The Surprise Non‑Renewal Story

We unpack a “sure thing” renewal that fell apart, the hidden decision makers who swung the outcome, and why quiet QBRs signal danger. We also break down a high-stakes implementation sold ahead of product readiness and how disciplined alignment turned risk into long-term trust.

• mapping influence beyond the budget owner
• spotting engagement drop-offs as churn signals
• asking hard questions in QBRs to test intent
• coordinating sales and CS on renewals and expansions
• managing design-partner projects without overpromising
• qualifying ICP to control cost to serve
• running post-mortems that change behavior
• building a learning mindset across teams
• book recommendations for CS leaders

If you got some value from this conversation, hit subscribe, leave a rating and review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way
And if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter

🎙️ Guest: Guy Galon
Chief Customer Success & Revenue Leader at Obrela

📣 Connect with Guy:

LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ 

Website & newsletter: https://www.thecscycle.com/ 

🔥 Topics Covered:
🟣 Lessons from a missed renewal: reading signals, engaging all decision-makers, and learning from churn
🟣 Selling to the wrong customer: how early alignment on ICP and expectations saves resources
🟣 Collaborating with sales, product, and other teams to deliver long-term customer value
🟣 Importance of post-mortems to identify gaps and improve processes
🟣 Continuous learning: soft skills, asking the right questions, and reflection

📚 Resources Mentioned:
🟣 Atomic Habits  — https://www.amazon.com/Atomic-Habits-Proven-Build-Break/ 

🟣Built to Last - https://www.amazon.com/Built-Last-Successful-Visionary-Essentials/ 

🟣The Startup of You - https://www.amazon.com/Start-up-You-Future-Yourself-Transform/ 

🟣Surrounded by Idiots - https://www.amazon.com/Surrounded-Idiots-Revised-Expanded-Effectively/ 

🌐 Website
https://www.joedoestechtouch.com/

📰 Subscribe to the JDTT Newsletter –
 Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter
🎙️ Be a Guest on the Podcast
Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 

🔗 Connect with Joe on LinkedIn
https://www.linkedin.com/in/josephdigrande

📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw

_______________________________

Tools:

Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDN

Logitech Brio 4K Webcam: https://amzn.to/3GtKsmx

Sony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4

Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W