How to Keep My Team and Me Informed: Advice from Mathew, (a C-Level Executive) to Customer Success Professionals

Here is what Mathew had to say:??

As a C-level executive, I’ve seen a clear difference between partners who maintain strong, ongoing relationships with us and those who rely too much on a single point of contact. When that happens, it’s difficult to get time on my calendar for Executive Business Reviews (EBRs) or renewal discussions. The issue isn’t that I don’t care—it’s that these partners haven’t made themselves relevant to my agenda.

If you want to keep me and my leadership team engaged, you need to go beyond metrics and align your solution with the business problems we care about. Here’s my advice for staying connected:

1. Align with Our Business Priorities ??

If you’re not continually aligning your solution to our top challenges, you’re going to have a hard time staying on our radar. We’re busy, and we don’t have the bandwidth to figure out how your product fits into our needs. Be proactive and keep updating us as our priorities evolve. Don’t wait until a renewal discussion or problem to show your value.

2. Don’t Rely on One Person ??

If your entire relationship is with just one contact in my company, you’re putting your partnership at risk. That person may not have enough influence, or they may leave, and you’ll have to start from scratch. Build relationships with multiple stakeholders across the organization to ensure that your value is understood by the broader team. Please understand our budget timelines and approval processes.

3. Stay Relevant with Tailored Messaging ??

Generic outreach won’t get our attention. If you want to stand out, take the time to tailor your message to our current priorities and challenges. This personalized communication shows us that you understand our business and care about our success.

Here are three less common strategies for keeping executives like me engaged:

1. Share Industry Insights Beyond Your Solution ??

I don’t just want to hear about your product. If you share valuable trends, regulatory changes, or market insights that affect my business, you’ll position yourself as a trusted resource. It’s not always about selling—it’s about adding value.

2. Engage with Non-Business Content That Matters to Me ???

Connect with me on a personal level. Whether it’s referencing an article I shared or talking about something I’m passionate about outside of work, these small touches build trust and make you more memorable.

3. Offer Help Outside Your Scope ??

Don’t be afraid to offer help on something not directly tied to your solution, like connecting me with peers or sharing advice on internal processes. It shows you’re invested in our success and builds long-term trust.

By aligning with business priorities, expanding relationships, and thinking outside the box, you’ll keep my team and me informed, engaged, and ready to partner.

#CustomerSuccess #ExecutiveAdvice #StakeholderEngagement #RetentionTips #CSLeadership

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