How should I think about growing a CX team from 0-10?
JZ: Almost every company starts with one generalist CSM who does a little of everything. You’ll know a second CSM is needed when the first person starts to cry, often literally. The next question to ask is “what are they crying about?” because the solutions are different if they are getting crushed with onboarding vs support or something else. Beyond two CSMs, it’s time to start specializing into some of the functions listed above, rather than just hiring more generalists.
It’s also important that this CX team reports to whoever oversees sales, which usually means the CEO or CRO. By contrast, if Sales reports to the CEO and CX reports to Product, you often get misaligned incentives and both teams just blame one another.
As the company grows, the people from CX often get picked off by other departments, because they have become product experts and also have people skills. This is a high class problem, but it does require you to plan headcount accordingly.