How to Manage Up When Your Leadership Doesn't Understand What Customer Success Does

Episode notes

We break down what it actually takes to manage up effectively as a CS leader, from translating CS work into the language of revenue and risk, to building visibility before you need it, to pushing back on decisions that undermine your function with data instead of frustration. You'll learn: Why the disconnect between CS and leadership exists and whose job it is to close it How to translate CS metrics into the language of revenue, risk, growth, and efficiency What a proactive visibility strategy looks like and when to build it How to push back on decisions that undermine CS without coming across as defensive Why timing matters as much as content when influencing leadership decisions How to earn a seat in the conversations that matter before anyone thinks to invite you This episode is for CS leaders who are doing strong work but feel invisible in leadership conversations, and who want a clear, practical approach to shaping how their function is perceived, funded, and valued at the top of the org.

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