#474 – Customer Success Experiment

This week, we kicked off an experiment that sits right at the intersection of Sales, Product, and Design. Being a small team forces us to find creative ways to collaborate across disciplines, ensuring every interaction we have with a customer can inform the product we build.

We believe the best product insights come from being as close to the customer as possible. To that end, our Lead Designer, Terry Acker, is stepping into a Customer Success role for a few of our clients.

By having a designer lead these relationships, we create a direct loop between user needs and our product roadmap. Terry will be helping teams get the most out of Parabol while simultaneously gathering feedback that would typically be filtered through layers of handoffs. It’s about providing amazing service while ensuring our Product and Sales/Success functions are one and the same.

This shift is also helping us pressure-test our Customer Success Playbook. We’ll be monitoring this experiment closely. While we already pride ourselves on great account management, we’re also excited to see how we can provide even more value when our product leaders level up their customer engagement.

It was good to see our weekly meetings rebound as expected, coming back from the winter break. We will keep an eye on the web sessions as they should also be rebounding by now.

…wrapped up our SOC 2 audit period. Now we wait for the draft report.

…held a Lunch & Learn with Dark Wolf.

…host our mid-cycle Demo Day during our weekly product check-in.