Customer Success

SaaStr Podcast #078: Kathryn Minshew, Founder & CEO @ The Muse Shares Why You Have to Make Customers Uncomfortable in the Early Days

Harry Stebbings

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Welcome to Episode 78! Kathryn Minshew is the Founder & CEO of The Muse, named to Forbes’ 30 Under 30 in Media and Inc.’s 15 Women to Watch in Tech. Before founding The Muse, Kathryn worked on vaccines in Rwanda and Malawi with the Clinton Health Access Initiative and was previously at McKinsey. Kathryn has spoken at MIT and Harvard, appeared on The TODAY Show and CNN, and contributes on career and entrepreneurship to the Wall Street Journal and Harvard Business Review. Huge thanks to Adam Quinton and Sasha Orloff for the intro to Kathryn today.

kathryn_minshewIn today’s episode you will learn:
How Kathryn came to found The Muse. What was the a-ha moment for her?
Why did Kathryn introduce a SaaS business model into the traditionally transactional model of recruiting? What were the benefits and how did it alter her go to market?
With no prior sales experience, how did Kathryn find the experience of running the sales team? What were the core takeaways? At what stage should the founder stop selling the product and hire a sales team?
Why does Kathryn believe you have to make the customer feel slightly uncomfortable to be successful?
What did Kathryn look for in her initial sales hires? Why did Kathryn hire 3 reps to start with and not 2, as usually suggested?
How does Kathryn approach the customer success field at The Muse? When did Kathryn hire her first CS rep? What is Kathryn’s take on CS being involved in the sales process?

60 Second SaaStr:
What does Kathryn know now that she wishes she had known when she started?
Biggest mistake SaaS companies are enacting with their recruiting process?
Productivity tips and hacks?

Listen on iTunes.

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Listen on Product Hunt.

If you would like to find out more about the show and the guests presented, you can follow us on Twitter here:

Jason Lemkin
Harry Stebbings
SaaStr
Kathryn Minshew

Published on December 2, 2016
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