Customer-centricity is crucial for the success of modern SaaS products. It involves aligning customers' needs with business outcomes and maintaining a focus on customer satisfaction throughout the product lifecycle. To embed customer-centricity into a team's culture, founders should lead by example, hire people with a customer-centric mindset, measure progress, and encourage a customer-centric approach. Hiring for customer-centricity involves assessing candidates' excitement about working with customers and providing comprehensive onboarding to instill the 'why' of the product. Collecting and managing feedback is essential for being customer-centric; this can be done by leveraging existing customer channels, making feedback contextual, keeping feedback forms accessible at all times, organizing feedback, and iterating quickly based on feedback. Ultimately, customer-centricity is a mindset that involves empathizing with customers and providing them with what they need.