How to Communicate Product Road Map With Customers?

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When you've got a handful of customers, it's an appropriate for em to have your product team on a call with customers. A one to many webonar recording may be a great forem. The other thing that i haven't seen done has often, is product robe map by persona. If we look at catalyst and users are the c s m so they are the day to day's managing customer accounts. But then we also, in our products, solve for c s leaders. And what a c s leader is after, in terms of trends, insights, analytics, is a very different feature set than what a and user is.

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.