Managing Client Expectations vs. Product Delivery

As customer success leaders, we often find ourselves in the middle of client expectations and the realities of product delivery. I recently experienced this firsthand on a call where the client expected a feature to be delivered by a specific date.

However, at the last minute, I learned from the development team that the delivery would take longer, and we might need to tweak the solution.

This is a common scenario for any CSM. The question is, what do we do next?

• Do we pressure the product team to deliver on time?
• Do we tell the customer we can’t meet their expectations?
• Or do we blame external factors to deflect responsibility?

None of these options are the right answer.

Instead, as CSMs, our role is to:

-> Evaluate the Situation:

Understand the capacity of your team and the specific challenges impacting delivery. Analyze the implications of the delay and how it could affect both the customer and your product’s value proposition.

-> Collaborate with Product & Dev Teams:

Open a conversation with your internal teams to figure out where things went wrong and how they can be fixed. If you find that the timeline cannot be salvaged, brainstorm alternative solutions.

-> Engage the Client Thoughtfully:

Arrange a meeting with the client to inform them about the development. But remember, this conversation should be:

Instead of presenting the delay as a setback, position yourself as a trusted consultant. Share the different solutions, and let the client collaborate in choosing the most feasible path forward. People are more likely to support decisions they had a hand in shaping. This way, you’re not just managing expectations; you’re building trust.

-> Proactive Communication:

One key element often overlooked in these situations is the value of proactive communication. Ideally, this kind of issue should be caught before it becomes an urgent problem. Regular check-ins with both internal teams and the customer can help identify potential risks early on. If you sense that a deadline might be at risk, communicate that possibility to the client beforehand.

-> Setting the Right Expectations from Day One:

Many of these challenges stem from misaligned expectations at the start of the project. As CSMs, we play a critical role in ensuring that clients are fully aware of what’s possible and realistic. A lot of frustration can be avoided by having honest conversations about timelines, dependencies, and resource limitations early in the engagement.

-> Align Internally for the Future: Once the dust settles, share feedback with your internal leadership across product, dev, and customer success. Ensure that everyone learns from this experience to improve future delivery planning.

As CSMs, our job is to juggle both company and client interests. By keeping open communication, analyzing challenges, and building relationships based on trust, we ensure that even in difficult situations, we can deliver value and maintain strong customer relationships.