One of the most common things I hear from Customer Success Managers is some version of this: “I didn’t want to hurt the relationship.” It usually comes up when we’re talking about a customer who didn’t renew. One that went quiet. One that felt “off” for months before the decision finally landed. Or when we know we need access to someone more senior, but the main point of contact is acting as a blocker. And every time I hear it, I know the story before it’s fully told. Because

I’ve coached hundreds of Customer Success Managers over the years. Different companies, different products, different regions, different markets. Yet the same pattern appears over and over again. CSMs do not feel empowered. They are not empowered to say no. They are not empowered to drive change. They are not empowered to raise red flags. They are not empowered to make tough decisions. They are not empowered to prioritize for their customers. They are not empowered to deviate