Best practices for when to hire a CS Ops lead

  • 5 July 2016
  • 1 reply

Userlevel 3
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?

1 reply

Userlevel 7
Badge +6

This is an old post, but still a highly relevant topic! Our best’n’brightest resources are now all centralized on our CS Ops Central website.