(1) Customer Success can mean a lot of different things. Start by reviewing everything that CS can include - then identify what you’re doing today and where you tend to drop balls with customers.

(2) It pays to start by building a simple Customer Journey - including “who does what.” A customer journey can be as simple as a list of “what happens with a new customer” and who does what to make it happen.

(3) Get more detailed, but don’t forget to focus on the key moments of truth. A good Customer Success function often hinges on 2 or 3 moments of tension - they key points in the customer journey where balls get dropped. Training your team to “do this instead of that” at those key points can make a huge difference.