I’m the first customer success hire in my company. What advice would you give to someone tasked with establishing this function in an existing business structure?

Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and objectives, defining clear objectives and KPIs, evaluating segmentation and existing processes, and fostering cross-functional collaboration are indeed crucial initial steps.

From there, you can dive into developing customer-centric strategies, effective engagement methodologies, and continuously iterating and improving based on feedback and learnings. It's a journey filled with challenges and opportunities, but with dedication and perseverance, you'll be well-equipped to drive success for both your customers and your organization.

Best of luck on your journey, and may it be filled with valuable insights and accomplishments!