Tips & Tricks

One of the biggest traps in Customer Success is assuming silence means satisfaction.No complaints. No escalations. No pushback.We think: “Great, they must be happy.”But here’s the truth → silence is often the calm before churn. Clients who complain are engaged. Clients who stay quiet might already be looking for a replacement. Great CSMs treat silence as a signal — a chance to dig deeper, ask the hard questions, and uncover risks before it’s too late.💬 Your turn: How do you spot and address silent clients before they slip away?

Too many CSMs get stuck being messengers.“Here’s what Product said.”“Here’s Support’s reply.”That’s not true partnership — that’s just copy-paste.The best CSMs don’t stop at the message. They translate it: What does this update actually mean for the client? How does it connect to their goals? What actions should they take next? Because clients don’t need another inbox.They need a guide who makes the noise make sense.💬 Your turn: How do you translate internal updates into client impact? Any tips, frameworks, or examples that worked for you?