Brute Force is not a Customer Success Strategy

In tough times, brute-forcing customer experience can feel like the only option. 🚨
Recently, I had two different CEOs, both smart, capable, and growth-minded, say some version of this:

“We’re all over it. Our CSMs are calling every customer every month.”
“We do high-touch, white-glove. That’s how we keep them.”

I get it, I really do.
Budgets are tight. Teams are lean. You’re trying to protect every dollar of revenue.
And so the default strategy becomes: work harder, reach out more often, keep every customer close.

But here’s the problem:

• ❌ White-glove hustle isn’t a strategy.

• ❌ Reactive heroics don’t scale.

• ❌ And constant check-in calls aren’t the same as delivering value.

Customer Success isn’t about how much time you spend, or how often.
It’s about how you systematically help customers achieve specific outcomes.

Because here’s what happens with brute-force CX:

• CSMs burn out.

• Margins erode.

• Your team is always chasing, never anticipating.

• And customers still churn, because they didn’t get what they came for.

👉 Great CX simply isn’t built on effort alone. You need:

• ✅ Clear customer goals and defined success milestones

• ✅ Health scoring that flags risk before it’s visible

• ✅ Playbooks that guide outreach with purpose

• ✅ Segmentation and prioritization based on impact

• ✅ A time-to-value motion that isn’t powered by 70-hour weeks

Customers don’t need more calls. They need more progress.

And in this market, revenue retention is everything. It funds your runway. It powers your next round. It’s the difference between simply surviving and actually gaining ground.

You can't afford to leave retention to effort alone.

Most churn isn't caused by lack of contact—it's caused by lack of value realization. If your team is working overtime and still losing accounts, it's not an effort problem. It's a structural one.