Michael — great post and tips. I loved your point “Err on the side of over-inclusivity by inviting customer teams to engineering events, sales rallies, and shutting down customer support for company events”. I’ve seen that happen.

I’m curious why you used employees as your barometer and not ARR. For example, why not start building a more proactive Customer Success before employee 100 if your ARR is above X amount? You could gain more economies of scale and potentially hold off hiring more people. Employee count doesn’t take into account events such as renewal periods or your go to market strategy such as trial conversions.

Great stuff — look forward to more posts.

Customer champion & customer success executive. A leader that is always learning. Top 25 Customer Success influencer. Father of 3 kiddies. Leafs fan

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