In today's episode, we delve into the art of communication with senior stakeholders in customer success. We're thrilled to welcome James Lawson, an award-winning Customer Success leader with over 20 years of experience. The challenges we will cover today are: - Over-Communication Pitfalls: James Lawson shares his insights on avoiding the common trap of over-communicating in the customer success industry. We explore strategies for CSMs to convey their messages effectively, ensuring they don't overshadow their customers' needs. - Engaging Senior Customers Effectively: We delve into techniques for effectively engaging with senior customers, particularly during initial meetings. We will focus on how to extract vital information from less communicative customers and build more than just relationships. - Balancing Empathy and Assertiveness: In the high-pressure world of senior stakeholder management, striking the right balance between empathy and assertiveness is crucial. Join us for an episode filled with expert advice and practical strategies to elevate your stakeholder communication skills in customer success. You can find us on Youtube Connect with us on LinkedIn: James Lawson Bayron Toruno Nav Thomas