Mastering Customer Success Through Every Company Phase (w/ Sunil Joseph, Advisor & Fractional Chief Customer Officer)

Navigating the startup landscape requires more than just a great product—it's about mastering Customer Success at every stage. 

Sunil Joseph, an Advisor and Fractional Chief Customer Officer, shares his expertise in creating a cohesive customer experience from the seed stage onward. This episode covers essential strategies for different business stages, from understanding funding phases to preparing for funding rounds, all aimed at maintaining consistency across the customer experience.

About Sunil:

Sunil is currently an advisor and fractional Chief Customer Officer to several venture-backed SaaS and AI startups. He was formerly the Global Vice President, Customer Success at Stack Overflow, where he successfully built and scaled the post-sale motion for Stack Overflow's B2B Teams business leading to the successful acquisition of Prosus for $1.8B. Before Stack Overflow, Sunil spent the last decade working at high-growth venture-backed companies (Series A through Series E), with successful exits through IPO, Private Company, and PE acquisitions. He spent the decade before that in Management Consulting, Investment Banking and started his career in Engineering and Product, as a Full-Stack Software Engineer. He still considers himself to be a builder - from building software to building companies.

Sunil is passionate about company building, building scalable revenue and Customer experience teams, and sustainable value creation. Sunil currently lives in Austin, Texas with his wife and two bichon rescue dogs. He is a proactive health advocate, loves traveling, and enjoys spending time in nature.

Guest Quote:

“The best [thing] a founder can do early in a seed stage, I would say, is being focused on, ‘how do I create a unified customer experience, to the best of my ability.’ And you're still working through ICP, right? But you might get some large customers. You might get some smaller customers. It doesn't matter. I want to make sure my customers go through a unified journey.”

Timestamps:

*(03:25) - Understanding business funding stages

*(05:15) - Customer Success strategies for different stages

*(13:25) - Preparing for funding rounds

*(31:15) - Quick hits

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Links:

• Connect with Taylor Johnston on LinkedIn
• Connect with Sunil Joseph on LinkedIn
• Learn more about Vitally
• Take our season 1 survey