Building a customer success function from nothing is a different job to running one that already exists, and the mistakes made in the first six months are often the ones a company spends years unwinding. This session covers what to prioritize when there is no CS playbook yet, from defining the ideal customer profile and onboarding process before investing in tooling, to knowing when a spreadsheet stops being enough and a platform earns its place. Key learnings: - What to build first when there is no existing CS process to inherit - How to know when a CS platform is worth the investment, and when it isn't yet - How to hire for the scrappy stage versus the scaling stage - What separates a CS function that scales cleanly from one that has to be rebuilt later