Building a Customer Success Road Map

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Start with your early day customers. Thereis going to be a handful of customers or two that have come in with nothing. What didn't you have that if you had it, you would have gotten faster time to value and feel more confident about the product? A really important system to have in place is enabling your customer success team to lean into bringing product to the customer. And making sure that there is a system that funnels that information through to product to help and form the roa map.

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.