This PDf outlines six steps for launching customer success from scratch with a focus on alignment, efficiency, and scalability. It begins with creating company-wide buy-in by showing the value of CS and tracking key metrics like NRR, churn, and customer health. Next, it emphasizes defining clear objectives, setting a North Star metric, and improving customer visibility through standardized health scores. Companies are encouraged to evaluate existing processes, fill gaps with new workflows, and build playbooks that tie directly to customer goals. Finally, it stresses planning for scale with flexible strategies, customer-centric tools, and strong foundations for long-term growth.

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