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Primary Venture Partners is a seed-stage venture capital firm dedicated to delivering unparalleled support to NYC founders creating transformational businesses. By pairing meaningful investment resources with the largest portfolio impact team of any NYC seed investor, our portfolio companies have reached an industry-best seed-to-Series A graduation rate. To ensure that NYC’s best founders and operators know our story and consider Primary as the go-to resource for the New York tech ecosystem, we are hiring a seasoned Director of Marketing to help us amplify our story.

Our ideal Director of Marketing is an entrepreneurial marketing leader from the New York tech scene with 10+ years of operating experience. Strong candidates need to be creative, resourceful, intellectually curious, and ready to hustle. This role will be a trusted collaborator to the Partner team, and will own our positioning, our messaging and our strategy for how we build and expand awareness of our brand in the market. …


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When it comes to customer success at high-growth startups, a question we’re constantly asked is, ‘how do I scale support effectively?’ This question tends to emerge once a company has an established set of customers and the infrastructure suddenly feels like it can’t support the needs of the growing customer base. Scaling support is a natural growing pain that forces businesses to mature their operations; they must build programs that balance service with expectation setting with customers, all while designing an efficient and scalable team structure.

Below are insights on five scaling topics from seasoned support leaders in the Primary network: Pooja Radia (Great Jones), Eleanor van den Heuvel (Coinbase), Ronan Conroy (formerly Sailthru, DoubleClick and Adobe), and David Fox (CM Group). …


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In our recent introduction of the CURE framework for renewals ownership, we advocated that CSMs should never own renewals outright, but that their variable compensation should be structured in a way that motivates CSMs to drive customer retention and growth — so how is that done?

One metric to govern them all

Net dollar retention rate — the composite of expansion, upsell/cross-sell, churn and contraction, typically calculated at a cohort level on either a calendar year-to-date or trailing 12 months basis — tends to be a safe bet as the governing metric for CSM comp plans, as it encompasses the hat trick of logo retention, pricing preservation, and account growth. …


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Restaurants across the country have been hit hard, and from the start, Lunchbox has singularly focused on building a powerful next-generation online ordering engine that benefits both consumers and restaurant owners. With its new $20 million Series A led by Coatue and joined by us, 645 Ventures and executives hailing from Venmo, sweetgreen, DoorDash, HelloFresh, Planet Hollywood, and more, Lunchbox will be able to scale growth nationally, hire top-tier talent, further invest in its platform, and expand into new markets. With a unique focus on helping restaurants improve their order-ahead economics while controlling their customer data, it is a business that has been buoyed by COVID. On the heels of recent success, founders, Nabeel Alamgir, Andrew Boryk, and Hadi Rashid ran a model process that drove a rapid, competitive, and very successful outcome. …


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In the midst of the pandemic, the election, and the resurgence of significant social justice movements, people operations professionals are needing to navigate a far more complex environment lately. We spoke to Sheila Sarem, the CEO & Founder of ProjectBASTA, an organization bridging the gap for first-generation students, along with an incredible group of leaders across a wide range of startups, Jac Meyer (Slice), Ariana Moon (Greenhouse), Joy Young (AiCure), and Lauren Sachar (Datadog) to discuss the current realities people operations professionals are facing and how the function is evolving and becoming much more dynamic.

Supporting an organization through ‘unprecedented’ times

In the wake of a pandemic that has impacted employees differently and resulted in a sudden shift to remote working for an indefinite amount of time, combined with the social justice issues we are facing as a nation, how does a people ops team best support everyone through this? …


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In a recent virtual panel with moderator Aaron Schumm, and Jordan Garner, Prerna Singh, and David Weiner, our guests broke down the challenges of hiring great leaders in both normal and pandemic environments, managing managers, performance management, layering managers, and communication and transparency during uncertain times.

Here are some highlights from the conversation:

Hiring leaders in a WFH environment:

The panel shared some of the challenges and successes they’ve had in structuring interviews to ensure they’ve hired the best candidate for a remote environment. …


Last year in Q3 we reached an all-time seed activity high in NYC. This year, while deals are down 13% and total funding is down 21% YoY, the numbers are still at the highest they’ve been since that record-breaking Q3 2019 quarter.

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With a sizeable 41% increase in deals and a modest 21% increase in dollars, average round sizes have fallen 14%. This is the lowest average seed round size since Q2 2019. While large seed rounds are still happening, this quarter there was an equal number of rounds in the $1–2.49MM range as the $2.5–$6MM range.

The Primary NYC Seed Deal Report covers all NYC seed deals — defined as $250K–6MM — that have been publicly announced in each quarter. Data is sourced from Crunchbase, PitchBook, and Primary Venture Partners research. If you know of any deals that we’ve missed in this report, please contact us at info@primary.vc!


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The best customer success playbooks combine customer-facing programs with internal processes to drive an organizational rallying cry around customer satisfaction and retention. In truly customer-obsessed companies, everyone shares accountability for churn — but when everyone is on the hook for the retention number, who really owns the renewal?

Commercial ownership for the installed base of customers is frequently a “hot potato” in SaaS: when the proverbial music stops, who is holding the renewal number? Most strategies fit into one of the following ownership models or some variation thereof:

  • Customer success managers own renewals in addition to their day-to-day relationship management…


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Image courtesy of #WOCinTech Chat

Primary Venture Partners is a pre-seed and seed-stage venture capital firm dedicated to delivering exceptional support to NYC founders creating transformational businesses. By pairing meaningful investment and fundraising resources with the largest portfolio impact team of any NYC seed investor, our portfolio companies have reached an industry-best seed-to-A graduation rate. To continue to ensure we’re meaningfully fueling the NY Tech Ecosystem, we’re looking for two Associates to join our investment team.

The ideal Associate or Senior Associate candidate is a strong up-and-comer from the New York tech scene who is resourceful, data-driven, intellectually curious, and ready to hustle. As part of the investment team, this hire will benefit from being in an environment that’s small enough to make an impact and large enough to learn from seasoned investors. …


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During our second “Great Careers in Engineering” speaker series, Blaga Lund, the VP of Engineering at Kustomer, offered insights from her career ranging from building the right process for the right team to scaling existing technologies into new verticals. Relevant to what many are experiencing right now, Blaga kicked off the conversation by sharing lessons from being a virtual candidate job searching during COVID. She advised the group to be ready for many more scattered calls in an interview process. Before the pandemic, it was easier to meet your teammates faster, like having lunch together, which now can turn into multiple Zoom conversations. But after three months of interviewing, the outcome proved well worth the time for her, and she began her new role at Kustomer in August. …

About

Primary Venture Partners

A seed-stage venture capital firm responsible for backing NYC’s most promising founders. www.primary.vc.

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