Lead2Scale Spotlight: Building Customer Success From Scratch at a Startup

The Customer Success Leadership Podcast · Mar 4, 2026 · 13m

In this special episode, we spotlight one of the participants of my signature program: Lead2Scale [L2S]: The CS Architecture Program.You’ll hear directly from Ellen Kuhn, Head of Customer Success at a cybersecurity startup, as she shares what it was really like to be a team of one, build CS from scratch, and work through the L2S frameworks in real time.We talk about why she joined the program, the mindset shifts she needed to move from “doing all the things” to designing an operating model, and how tools like journey mapping and staged maturity planning helped her decide what to build first…