The Client Win-Back Playbook: How to Re-Engage Churned Customers and Win Them Back

Episode notes

In this episode, we are unpacking a motion most CS teams overlook or treat as a vague hope: winning back churned customers. Instead of “maybe they will come back someday,” we will walk through how to design client win-backs as a real, intentional CS and revenue motion. You’ll learn: When it actually makes sense to pursue win-backs and when to let past customers go How to choose which churned accounts to target first based on fit, potential and what has changed What effective win-back outreach sounds like so you acknowledge the past and offer a clearer path forward How to run a thoughtful win-back conversation that revisits the past, understands the present and proposes a low-risk next step How to turn every win-back attempt into a learning engine that strengthens your segmentation, onboarding, value realization and renewal motions This episode is for CS leaders who look at their churn list and know there are customers they could win back, and who want a structured way to re-open those relationships while also improving the motion for the accounts they still have today.

• How Consumption-Based Pricing Changes Everything About Customer Success56 / 100
• What to Protect, What to Delegate, and What to Let Go Of as a CS Leader51 / 100
• How to Coach Your CSMs to Say No Without Losing the Customer Relationship50 / 100
• How to Manage Up When Your Leadership Doesn't Understand What Customer Success Does
• How to Coach Your Customer Success Team to Manage Their Book of Business With Intention