Susana de Sousa
10+ years of experience leading & building teams in companies like Airbnb and Loom. Helped launch & grow Airbnb's European HQ to 600+ employees. 3rd employee at Loom & first customer facing hire.
2 guides by Susana de Sousa
How to close the loop on customer feedback after you ship, or decide not to
Close the loop in two directions within a fixed window: tell the internal team that logged the feedback first, then...
Susana de SousaHow to prioritize customer feedback against impact, effort and strategy
Score feedback themes, not individual requests: first the evidence (distinct customers, revenue at risk, cost to serve...
Susana de Sousa