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41: The Retention Mistake Almost Every Founder Makes: Customer Support vs Customer Success
You can be incredibly responsive, deeply supportive, and still be losing clients.
In this episode, Natalie breaks down one of the biggest misunderstandings founders have when it comes to retention and leadership and why being available is not the same as setting your clients up for success.
Drawing from over 15 years leading customer success and account management teams in tech startups, Natalie reframes what customer success actually is and why it should be a proactive leadership strategy, not a reactive support role. She shares how founders unintentionally create dependency, burnout themselves, and still see clients disengage when structure, boundaries, and clarity are missing.
This conversation is for you if you run a membership, mastermind, or any recurring offer and feel like you are constantly answering questions, always on, and wondering why clients are not staying or integrating the work. This episode will challenge how you have been leading and also give you permission to do it differently.
WHAT YOU’LL LEARN
✨ The true difference between customer support and customer success and why confusing the two hurts retention
✨ Why responsiveness alone does not build confidence, results, or long-term loyalty
✨ How founders accidentally train dependency instead of self trust in their clients
✨ What proactive customer success actually looks like in memberships, masterminds, and service-based businesses
WEEKLY CHALLENGE
Audit one moment in your business after someone pays you.
Look at it through your client’s eyes and ask yourself:
Do they know what matters most right now?
Do they know what success looks like in the first week?
Do they feel grounded or overwhelmed?
Choose one small improvement you can make to create more clarity and confidence. This is not about perfection. It is about intentional leadership.
RESOURCES
✨ Interested in increasing retention, reducing churn, and building customer success systems that help clients stick around longer?
Book a call with me and let’s talk through your business and your customer journey. We’ll explore what working together could look like and where support could make the biggest difference.
Book a call here → https://calendly.com/nataliebernacchi/45-minute-call
CONNECT WITH ME
✨Natalie’s Instagram → https://www.instagram.com/nataliebernacchi
✨Podcast’s Instagram → https://www.instagram.com/lightheruppodcast/
✨ Website → https://nataliebernacchi.com/
✨ Get on The Lit List → https://nataliebernacchi.com/newsletter
View all episodes
By Natalie BernacchiYou can be incredibly responsive, deeply supportive, and still be losing clients.
In this episode, Natalie breaks down one of the biggest misunderstandings founders have when it comes to retention and leadership and why being available is not the same as setting your clients up for success.
Drawing from over 15 years leading customer success and account management teams in tech startups, Natalie reframes what customer success actually is and why it should be a proactive leadership strategy, not a reactive support role. She shares how founders unintentionally create dependency, burnout themselves, and still see clients disengage when structure, boundaries, and clarity are missing.
This conversation is for you if you run a membership, mastermind, or any recurring offer and feel like you are constantly answering questions, always on, and wondering why clients are not staying or integrating the work. This episode will challenge how you have been leading and also give you permission to do it differently.
WHAT YOU’LL LEARN
✨ The true difference between customer support and customer success and why confusing the two hurts retention
✨ Why responsiveness alone does not build confidence, results, or long-term loyalty
✨ How founders accidentally train dependency instead of self trust in their clients
✨ What proactive customer success actually looks like in memberships, masterminds, and service-based businesses
WEEKLY CHALLENGE
Audit one moment in your business after someone pays you.
Look at it through your client’s eyes and ask yourself:
Do they know what matters most right now?
Do they know what success looks like in the first week?
Do they feel grounded or overwhelmed?
Choose one small improvement you can make to create more clarity and confidence. This is not about perfection. It is about intentional leadership.
RESOURCES
✨ Interested in increasing retention, reducing churn, and building customer success systems that help clients stick around longer?
Book a call with me and let’s talk through your business and your customer journey. We’ll explore what working together could look like and where support could make the biggest difference.
Book a call here → https://calendly.com/nataliebernacchi/45-minute-call
CONNECT WITH ME
✨Natalie’s Instagram → https://www.instagram.com/nataliebernacchi
✨Podcast’s Instagram → https://www.instagram.com/lightheruppodcast/
✨ Website → https://nataliebernacchi.com/
✨ Get on The Lit List → https://nataliebernacchi.com/newsletter