Over-Communication in Customer Success

In the world of customer success, effective communication is the cornerstone of building trust and fostering long-lasting relationships.

However, a common challenge for Customer Success Managers (CSMs) is determining when to step back and let other teams take charge versus staying actively involved.

Striking a balance between over-communication and under-communication is critical—not just for personal sanity but also for ensuring productive outcomes.

Why Is This Important?

CSMs often find themselves at the intersection of customer needs and internal team dynamics. They rely heavily on cross-functional teams like engineering, product, QA, and support to deliver on promises. Whether it’s product scoping, addressing engineering bottlenecks, managing delivery timelines, or handling bug simulations, CSMs are often pulled into every conversation.

This constant involvement can make you feel like a mere messenger rather than a strategic contributor. The frustration builds when you spend hours chasing updates and communicating progress without having direct control over outcomes.

But here’s the truth:

you are not "just a messenger." You are the bridge between the customer and your organization, and your role is critical in driving value.

The Pitfalls of Over-Communication

CSMs often feel compelled to chase every detail, provide constant updates, and ensure that stakeholders on both sides are always informed.

While the intention is good, over-communication can lead to:

1. Burnout: Constantly worrying about removing bottlenecks can take a toll on your mental health.
2. Dilution of Accountability: Over-communicating may shift accountability from the responsible teams to you, leaving you managing deliverables that aren’t within your control.
3. Inefficient Use of Time: Spending excessive time updating clients about minor details can detract from focusing on strategic priorities.

How to Strike the Right Balance

1. Proactive Communication Over Reactive Updates

• Instead of waiting for customers to follow up, take the initiative to provide regular updates on progress.
• Draft a delivery plan that outlines key milestones, timelines, and responsible parties on both sides.

2. Set Boundaries and Drive Accountability

• Clearly define roles and responsibilities for each stakeholder. If something is outside your scope, make it known and assign the right team to take ownership.
• Establish an action plan after every meeting with clear deliverables and timelines for both internal teams and the client.
• Practice the mantra: "What is the best I can do in this situation?" If the answer is, “I’ve done all I can,” then step back and trust the process.

3. Communicate with Purpose

• Focus on outcomes rather than overloading stakeholders with unnecessary details.
• Schedule structured check-ins to provide updates instead of bombarding clients with ad-hoc communication.

4. Avoid Burnout

• Recognize that customer success is a shared responsibility. While you are a critical piece of the puzzle, you are not solely responsible for removing every roadblock.
• Delegate effectively and trust your cross-functional teams to execute their parts.

Why This Matters for Customers and Organizations

Customers value proactive communication and transparency. A delay is often more palatable if they know why it’s happening and what steps are being taken to resolve it. By striking the right balance:

• You maintain your credibility and reduce customer frustration.
• Internal teams feel greater accountability for their responsibilities.
• You set healthier practices that enable long-term sustainability for yourself and your organization.

Drawing the line between over-communication and under-communication is not about doing less—it’s about doing better. As a CSM, your goal is to facilitate seamless collaboration, foster trust, and drive outcomes without stretching yourself thin.

By mastering the art of purposeful communication, you not only safeguard your own productivity but also create a culture of accountability and efficiency that benefits both your clients and your organization.