In this episode of the Founder and CEO Podcast, Mike and Patrick are joined by customer success expert Jenny Campbell to explore the full lifecycle of building, expanding, and optimizing customer success and customer experience teams in high-growth companies.
Jenny shares actionable insights on when to hire your first customer success leader, how to structure and compensate CS teams, the critical distinctions between customer success and customer experience, and the metrics that matter (GRR, NRR).
From early-stage player-coach hires to scaling up with segmentation and executive alignment, learn how to avoid common pitfalls, adapt to each growth phase, and develop a customer-centric organization that drives retention, expansion, and lasting business value.