Brendan Fortune
Director of Product Management, Customer.io. On 1 show, 2 appearances. The Shows tab opens the full record on each.
operatorexecutivefounderLinkedIn ↗findyourgreat.com ↗
Brendan Fortune is a product leader who helped scale Customer.io from $12M to over $80M in ARR, following product management roles at GoDaddy, Media Temple, and Drip. He is known for developing the "Product Flywheel" framework and for founding the performance assessment platform Find Your Great.
1shows
2appearances
11statements
2resolved
0supported
0contradicted
0%fully supported
Everything Brendan Fortune said on any show that made the record, most notable first. Each card names its show and opens the statement there.
Fortune: Categorizing customer feedback quickly hits diminishing returns
“After a certain point, and that certain point comes pretty soon, There's just severely diminishing returns to spending your time categorizing feedback, and what I mean by diminishing returns is your prioritization decisions, they don't tend to get more accurat…”
Fortune: Product roadmaps are lagging indicators of team alignment
“What the best roadmaps are lagging indicators or like outputs of alignment. With the team, no matter how small that team is or how big the team is. So they're not connections to your user feedback.”
Fortune: Startups should not hire a PM until affording $120k-$130k salary
“When can you afford to pay an employee A 120, a 130,000 a year. Now I'm assuming USD, and it kind of depends on where in the world you're hiring, but like, when can you afford, and that's not the only question, but it's a pretty good indicator. Like if you're …”
Fortune: Customer.io Sees 98-99% Monthly Retention and Over 60% Monthly Expansion
“Customer.io, where I work, only a couple percent of customers churn each month, which means there's about 98%, 99% customer retention each month. And of those greater than 60% expand their profile count each month.”
Fortune: Relying on low-pain, low-effort features harms SaaS growth potential
“Moving down the framework, if it's a low pain, low effort thing, then do it, but try not to do too many of them. There's the temptation sometimes to only do these things because you see the problem, you understand the problem, and you understand the solution, …”
Fortune: PMs synthesize product insights through conversations, not solitary analysis
“Trying to retreat into your own mind, write a lot, maybe do a bunch of diagramming and stuff, that rarely is going to help you synthesize. Instead, what happens, where that happens best, in my experience, is when you're talking out a theory with another member…”
Fortune: Product managers build from customer feedback while product marketers tell stories
“Product management is listening to the market and reacting and building. And product marketers are speaking to the market, so both of them need to understand what, you know, customers very, very, you know, at a detailed level, they need to understand, have a, …”
Fortune: Pricing on Repeatable Customer Flywheels Drives Net Negative Churn
“If you can find a pattern of customer behavior that works like that flywheel, where customers will do it over and over and over again, and you can find a way to price based on that behavior, that's how you can get some of the expansion revenue, and like the ch…”
Customer.io Retains 10-Year Cohort MRR Despite 80% Company Churn
“You can sometimes have early cohorts of customers, I know Customer.io does, that are still paying the same amount of MRR as they were like 10 years ago, even though maybe like 20% Of the companies have stayed with the product.”
Fortune: Segment shifted to MTU pricing to match marketer terminology
“So the insight was, charge by person, or they called it monthly tracked user, or MTU, because Google Analytics has that concept... And so they were like, well, that's something that's familiar to them. So that's where some of the art over the science comes in,…”
Fortune: Mixpanel Reverted to Event-Based Pricing to Increase Revenue
“Mixpanel for anyone who uses that, they may have experienced their kind of pricing back and forth, which is just unusual. I haven't seen that very much, but they started Charging by events. And then they were like, you know what? That's not fair. We're going t…”
One line per show, most statements first. The link opens Brendan's full record on that show: the calibration, argument clarity, speaking style and every statement made there.
| Show | Role there | Eps | Statements | Record | |
|---|---|---|---|---|---|
 STARTUPS FOR THE REST OF USLEDGER | Director of Product Management, Customer.io | 2 | 11 | 0% 0/2 | full record on Startups For the Rest of Us → |