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're using mutual protection as a way to avoid examining your individual and collective failures.
“Where Are You with Customer Success?”
Peri can explain why this happens, help you decide if this is the right situation for you, and point toward the right journey or coach.
If this sounds familiar, the Library can help you find the bigger picture.