Week one · Customer Success

Welcome, we have been waiting for you

You are the first dedicated Customer Success hire at Brightloom, which means the job is partly to do the work and partly to decide what the work is. Nobody expects you to know anything in week one. We do expect you to write down what confuses you.

Your first day, in five lines

  1. Your laptop is on your desk, or in the post if you are remote. Password is in the envelope, and Dana will change it with you.
  2. 09:30 — Monday standup. Fifteen minutes, cameras on, no slides. You will be asked to say hello and nothing more.
  3. 10:00 — Priya walks you through one real clinic, end to end, in the product.
  4. 13:00 — Lunch with Mara. She will ask what you want to be doing in a year. There is no correct answer.
  5. 15:00 — Shadow Lena on support for an hour. Say nothing, write everything down.

What is in this guide

PeopleEight names, faces, and exactly what to ask each of them about. ToolsWhat we use, why, and who gives you access. RitualsEvery recurring meeting, and which ones are optional. How we workSix principles, written plainly, including the uncomfortable ones. ChecklistYour first two weeks, day by day. Tick things off.

One thing before you start

Everything here is written down because it was once explained badly in a meeting. If something in this guide is wrong, out of date, or confusing, fixing it is a legitimate use of your first week — and the fastest way to be useful.