Most Customer Success advice assumes you’ve got a mature team, established processes, and a robust tech stack. But what happens when you’re the first CS hire, or the leader tasked with building the function from zero? In this keynote, Kourtney Thomas shares lessons from the trenches of building CS teams and strategy at fast-moving, early-stage startups. Whether you’re a team of one or leading the charge through Series A, this session offers a practical framework for turning ambiguity into impact. You’ll learn how to prioritize what matters, prove the value of CS early, and lay the groundwork for long-term growth, without overengineering or burning out. Key Takeaways: - How to prioritise tools, processes, and metrics when resources are limited - Tactics to gain internal buy-in and secure a seat at the leadership table - Real examples of what worked (and what didn’t) in building for scale from day one