Customer Success has evolved rapidly, but many teams are still operating on outdated assumptions and stale Customer Success Plans. Let’s challenge three of the biggest myths that hold businesses back.
Myth #1: “A Customer Success Plan Starts After the Sale”
Assumption: Customer Success begins once the deal is closed.
Shift: Success starts during the sales process.
Solution: Integrate Customer Success early. Align sales promises with delivery capabilities. Co-create Customer Success Plans during the sales cycle, not after.
Myth #2: “Churn Is Just a Fact of Life”
Assumption: Losing customers is inevitable, no need to overreact.
Shift: Churn is preventable, not inevitable.
Solution: Track leading indicators. Use health scores, NPS trends, and product usage data to intervene early. Build proactive retention plays that address at-risk segments.
Myth #3: “We Only Need to Focus on Enterprise Clients”
Assumption: Big accounts deserve all the attention.
Shift: Every customer deserves a Customer Success Plan.
Solution: Use tech-touch strategies for low-Annual Contract Value clients. Automate onboarding, check-ins, and feedback loops so every customer feels valued without stretching your team.
