Catalists: Customer First?

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There is a slack channel that we have at catalis called bring c s to the centre. Anyone and everyone across the company is encouraged to put information, insight, learnings in there. Just having a steady drum beat in that channel is incredibly important. We also administer surveys to our customers after implementation, at the six month mark of their contract, and after their renewal. Those are other forum channels of keeping a pulse on our customers and what's working and where do we have room for improvement? All of that is also being funnelled into bring Cs to the Centre.

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.