Best practices for when to hire a CS Ops lead

The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities.

You’ll want to screen candidates based on the following attributes:

• Passion for designing processes that scale
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys “getting their hands dirty” by digging into complex operations
• Takes high degree of ownership over their work
• Clear communicator with professional presence
• Strong listening skills; open to input from other team members and departments
• Ability to lead through influence

Click here to see a sample CS Ops job description that you can use in your own recruiting. For more information on this topic, click here to view a blog post.

And now we'd love to hear from you! When did you hire your first CS Ops lead?