CSM and Accounts - What's the Biggest Loss?

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At a past company, the c s m became the scapegoat of all things. Be intentional about the roles that you develop and the value they deliver your customers. When i was earlier in my career, i was called a strategist. My sole job was driving expansion within our customer base. But in order for me to do that effectively, i had to partner very closely with the c s ms.

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.