Customer Success in the Early Days

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Siddnin: I think there's a lot to learn here about surfacing product feedback and staying focused on the customer. Investing in that early is critically important, because c s can be the nucleus and the central communication center for the broader business. Those early customers are always the gamblers, the ones that are willing to take a leap of faith on some new technology. But they can also be your most powerful advocates and amplify that founder lead sale as well.

Today’s episode is with Sydney Strader, VP of Customer Success at Catalyst. Prior to joining Catalyst, Sydney was the VP of Customer Success at InVision.

In our conversation we focus on founder-led customer success, an area of early company building that’s often overlooked. Here’s a preview of her tactical advice:

How to structure early customer check-ins, plus a framework to help surface more specific feedback.
The most impactful questions that founders and customer success managers should ask all their customers.
Why everyone at the company owns the net revenue retention metric — not just the customer success function.
How to make your first customer success hire, from the ideal profile to structuring the interview process and setting comp.

You can follow Sydney on Twitter at @sydneystrader. You can email us questions directly at review@firstround.com or follow us on Twitter @firstround and @brettberson.