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When Should a Startup Hire Its First Customer Success Manager?

Startups often face numerous challenges when it comes to building and scaling their business. One crucial aspect that can make or break the success of a startup is customer satisfaction and retention. This is where a customer success manager (CSM) comes into play. A customer success manager is responsible for ensuring that customers have a positive experience with a product or service, leading to increased customer satisfaction, retention, and ultimately, business growth.