#213 - Mastering Customer Success with Jonathan Sousa (Dropbox, Loom and Kfund venture partner)

Jonathan Sousa is a seasoned operator in the Customer Success space, and a profile we’re lucky to have working with the Kfund team in a Venture Partner capacity. From his time in the early days of Dropbox, through building customer success functions at Scoop and Loom, to working with First Round and Andreessen Horowitz in advisory and scout capacities, Jonathan combines a deep understanding of tech and start-ups with unrivalled knowledge in delivering happy customers who retain and grow. The podcast covered what customer success is and how it functions, how to integrate CS into a growing organisation, why net dollar retention is the purest metric for measuring customer success,and how it works alongside product/engineering to create a well oiled machine at scale. Jonathan provided invaluable insights into how to make your first customer success hires, across profiles and segments, and what he has looked for as the go-to signs for a new organisation to join. CS is perhaps one of the poorest understood functions within start-ups and scale-ups today, and this conversation is a fantastic start for anyone looking to improve their knowledge. You can view and listen to our podKasts on: YouTube Apple podcasts Spotify Anchor.fm ‍