Скачать или смотреть The Tradeoff CS Leaders Get Wrong About Saying No

The fastest way to quietly weaken a Customer Success model isn’t churn.

It’s saying yes.

Yes to the exception.
Yes to the extra support.
Yes to absorbing friction that technically belongs elsewhere.
Yes to keeping things smooth.

Individually, every yes feels reasonable. Strategic, even.

Collectively, those decisions redesign your model without you noticing.

In this episode, I unpack the tradeoff CS leaders often misjudge when it comes to saying no. It’s not customer vs team. It’s not revenue vs relationships.

It’s short-term convenience versus long-term model integrity.

We’ll explore:
• Why repeated exceptions slowly erode clarity
• How “just this once” becomes policy
• What strong CS leaders ask before they say yes
• And how boundaries shape a scalable system

Saying no isn’t about being rigid.

It’s about protecting a model that has to work without constant bending.

If your team feels reactive, stretched, or dependent on heroics, this conversation might explain why.

#CustomerSuccess
#CSLeadership
#SecondOrderSuccess
#SaaS
#OrgDesign
#ScalingCS
#Leadership