CS in the chaos of startups
So how do you approach Customer Success in early-stage startups?
And what lessons from CS in early-stage startups apply in more established companies?
Johan and I had a super-fun conversation on this week's Impact Weekly episode about building CS operations in early-stage startups that I think you'll like even if you're not in a startup.
Listen to the episode here (or on Spotify, Apple, or Youtube)
And if you're thinking about joining a startup as an (the) early CS hire, this episode will help you better understand what you're getting yourself into. 😬
~ Lincoln
BTW: Next week we have two Impact Academy training programs starting on Monday, 5-Feb:
Partner Success - This 2-week intensive program is for anyone who works with channel partners, distributors, VARs, Affiliates, or basically if any 3rd party sits between you and the end-customer of your product.
Head of CS: How to Build - This 3-week program is foundational for modern Heads of CS, regardless of experience level, as we focus on the three areas key to your role: Leadership, Management, and Coaching.
I hope to see you in one of those programs.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...
Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...
TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...