Customer Success from the Ground Up
A Practical Guide for Founders and First CS Leaders
Building Customer Success from scratch can feel messy, overwhelming, and lonely — especially when you’re expected to make it work without a clear starting point.
This guide is for you if:
- You’re a SaaS founder trying to decide when and how to invest in CS
- You’re the first CS hire, expected to lay the foundations and get results
- You’re stepping into a CS leadership role without a roadmap
- Or you’re scaling a small function and need structure, fast
Inside, you'll find:
- Real-world lessons from experienced CS leaders
- Practical frameworks, not just theory
- Help with hiring, segmentation, GTM alignment, and more
- Advice to avoid common early-stage missteps
- A resource you can dip into as you grow
This is not a fluffy thought leadership piece. It’s a down-to-earth, actionable guide written by people who’ve been in the trenches — and built CS functions from zero. Whether you’re just starting out or levelling up, this guide is built to support you at every stage.
Download your free copy now and take the guesswork out of building Customer Success.
Meet the Authors
Online panel - setting up CS from the ground up
Passcode: #XHs?Ap0
Panellists:
- Ben Clarke Smith – Head of CS, Infinity
- Lauren Levy – CS Lead at Pebble
- Carmit Proper-Livni – Dir CS, Starship Technologies
Next Steps
If you found this eBook valuable and want to explore your next move in Customer Success, we’d love to offer you a free consultation with a senior leader in the field. It’s a chance to discuss your goals, challenges, and opportunities with someone who’s been there.
You’ll also be invited to join our global community of Customer Success leaders—connecting you with peers, insights, and support to help you grow.
What You Get:
24/7 Online Training Portal
Step-by-step access to the full programme content, available anytime.
Community Access
Learn alongside others on the same journey. Share wins, ask questions, and grow together.
Consulting Support
Monthly (depending on package) live sessions with experienced CS leaders for practical, personalised guidance.
Resource Library
Templates, decks, dashboards, frameworks — ready to use once adapted to your needs, no more starting from scratch.
Accountability & Acceleration
A clear structure and expert support to fast-track your Customer Success impact.
Invest Now
Level 1
Individual Learner Track
Who it’s for:
Early-stage CSMs or those new to CS who want more than just a book — they want structured support.
What’s included:
- Full access to the online course
- Access to the learner community
- Access to the CS Leadership Unlocked Community and monthly online and face to face events
- 1 x consulting session pre-purchase
- 1 x consulting session one month after course start
Investment: £250 + VAT
Recommended to ask your leader for available L&D budget for this if you have this option
Level 2
Leadership Track
Who it’s for:
Business leaders and senior CS professionals looking for a supported, strategic programme to drive meaningful results.
What’s included:
- Full access to the online course
- Access to the learner community
- Access to the CS Leadership Unlocked Community and monthly online and face to face events
- 1 x consulting session pre-purchase
- 12 x monthly consulting sessions (30 mins each) with a senior CS mentor
- Full access to the Customer Success Leadership Unlocked community, including all 2025 online and in-person events
- Invite to the exclusive CS Leaders WhatsApp group (100+ global leaders)
Investment: £999 + VAT
Recommended to ask your leader for available L&D budget for this if you have this option