From Surprise Non-Renewal To Sales-CS Alignment w/ Guy Galon Chief CS & Revenue Leader at Obrela

Episode notes

We unpack a “sure thing” renewal that fell apart, the hidden decision makers who swung the outcome, and why quiet QBRs signal danger. We also break down a high-stakes implementation sold ahead of product readiness and how disciplined alignment turned risk into long-term trust. • mapping influence beyond the budget owner • spotting engagement drop-offs as churn signals • asking hard questions in QBRs to test intent • coordinating sales and CS on renewals and expansions • managing design-partner projects without overpromising • qualifying ICP to control cost to serve • running post-mortems that change behavior • building a learning mindset across teams • book recommendations for CS leaders If you got some value from this conversation, hit subscribe, leave a rating and review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way And if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and