What to say when your product roadmap is late

In partnership with

Hey CS Pro,

Let’s be real. Product delays happen all the time in SaaS.

But when you don’t handle them well? That’s when you lose trust, credibility, and sometimes… the customer.

This week’s episode breaks down exactly how to lead through product delays without damaging your relationship.

But first, today’s sponsor

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Why product delays are a trust issue

Your customers didn’t just buy what your product does today. They bought into your roadmap.

So when a promised feature gets delayed, it’s not just a missed deadline. It’s a broken promise.

And here’s what most CSMs get wrong:

• They avoid the conversation and wait for the customer to ask

• They give vague timelines like “maybe next sprint” or “possibly Q3”

• They point fingers at product, saying “not my fault”

• They focus the entire conversation on what’s missing

None of this helps.

What it actually does is erode trust and make you look misaligned with your own company.

Instead, it’s time to step up and lead.

How to handle delays like a pro

Here’s the framework I use to manage product delays proactively and keep trust high:

1. Get ahead of it

The second you hear about a delay, ask yourself:

• Who does this impact?

• What was promised?

• Do we need custom messaging?

Don’t wait for the QBR. Don’t wait for them to notice. You bring it up first.

2. Lead with transparency

Use clear, confident language like:

“I want to give you a quick update on feature X. The timeline has shifted slightly due to a technical challenge. I’ll keep you posted as we work through it.”

You don’t need all the answers. You just need the courage to be honest.

3. Reaffirm the partnership

Let them know:

• Their feedback shaped this feature

• They’re still part of the beta or Early Access group

• The team still knows it’s important

Don’t let the delay make them feel forgotten.

4. Refocus on ROI

Find another value lever while the feature is delayed:

• A quick win they’ve already achieved

• A workaround you can offer

• A similar customer story to share

Remind them the product is still delivering value today.

5. Create a feedback loop

You’re not just a messenger. You’re the bridge between product and customer.

• Ask product for talking points

• Push for early access or testing options

• Keep the communication flowing both ways

Delays are forgivable. Surprises are not.

Weekly Challenge

Pick one customer who’s waiting on a feature:

• Schedule a 15-minute call

• Proactively share even a small update

• Offer one way to deliver value in the meantime

• Reaffirm how their feedback is shaping the roadmap

Then reflect. How did that feel?

What changed when you led the conversation instead of reacting?

That shift is what makes you a strategic partner, not just an account manager.

FINAL MASTERCLASS OF 2025: Back to School Edition!

This episode is packed with the scripts, frameworks, and mindset shifts you need to handle product delays like a true CS pro.

That’s it for this week!

Have a listen to the latest podcast:

I hope you enjoyed this week’s newsletter.

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

Cheers to your CS success,

Anika

PS - This is the FINAL RevUP Masterclass for 2025, join us LIVE on Sept 10th at 1pm ET.