Concierge Customer Success
Concierge Customer Success is our conversion and retention engine. We provide white-glove onboarding and support to inbound leads, ensuring they achieve value quickly while gathering insights that shape our product and positioning.
This play focuses exclusively on inbound leads, prospects who discover us through SEO, social media, referrals, or other organic channels. We're not doing (systematized) outbound prospecting at this stage.
Why concierge matters early-stage
High-touch onboarding serves multiple strategic purposes for us:
Maximize early conversions: Personal support removes friction and accelerates time-to-value.
Learn from customers: Direct conversations reveal pain points, use cases, and objections that inform product development.
Refine messaging: Understanding how customers describe their problems helps us improve our positioning.
Build relationships: Early customers become advocates, case studies, and referral sources.
Identify patterns: Repeated questions and issues highlight gaps in our help center or product UX.
Every customer conversation is a research opportunity. We're not just onboarding users, we're validating our ICP and discovering what actually drives value.
SOP
This section is a work in progress.
Right now, we're only doing this for people who:
Are obviously high-value: Respected domains, people we know from X, users who show high-activity in Slack
Inbound from support.