CS in Startups: What’s Different, What Breaks, and What Actually Works

Customer Success in startups is a very different game.

There are no playbooks, no spare resources, and little room for mistakes. CS is often owned by a first-time Head of CS, a founder, or an early operator, while the product, ICP, and go-to-market motion are still forming. You make calls with incomplete data, shifting priorities, and pressure to prove impact fast.

The real challenge isn’t knowing what Customer Success should look like in theory. It’s knowing what matters now, what can wait, and which early decisions will scale instead of breaking later.

On Thursday, January 29th, join Kourtney Thomas, Head of Customer Success at TakeUp, and Katherine Tattum, Founder & Principal at Insight Health Tech, for a practical, honest conversation on building Customer Success in startups. We’ll cover what works early, what breaks when teams copy enterprise patterns too soon, and how to make smart CS decisions while everything is still in motion. No slides, no fluff, just real lessons you can use.

Here’s what we’ll cover:

• What actually makes Customer Success in startups different
• How to balance learning with the pressure to deliver value fast
• Early CS decisions that help later versus those that hurt
• When process helps and when it slows you down
• How to think about adoption, retention, and trust without clean data

*Can’t make it live? Register to receive the recording!