Building Trust in the Early Days of Customer Success

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One of the more interesting things that surface when i was talking to asio recently is he learned about building trust. I always say to customers, bor priority is to make you a successful customer. Success for us is that you're a raving advocate from a c e o's perspective in the c s team. And it's your point of trust that is a hundred %. Also, just giving an open forum of if we don't know something's broken, we can't fix it. So we are trusting in you to raise any concerns.

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.