Customer Success Ops as a 2nd hire, am I crazy?
Contributor 
Hey GGR Community! My name is Mike, and I found this community a few days back and was so excited to see how supportive and helpful everyone is to one another, so I have decided to make a post and see how it goes.
Backstory:
I am a newly appointed Head of Customer Success for an amazing podcast company called LumiQ. I am starting our CS function from scratch, and in the new few weeks, I will be tasked with bringing someone in as my first hire.
We operate as a B2B & B2C (B2B2C) saas model with roughly 300 paid users ranging from smaller low touch to enterprise high touch customers.
My Question:
I am thinking about my first hire being strong on building a platform with more of a product-focused mind. With us building Customer Success from the ground up (I am currently in the process of implementing Totango), I feel like it would be more beneficial to have someone be creating our hooks and loops on the back end, rather than hiring a "typical" CSM that would be spending their days in front of customers.
I myself would work with and empower my direct report to bring our strategy to life while managing and speaking with our High touch customers.
Please let me know if there is any additional information that you would want from me, but otherwise, I would love to hear your experience with your 2nd hire to a newly formed CS team!
I really appreciate any help you can provide.
Mike
Backstory:
I am a newly appointed Head of Customer Success for an amazing podcast company called LumiQ. I am starting our CS function from scratch, and in the new few weeks, I will be tasked with bringing someone in as my first hire.
We operate as a B2B & B2C (B2B2C) saas model with roughly 300 paid users ranging from smaller low touch to enterprise high touch customers.
My Question:
I am thinking about my first hire being strong on building a platform with more of a product-focused mind. With us building Customer Success from the ground up (I am currently in the process of implementing Totango), I feel like it would be more beneficial to have someone be creating our hooks and loops on the back end, rather than hiring a "typical" CSM that would be spending their days in front of customers.
I myself would work with and empower my direct report to bring our strategy to life while managing and speaking with our High touch customers.
Please let me know if there is any additional information that you would want from me, but otherwise, I would love to hear your experience with your 2nd hire to a newly formed CS team!
I really appreciate any help you can provide.
Mike