The Customer Success Pro Podcast Mastering the Art of Strategic Negotiation in Customer Success
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Jun 25, 2025 Negotiation skills are critical for customer success managers, yet often overlooked. The discussion highlights common pitfalls like inadequate preparation and over-explaining. A four-step framework is introduced to empower CSMs, emphasizing preparation, clarity on value, and the strategic use of silence. By mastering these techniques, CSMs can significantly boost renewals and upsells, transforming their role into that of a confident negotiator and strategic partner.
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CSMs Negotiate More Than Sales
- Customer Success Managers negotiate more than salespeople but often lack training.
- This negotiation skill is crucial for influencing customers and driving renewals and upsells.
Prepare Multiple Plans
- Always prepare multiple plans (A, B, C) before negotiation conversations.
- Having alternatives prevents freezing and leads to stronger negotiation outcomes.
Avoid Over-Explaining
- Avoid over-explaining or apologizing during negotiations as it signals insecurity.
- Speak confidently with clear value instead of bombarding customers with justifications.