The Customer Success Hotline

Kristi and Stino answer one listener's question on how a customer success manager can take back control and manage internal conversations around customers at risk.

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⏱️ Timestamps:

00:00:00 - Intro

00:01:19 - Did we answer Peggy's question?

00:02:47 - Today’s question: managing customer risk as an IC

00:04:47 - Setting expectations with leadership based on data

00:06:53 - Avoiding emotional reactions and staying objective

00:10:14 - How leadership can approach ICs when discussing risk

00:13:55 - Keeping track of customer actions and progress

00:15:36 - Importance of leadership providing context when asking questions

00:17:17 - Balancing leadership pressure and customer outcomes

00:20:55 - Proactively setting vs. managing expectations

00:25:31 - Set expectations, don’t just manage them

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: managing expectations, customers at risk

Kristi and Stino share tips on how to react when your biggest fan at your customer picks up and walks out.

Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe

⏱️ Timestamps:

00:00:00 - Intro

00:02:58 - Peggy’s challenge: Replacing an executive sponsor

00:03:57 - Building relationships with new execs

00:07:27 - Leveraging titles to get a foot in the door

00:10:51 - CSM empowerment and ownership

00:14:49 - Creative ways to engage new stakeholders

00:18:13 - Rebuilding when your main contact is gone

00:20:07 - Importance of engaging executives early

00:25:10 - Different CS approaches for different tools

00:25:48 - Did we help Peggy?

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: customer champion, customer success, stakeholder mapping

Good morning, good afternoon, and good evening to all you customer success professionals.

We are back with another episode of the CS Hotline, where we're answering your burning questions about the customer success profession, hosted by the effervescent Kristi Faltorusso and the one-of-one personality, Stino Smet.

Give them your best shot, and they'll give it to you straight while having a good time along the way. Now, here's the show!