Founders and C Eos - What Are the Rituals of Early Customers?

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Early customers are integral in helping to keep that pulse. It's common and appropriate to over invest in those customers, because they are generally taking a leap of faith with the intention of being heavily influential in your business specifically. A very consistent theme that i got from every single customer was, bring to the table something that i don't know that you know. That could be knowledge of our product or use cases on how it could be applied.

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.