Why do some CS Pros always win?

In Partnership With

Hey CS Pro,

If renewals feel harder than they should and you are working nonstop with very little to show for it, this episode explains exactly why. The difference is not effort, personality, or luck. It is knowing which revenue lever to pull and when.

But first, today’s sponsor

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Renewals should not feel stressful, last-minute, or reactive.

Yet for most CSMs, they still do.

Not because they lack effort, but because customers are not clearly connecting your work to THEIR business outcomes.

That is exactly what this free live masterclass is designed to fix.

Join me for a BRAND NEW live masterclass session where I will walk you through the framework I use to help CSMs move from check in calls to outcome led conversations that customers actually value.

In this masterclass, you will learn how to:

• Shift from activity driven check ins to outcome focused conversations

• Clearly show value in every customer interaction, even without a perfect product

• Build momentum toward renewals and expansion instead of scrambling at the last minute

This is the foundation for predictable renewals, stronger customer relationships, and more strategic influence as a CSM.

Join live and learn how to start driving revenue, not just managing accounts.

⏰ Wednesday, January 28th at 10 am PT / 1pm ET / 6pm UK

🔗 Save your spot now: thecustomersuccesspro.com/masterclass

Why hard work is not moving the needle

One of the biggest frustrations I hear from Customer Success Pros is this,

Here is the uncomfortable truth. Most CS teams are busy, but they are not moving revenue.

In 2026, being helpful is no longer enough. Being responsive is no longer enough. And being liked is definitely not enough.

What I see over and over again is CSMs stuck in task mode. Meetings, emails, QBR decks, follow ups, health checks. It feels productive, but none of it actually influences revenue outcomes if it is not tied to the right levers.

A few common patterns keep CS teams stuck:

• Renewals are treated like a finish line instead of something influenced across the full customer journey

• Customers are expected to raise their hand instead of CSMs identifying leverage points early

• Every account is treated the same, regardless of risk or opportunity

• Activity is confused with value

When this happens, Customer Success becomes reactive by default. And reactive CS does not drive predictable renewals or expansion.

Executives are focused on revenue, retention, and efficiency. If your work is not clearly connected to those outcomes, it will always feel harder than it needs to be.

Adoption momentum

The first revenue lever that matters is adoption momentum.

Adoption is the leading indicator of every renewal. Not sentiment. Not meeting frequency. Not how long the relationship has existed.

Your job is to move customers from awareness, to usage, to habit.

The strongest CSMs are not checking adoption quarterly. They are tracking it weekly and using it to guide strategic conversations.

Here is where many people get stuck. They see usage data and assume the customer knows what to do next.

They usually do not.

Customers buy outcomes, not features. Adoption only matters when it is connected to progress toward a goal.

In 2026, winning CSMs are asking:

• What does good usage look like for this customer

• What behavior signals long term value

• What is the next step that moves them closer to their outcome

When you lead customers through adoption intentionally, renewals stop feeling like a surprise. They become the natural next step.

Executive alignment and expansion visibility

Revenue lever number two is executive alignment.

This is the lever that most CSMs avoid, and it is also the one that changes everything.

Decision makers do not renew based on product love. They renew based on business value.

Executives care about three things, revenue growth, risk reduction, and efficiency.

If your conversations are not clearly tied to one of those outcomes, you are invisible at renewal time.

Strong executive alignment means:

• You know who the economic buyer is

• You understand what success means to them

• You consistently connect product impact to business results

When this lever is in place, renewals stop being emotional decisions and start becoming logical ones.

Revenue lever number three is expansion visibility.

Expansion does not happen by accident. It happens when adoption and executive alignment are already in place.

This lever is about knowing:

• Where growth is possible

• What is blocking it today

• What action could influence expansion in the next 90 days

When you focus on these three levers consistently, week after week, you stop reacting and start leading. You become the advisor your customers trust, and the revenue driver your leadership team relies on.

WEEKLY CHALLENGE FROM THE PODCAST

This week, I want you to take five accounts from your book of business.

For each account, answer three questions:

1. Are they gaining adoption momentum?

2. Do I have true executive alignment?

3. Do I know the next expansion opportunity and what might be blocking it?

Then choose one lever per account and take one intentional action this week.

Not a big initiative. Not a full strategy overhaul. One lever, one action.

Do this weekly and watch how quickly renewals become more predictable and expansion becomes easier to spot.

If you are looking to step into the strategic CS role and get a revenue seat at the table than this episode is worth a listen.

Have a listen to the full 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