Most customer success teams don’t fail because they lack effort. They fail because they are designed to react rather than prevent. Here’s what that typically looks like. A low-value customer raises a noisy support issue, and the entire team scrambles to respond, while a strategic account quietly reduces usage for weeks without anyone noticing.

Renewal prep begins just days before the contract expires, leading to rushed conversations. Escalations only happen after frustration surfaces. When churn hits, it feels like a surprise—even though the signals were there all along.

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