CUSTOMER SUCCESS FROM THE GROUND UP MIKE MARSHALL BEN CLARKE SMITH

This audiobook is narrated by a digital voice. Customer Success from the Ground Up A Practical Guide for Founders and First CS Leaders This no-fluff, actionable guide is built for those tasked with creating or scaling Customer Success in fast-moving SaaS environments. Whether you’re a founder wondering when to invest in CS, a first hire laying the groundwork, or a team lead shaping a maturing function, this book gives you the structure, clarity, and practical tools you need to make it work. Written by experienced CS leaders Mike Marshall and Ben Clarke Smith, Customer Success from the Ground Up blends strategic insight with tactical frameworks – helping you avoid common mistakes, build high-impact motions, and drive meaningful customer outcomes. You’ll learn how to: Know when to invest in CS and how to stage it Build intentional customer journeys and success plans Hire and onboard your first CS team members Design a scalable engagement model and measure what matters Align Customer Success with Sales, Product, and Marketing Operationalise your team for long-term growth Packed with field-tested advice, this audiobook is your companion through the messy, high-stakes work of building CS from zero – and turning it into a strategic growth engine.