The Difference Between a Great CSM Versus a Top Ten %?

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The difference between a top one % c s m that you've worked with and a top ten% is two things, fearless and operating rhythm. If i think of gloria, if i think of steff robinson. They're just fearless in being able to lean into the tougher conversations,. And often that ws the ability to bring analysis to the table that customers didn't have at their finger tips.

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.