Product Road Map

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Early days, hundred % more art than science. And i think the reason is because you just don't have data significance at that point. What i've found with the sales in c s motion as it relates to influencing product row map, is there's oftentimes a lot of overlap s. You can get two birds one stone when you consolidate both f the collective lists and or leave money on the table in terms of attracting new revenue.

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.