The Early Days of Customer Success
Something we started doing from even before Spur was born was talking to customers and validating the problem. At Spur, we’ve internalized a simple truth: our customers’ success is our success.
Why Invest So Heavily in CS?
At Spur, we believe quality is core to every digital experience. No matter the company, everyone who has a digital presence wants to provide a high-quality journey for their customers and users - and that starts with testing.
Spur is an AI-native platform powering that foundation. Our product runs every day, with every release, and directly impacts how companies perform. But our agentic, AI-driven approach to testing is a shift from the old model—and that means it requires deep customer understanding.
Customer Success is a Team Sport: Company-Wide Integration
We insist customer success is a team sport. We’ve woven customer-centric thinking into the DNA of every department.
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Everyone at Spur is deeply integrated in Customer Success. This diagram illustrates our holistic CS framework: the customer journey stages (onboarding, activation, expansion) are supported by Spur’s services (blue circles on the left), measured by key metrics (green diamonds on the right), and fueled by a cross-functional team effort (bottom).
Engineering:
Our engineers don’t hide behind feature backlogs and sprint boards, isolated from end-users. Instead, each engineer looks over 2–3 customer accounts. In practice, that means developers regularly sit in on customer calls and Spurring Sessions for the accounts they own.
Design:
Our design team is equally involved. Great UX in an AI-driven testing tool can be a differentiator, so our designers want to understand users deeply. They routinely analyze PostHog sessions and other analytics to see which features customers use and where they might get stuck.
Sales:
You might wonder, where does Sales fit after the deal is signed? At Spur, Sales doesn’t throw the customer over the wall and disappear. Our sales team stays involved as a stakeholder in the customer’s ongoing success. In fact, during handoff, the salesperson spends extensive time (often 3+ hours over multiple meetings) with the new customer
“Spurring Sessions” and the Power of Continuous Feedback
While Spur is a SaaS product, we offer customer support to all of our customers. Earlier we mentioned Spurring Sessions – a term you won’t find in a generic CS handbook, because it’s something we coined at Spur. Spurring Sessions are essentially high-touch, collaborative working sessions with our customers. Think of them as a blend between a coaching call, a consulting session, and a feedback forum, all rolled into one.
What makes Spurring Sessions particularly powerful is how they feed into our continuous feedback loop. Every session is an opportunity not just for the customer to learn from us, but for us to learn from the customer. For example, during a session, a customer might ask, “Can Spur do X?” If we hear questions like that repeatedly, it’s a huge flag for us to improve UI or develop a new feature.
At Spur, customer success isn’t just a department—it’s a mindset. It shapes how we build, how we ship, and how we support. In an AI-first world, where technology evolves rapidly, the human feedback loop becomes even more essential. That’s why we’ll keep showing up—week after week, session after session—to ensure every customer gets more than a tool. They get a partner in quality.
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