
The average tenure of a SaaS executive? 18 months.
That’s not long. And if you’re in Customer Success, that means you’re constantly re-selling your value.
New execs bring fresh ideas, new priorities, and (sometimes) skepticism about existing partnerships. Managing this transition isn’t just important—it’s mission-critical.
But it doesn’t have to be a fire drill.
If you approach it strategically, it’s an opportunity to solidify your value, build trust, and strengthen the relationship.
Here’s how I make it work:
First, Understand This:
💡 They’re busy. Really busy. Your product is not their top priority (yet).
So, while it’s tempting to demand their attention, patience and proactive positioning will serve you better.
My Playbook for Managing Leadership Transitions
1️⃣ Send a Welcome Email
Keep it short, friendly, and actionable.
Introduce yourself, share a high-level value statement, and include a booking link—giving them control to connect when they’re ready.
2️⃣ Audit Their Deployment
Do your homework.
Evaluate what’s working, what’s underutilized, and where they might see gaps. Bring real insights to the table so your first conversation is valuable—not just a check-in.
3️⃣ Do Some Intel Gathering
Who are they? Where have they worked?
Check LinkedIn, past roles, industry insights, and even competitor tools they may prefer. Understanding their background helps you anticipate their priorities and objections.
4️⃣ Reintroduce the Partnership
Your first call should be structured and intentional:
✅ Contract review – Make sure they understand where things stand.
✅ Value proposition – Remind them why their company partnered with you.
✅ Product overview – Highlight quick wins and unused potential.
✅ Questions, questions, questions – Learn what’s on their mind.
5️⃣ Align on Their Intentions
Don’t avoid the tough conversations.
Ask directly:
➡️ Are you planning major changes?
➡️ Does our product align with your vision?
➡️ What do we need to deliver to earn your trust and investment?
6️⃣ Co-Create a Plan
Don’t just react—collaborate.
Work with them to build a roadmap that ensures their success and yours. Align your value with their goals so they see you as a strategic partner, not just another vendor.
Make Yourself Indispensable
Your goal? Prove your value.
Be the one person they can count on to help them hit their goals. Because when the foundation is strong, they’ll see you just like their predecessor did—essential.
New execs are inevitable. Your relevance doesn’t have to be optional.
Comments