Here is a hard truth we do not talk about enough in Customer Success. Some of the customers we write off the fastest are the ones sitting on the biggest opportunities. I know. I know. It feels easier to focus on the shiny, well-funded, “textbook” expansion accounts. They show up to calls. They read your emails. They know what they want. But not every customer is that obvious. And honestly, thank goodness, because the obvious ones are only half the fun. The real magic lives in

Early in my Customer Success career, I made a huge mistake. I thought forecasting was just another way to “surprise and delight.” My...