In this episode, we are unpacking a motion most CS teams overlook or treat as a vague hope: winning back churned customers. Instead of “maybe they will come back someday,” we will walk through how to design client win-backs as a real, intentional CS and revenue motion.
You’ll learn:
✔ When it actually makes sense to pursue win-backs and when to let past customers go
✔ How to choose which churned accounts to target first based on fit, potential and what has changed
✔ What effective win-back outreach sounds like so you acknowledge the past and offer a clearer path forward
✔ How to run a thoughtful win-back conversation that revisits the past, understands the present and proposes a low-risk next step
✔ How to turn every win-back attempt into a learning engine that strengthens your segmentation, onboarding, value realization and renewal motions
This episode is for CS leaders who look at their churn list and know there are customers they could win back, and who want a structured way to re-open those relationships while also improving the motion for the accounts they still have today.
Where to go from here
- Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
- Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
- 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
Let’s connect on LinkedIn: Get weekly insights, templates and real talk on CS leadership. Follow Angeline on LinkedIn.
