Customer satisfaction doesn't guarantee retention, and challenging conversations are often essential for genuine success. Strategic CSM from Outreach.io, Alex Glick shares his experiences losing an enterprise account just months into a role and how it reshaped his entire approach to customer success.
• Happy customers still churn when they don't see ROI, while frustrated customers might renew if they recognize business value
• Success plans are only valuable when continuously referenced and aligned with business outcomes
• Complacency is dangerous especially with enterprise accounts – there is no "ramp time" luxury
• Cross-functional relationships and internal political capital critically impact your ability to advocate for customers
• Adoption metrics alone don't drive renewals – they must connect to business outcomes executives care about
• Building a network of mentors and professional relationships is crucial for career growth in customer success
• Challenging leadership assumptions when necessary establishes you as the true voice of the customer
Follow Alex on LinkedIn: https://www.linkedin.com/in/alexander-glick/
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