Customer success conversation practice
Help customer success managers (CSMs) lead renewal negotiations, find product adoption gaps, and grow accounts.
Manish Iyer
Operations Lead
Post-Sponsor Departure Re-alignment
- Present historical contract value and automated metric summaries
- Align tool capabilities with Manish's new operations roadmap goals
- Secure commitment for a quarterly executive strategy alignment meeting
- Adoption Discovery
- Churn Signal Detection
- QBR Facilitation
- Expansion Positioning
- Health Score Interpretation
Scenario catalog
Difficult quarterly business review (QBR)
Confront a client whose usage has dropped 50% ahead of a major contract renewal.
Skills scored
Asking why usage dropped & showing value
Pricing expansion pitch
Introduce new premium features to an existing customer and negotiate pricing for more seats.
Skills scored
Explaining upgrade value & negotiating seat pricing
Onboarding friction
Guide a frustrated client through complex product integration steps to speed up adoption.
Skills scored
Acknowledging concerns & explaining next steps
What Dehurdle measures
Value adoption discovery
Measure how well CSMs ask about business goals and adoption blockers.
Strategic negotiation
Grade how CSMs make the case for renewal and negotiate trade-offs.
Customer empathy
Check for empathetic phrasing when customers struggle with integrations.