We can all agree that people matter. In fact, it’s the people who make or break the success of any partnership. So imagine walking into a high-stakes customer relationship… and realizing you don’t actually know who’s who in the zoo. That was me. My very first conversation as VP of CS with one of our largest, most strategic customers. I hop on a call with our main point of contact, a “Director.” Naturally, I assume that means middle management. Important, yes. But not the exec

When I started in Customer Success, we were trained to say things like: “I’m your trusted advisor.” “I’ll be your main point of contact.”...

Let’s start with a hard truth: Your customers are lying to you. Not because they want to. Not because they’re trying to be deceptive....