In the conference rooms and over Zoom calls across many industries, a familiar ritual plays out every quarter. On schedule and without fail, a Customer Success Manager (CSM) shares the screen, the slides load with the logo prominently featured on the first page, a usage chart on the third, and

The account shows green: eighty-nine out of one hundred, but you can still lose it anyway. A detailed investigation will show why you never saw it coming. Prominently featured at the top of most Customer Success Manager (CSM) dashboards is a number indicating whether a partner will continue the relationship