Revenue & Commercial
The Escalation
Renewal turns into 'I want your manager.' Practise granting the escalation, owning the service failure, and rebuilding trust without leading on price.
WHAT’S HARD
The brief is short. The conversation isn’t.
Renewal call. Then: 'I want your manager.'
Something broke before the contract date. Price won't fix it first.
HOW A SESSION WORKS
Four steps. About twenty minutes.
- 1°
Read the brief
The context, your role, and who you’re about to meet. No framework recap.
- 2°
Have the conversation
The other person pushes back, holds things back, and reacts to how you actually behave.
- 3°
Get the coaching debrief
What you did, what it cost you, and the specific move to change next time.
- 4°
Keep the evidence
Transcripts and cohort patterns your programme can actually show a sponsor.
BEFORE YOU START
Two things people ask.
Who am I in this conversation?
You're the Customer Success Manager on her renewal. Shalini Rao heads HR at the client and is done with excuses. You get the full brief after you sign in.
Do I need customer success or HR tech experience to practise this?
No. The brief covers the service history and renewal terms. You're practising escalation, ownership, and trust repair without leading on price.
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