My customer success partner and I have been covering for each other's accounts when clients complain instead of addressing why we're both struggling to hit our retention targets and I think we're making each other worse at our jobs. We keep saying we're being supportive but really we're just avoiding the conversation about what's not working.
More people experience this than they realize.
You and a coworker keep covering for each other instead of admitting you're both struggling.
“Where Are You with Customer Success?”
If this sounds familiar, the Library can help you find the bigger picture.