When is a good time to invite CS Ops to the big party?

Hello everyone,

I wish you all a nice day!

I have a question that has been in my head for a while now. Although, in the company I'm working at right now, we are in baby steps when it comes to CS. The good part here is that we are currently laboring on a CS framework. But wanted to hear your opinions about:

When is a god time to have a dedicated CS Ops person in the company?

Thank you all!

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Comments

[Deleted User]

What responsibilities do you envision the ops role having?

I tend to err toward starting with it even before having CSMs. Especially if you plan to put customer communications and engagement strategies (scaled programs) under the ops umbrella. I see a lot of companies who have built up large teams of CSMs but have not yet implemented the basics:

- customer communications
- scaled education programs and workshops
- customer community

These 1:many programs are foundational to a scalable customer success program. And an ops person can help figure these strategies out early.