New job: From CS to Growth and Scaling

Hello!

Looking for some helo from anyone with some experience in growth and scaling.

I built a CS department which is now pretty self-running and I'm being tapped for a position where I can help grow and scale the entire company. I believe this will include Marketing, Sales and Customer Success. I have a few questions for anybody who might have some experience in this:

What would be your first order of business?
Has anyone worked with a structure with departments where you have leaders instead of traditional manager positions (in order to keep a flatter structure?
What learnings can you bring from CS to implement in other departments?
If I get a formal offer, what kind of initial plans would you recommend I present to the board (initial review of all processes, request for full control of everything from marketing down to cs, budget, etc)?
Do you know of any good resources related to growth and scaling?

Sorry of the questions are a little over the place

Find more posts tagged with

Revenue

CS Team

Comments

Walter Zepeda

Hey @David Jackson, thanks a lot! I will definitely take your advice on those 3 points

David Jackson

Walter,

Grab that job! It is what CS is really about - putting value to customers at the ore of the company: the red thread that defines what you market, what and how you sell and how you ensue the customer achieves their goals.

Your starting points:

1. Company-wide, use case based ICPs with an emphasis on the individuals in the customer you sell and serve.
2. A high-level customer lifecycle engagement blueprint written from the outside-in around which individual teams build their capabilities.
3. High-level KPIs that show performance across the lifecycle above departmental metrics. CLTV:CAC ratio and NAR are my favourites.

I have done this with my own SaaS company with great results and have coached a few others through it. it works! But you have to forget some of the narrow ideas about CS.

Good luck

Dave J