The text discusses the challenges of building and scaling a Customer Success team, which arose out of the need to provide high-touch guidance to valuable customers without disrupting Sales and Support teams. Initially, the team was seen as "support on steroids," but it became clear that they needed to be trusted partners to the Sales team and customers. The author shares three key lessons learned from building their Customer Success team: defining a mission early, maximizing impact by embracing what doesn't scale, and building trust by prioritizing people over process. Each lesson is accompanied by personal anecdotes and insights from books like Simon Sinek's "Start with Why" and Paul Graham's "Do Things that Don't Scale." Ultimately, the author emphasizes that every Customer Success team will be different, but they must prioritize their customers' success and become strategic partners to Sales teams.