the product effectively and seeing that their feedback flows straight to you. You might schedule personal onboarding calls and respond to every support request within minutes.

Objectives

Retention is everything. You want to confirm that once customers sign up, they keep using the product and feel tangible value. Gathering success stories or testimonials is critical. At this stage, you’re likely refining user flows, FAQs, and basic training materials on the fly.

Areas of Specialization

Specialization is minimal. Your “CS” person might also handle QA, product feedback, or even sales leads. Still, you start to develop a knack for reading customer sentiment—who’s going to churn, who loves the product, and what features they desperately need.