Fixing Churn : addressing the root causes and not the traditional diagnosis
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Fixing Churn : addressing the root causes and not the traditional diagnosis
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Let me ask you something :
When churn shows up…
When renewals get defensive…
When value realization slips…
Is your first instinct to look at your CSMs?
Because in high-growth SaaS, churn is almost never created by the CSM ; and it’s certainly not created solely by the CSM.
In most cases, the CSM is simply the first person to see churn that was created much earlier in the lifecycle… or deeper in the organization.
In Episode 2 of Rethinking Customer Success in High-Growth SaaS, I break down why traditional churn diagnosis fails, why blaming CSM performance is a leadership trap, and how fixing churn actually starts with fixing your operating system, not your people.
If you want renewal cycles to stabilize and expansion to become predictable, this episode is essential.