Are you negotiating against yourself?

Hey CS Pro,

In today’s episode, I’m dropping something BIG. I’m releasing my four-step negotiation framework from RevUp Academy. And trust me, you need this. Because if you’re still letting customers steer the convo, this one’s for you.

Let’s talk about the one CS skill that no one teaches but every CS pro needs: strategic negotiation.

Why CS pros are always negotiating (but don’t know it)

Let’s get this straight. You don’t need to be in sales to be a negotiator. You already are one.

Think about it…

• You negotiate timelines when onboarding gets delayed.

• You negotiate stakeholder engagement when champions ghost you.

• You negotiate renewals, pricing, and even internally with sales or product.

The only difference? No one taught you how to actually do it.

That’s why so many CSMs end up winging it, hoping for a renewal or apologizing their way through a price increase. But hope is not a strategy. If you want to stop begging for renewals and start driving them, you need a plan. Actually, you need three.

Top 5 negotiation mistakes CS pros keep making

1. Going in without a Plan B (or C):

   You prep for QBRs, so why go into renewal convos blind? Always have backup options ready. Think alternate timelines, phased rollouts, and reduced scopes.

2. Over-explaining and apologizing:

   The more you justify a renewal or upsell, the less confident you sound. Strong negotiators lead with value, not bullet points.

3. Avoiding the real issue:

   Don’t sugarcoat. Be clear and direct. Executives don’t want fluff, they want facts. Tell them what the conversation is about from the start.

4. Negotiating against yourself:

   Stop offering discounts before your customer even asks. You’re signaling weakness. Let them bring it up—and when they do, be prepared.

5. Failing to identify mutual goals:

   Negotiation isn’t about winning. It’s about alignment. Tie every ask back to a customer outcome, not a revenue target.

The 4-step framework that changes everything

Inside this week’s podcast, I walk through my go-to framework for confident CS negotiation. Here’s a quick preview:

Step 1: Prepare multiple outcomes

Plan A is never enough. You need options if the customer pushes back, such as reduced scope, quarterly billing, or phased rollouts. Leverage is everything.

Step 2: Lead the conversation

You’re the CEO of your book of business. Set the tone early. Let them know what’s on the agenda and steer the conversation with confidence.

Step 3: Frame around value, not price

Stop saying “price.” Start saying “value.” Link the ask to outcomes, metrics, and impact. That’s what CS negotiation is all about.

Step 4: Use silence as a tool

State your case, then stop talking. Let your customer sit with it. Silence shows confidence and invites real dialogue.

One of my favorite examples? When a customer asked for a discount and my CSM panicked, I stepped in and asked a simple question:

Takeaways

1. You already negotiate more than you think

   From renewals to internal convos, every touchpoint is a negotiation. Own it.

2. Don’t lead with discounts

   Start with outcomes. Let the customer bring objections. You lead with confidence and value.

3. Silence is your secret weapon

   Say your ask, then pause. Let them absorb it. Stop negotiating against yourself mid-sentence.

That’s it for this week! Want the full framework? Go listen to this week’s episode wherever you get your podcasts.

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That's all for now.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

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