Why Did Calendly's Marketer Become Customer Success?

Tope Awotona's first employee at Calendly was an engineer. The next hire was a marketer, brought in to grow the top line and increase demand. Virality in the product took off so much that marketing was not the bottleneck. Serving the customers already coming in was, so that marketer quickly became a customer success person.

A founder can keep a list of functions to scale next. What shows up instead is something clearly broken, and that break makes the next thing to automate obvious. For Ivana, who makes Playfield's dog-walking gear and is about to have her first child, that broken piece is operations. Automating it would free her to spend her energy on the product and on revenue.