THE FOUNDER'S GUIDE TO BUILDING A V1 OF CUSTOMER SUCCESS

Summary from the TLDR Founders newsletter

Spending half your day solving customer problems? Time for CS. Hire an IC first who's done customer-facing work (even waiting tables counts). Skip industry specialists unless your product needs deep workflow knowledge. Ask "Tell me about a time you saw a problem and fixed it" to test bias for action. Build two systems immediately - support tickets and a 10-step onboarding checklist. Track product usage as your main metric because if customers aren't using it, they're not getting value.