Would You Absolutely Renew?

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For me, it's often, at the end of the day, straight up success for me is that you renew. One of my goto questions, as well as the c us m, was, at any given time, asking the customer, if your renewal was to morrow, would you renew? And it was a super direct question, but i loved it, because i often got a very direct answer, and it was yes. Oftentimes, at that point, i could assess, are the reasons that they are saying they were not renewing within our control and reasonable for us to be able to change? Or is it truly inevitable that they may not be a good fit customer

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.