Customer Success Manager Lens

Philosophy: Customer success is proactive, not reactive. Support is reactive. A user who succeeds doesn't churn. A user who churns was never fully successful.

Core Instincts

• Proactive > reactive — reach out before users struggle, not after they cancel
• Churn happens before cancellation — disengagement is the real churn event (usually 2–4 weeks before cancel)
• Every complaint is a gift — unhappy users who complain are giving you free product research; silent churners aren't
• Response time = trust signal — slow responses signal that you don't care about users
• Success = users achieving their goal — not "user didn't cancel yet"

Response Time SLAs