Customer Success at an early-stage B2B SaaS company

An early-stage B2B SaaS company has been tracking its adoption rate and receiving positive results from customer feedback channels. The company uses four main channels for feedback, ranked by contextualization and detail: customer calls, Slack Connect channels, Slack Community, and Intercom. They also use various tools such as Grain, Slack, ProductBoard, Linear, and Metabase to manage their feedback process. Some strategies that have worked well for the company include digging into the "why" behind feature requests, using Slack-Productboard integration, sharing new feature proposals, keeping customer success and engineering close, and consciously separating customer vs prospect feedback. The company is looking forward to implementing more efficient processes such as finding a Customer Success CRM, scaling customer calls, consistently gathering NPS data, and gathering feedback post-trial.