My name is Manuel Harnisch, and I am currently the Vice President of Customer Success here at People Data Labs. Customer Success at PDL encompasses both traditional CSM roles as well as what we call Technical Services, which comprises three major role types right now: the CSE (Customer Success Engineer), SE (Solutions / Sales Engineer) and the SSA (Senior Solutions Architect).

"We did it that way at my last company" is the worst reason to make changes.
If the founders don't understand CS, building a new CS program from scratch will be much less effective
CS doesn't exist to make the customer happy; it exists to drive customer value