Why Your First SaaS Hire Should Be Customer Success, Not Engineering

At ~$8K MRR, a solo founder's first hire should be customer success if churn exceeds 3-5% or support consumes 40% of their time. A CS hire reduces churn, frees founder capacity, and generates customer insights that guide future product and marketing hires. If churn is low, a marketer is the better first hire to solve acquisition problems.