By Sagar Shukla, Co-Founder, Foresight
When starting a new role as a Customer Success leader, the temptation is to focus inward—learning the org chart, aligning with sales, and tackling operational challenges. But the truth is, if you’re not spending your first 90 days diving deep into your customer base, you’re missing the single most valuable lever for success.
The Real Job: Learn Why Buyers Buy
The first step is simple but often overlooked: understand why your customers chose you. I recently spoke with a seasoned CS leader who took on a new role at an organization. She put it best in our conversation:
“If you don’t know the story behind why a customer chose you in the first place, you can’t map out a success plan that ties back to what matters to them—not what matters to you.”
In your first 90 days, prioritize these questions:
- What are the use cases and business drivers that made customers choose your solution?
- How are they using your product today, and where are the gaps?
- What opportunities exist to expand your relationship with them?
The key isn’t just to listen—it’s to document and systematize. This becomes your foundation for driving long-term customer value.
Implement a Value Review Cycle
Many CS leaders inherit a QBR process. But here’s the problem: QBRs are often vendor-focused, filled with metrics and roadmaps your customers don’t care about. Instead, replace or enhance QBRs with a Value Review cycle.
What’s a Value Review? It’s a strategic touchpoint designed to:
- Measure customer success against their goals—not your usage metrics.
- Uncover unmet needs that align with expansion opportunities.
- Tell the customer’s value story—why they chose you, what’s working, and where they can grow.
At its core, a Value Review is about flipping the script: your customer defines success, and you enable it.
Make It Proactive
My conversation with this CS leader highlighted how so many CS organizations are reactive—only checking in when there’s a renewal or a support issue. To drive meaningful results, you must be proactive. A Value Review cycle gives you the framework to engage customers consistently, not just when you need something.
By capturing customer-qualified leads—opportunities they’ve surfaced themselves—you’re not just servicing the account; you’re driving upsell opportunities in a way that feels organic and aligned with their needs.
Why This Matters
In a world where retention and expansion are critical to SaaS growth, your ability to uncover and act on customer value is what sets you apart. As another leader navigating the early stages of a CS function, noted:
“If we can prove there’s more revenue to be found and document those success stories, it makes the case for investing in both customers and future growth.”
Your first 90 days are your chance to establish the foundation for that success. Don’t waste it on busy work. Dive into your customer base. Learn why they buy. Build a proactive Value Review cycle. And watch as your leadership transforms not just your team, but your customers’ results.
Your customers don’t want a QBR—they want value. Be the leader who delivers it.
