Founder led Customer Success

Podcasts · Business, Startups · Source

What should early customer success look like?

CS can help sales set good expectations for their customers and how they can be successful. Also help product understand where exactly you’re driving value and where there is additional value to be met. For GTM too — understanding the right ICP so we can market to them

Rituals for first 5 customers

Staying very close to the customer. Having routine engagements and making sure that they’re getting full value from the product and are adopting it. Measuring that adoption and articulating that value. It’s common and expected to overinvest in those customers, because they’re taking a leap of faith in your business. Have twice a month check ins at the least.

Understand why they bought the product, how they are communicating that value back to their business, what about the product do they like, what about the product is missing that — if introduced — will make them a stickier customer

To get customers to want to chat with you, bring something of value to them every week. That could be knowledge of the product, use cases on how it’s applied well, and general industry insights