Do I need to have a CS ops role? When should I think about one if we don’t have one. Should this role report to Revops or somewhere else?

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" of your customers? If yes, then CS Ops can help! Having CS Ops report into RevOps helps keep the intricacies of your customer journey a part of Sales and Marketing initiatives, and it ensures collaboration when dealing with your most valuable resource - customers! 

Depending on your industry and business, the timing for adding this role/function can vary. High volume of low-paying customers? Then add CS Ops to the mix early and focus on a digital-led (or digital-only) customer experience. In that case, much of the strategy and iterative development of your automations, processes, and messaging would be handled by CS Ops.