Escalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate.

Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run.

For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about customer success as a whole.

Listen in for Mike’s counterintuitive advice that will bring you and your customers long-term success.