
Some of the best lessons I’ve learned in Customer Success didn’t come from CS at all—they came from Sales.
Early in my career at BrightEdge, I had the opportunity to work alongside some of the best Sales professionals in the industry. Watching them operate, handle objections, and drive customer conversations completely transformed how I approach my role in CS.
While there are too many amazing people to tag, they know who they are. And their impact? Undeniable.
Here are six powerful lessons I took from Sales that made me a better Customer Success professional:
1️⃣ Don’t Negotiate Against Yourself
I used to think the best way to move things forward was to lead with a discount or a special deal.
Wrong.
Sales taught me that confidence in value wins over price cuts. If you immediately offer discounts, you devalue your own worth before the customer even asks. Instead, lead with the outcome, the ROI, and the impact—not the price tag.
2️⃣ Never Assume—Ask the Tough Questions
It’s easy to believe you “know” what a customer is thinking. But assumptions lead to misalignment.
💡 Did they understand what I just said?
💡 Do they really see value in what we’re doing?
💡 Is their hesitation a surface-level concern, or is there a deeper issue?
Sales professionals don’t assume—they ask. And they keep asking until they get clarity. That’s exactly what CS needs to do, too. Clarify, confirm, and challenge to ensure you’re solving the right problem.
3️⃣ Always Lock in the Next Step
A conversation without a clear next step is a dead end.
Sales reps are relentless about moving deals forward. They never leave a call without a scheduled follow-up, a deadline, or a concrete action item.
CS professionals should take the same approach. Whether it’s a training session, a check-in, or a strategic review, always leave every engagement with a defined next step—because momentum matters.
4️⃣ Create Urgency
Sales teams drive action by making the value of change greater than the pain of staying the same.
That’s something Customer Success can learn from.
If customers aren’t engaging, adopting, or growing with your product, ask yourself:
✅ Have I made the value clear enough?
✅ Have I connected this to their most pressing business goals?
✅ Have I helped them see why moving forward NOW is better than waiting?
CS isn’t just about support—it’s about driving meaningful movement.
5️⃣ Objections Create Opportunities
Sales reps don’t fear objections—they expect and embrace them.
In CS, we often avoid difficult conversations because we don’t want to risk friction. But objections are not rejection—they’re opportunities to clarify, educate, and realign.
💡 Why is the customer hesitant?
💡 What’s the real concern behind their pushback?
💡 How can I turn this into a chance to strengthen trust?
The best Sales teams lean into objections, and the best CS teams should, too.
6️⃣ Sell the Vision, Not Just the Product
Sales doesn’t just sell software—they sell a better future.
In CS, we need to constantly reinforce why this partnership matters and how it connects to the customer’s long-term vision.
It’s easy to get caught up in feature adoption, support requests, and renewal cycles. But customers stay when they see how your solution helps them win. Always tie things back to their goals, their challenges, and their definition of success.
Final Thoughts: The Learning Never Stops
These six lessons completely shifted how I approach my role in Customer Success.
But the truth is—I’m still learning. And not just from Sales.
Every interaction, every challenge, and every conversation is a chance to grow.
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