From Surprise Non-Renewal To Sales-CS Alignment w/ Guy Galon Chief CS & Revenue Leader at Obrela

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 leadersIf 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 wayAnd if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter🎙️ Guest: Guy GalonChief 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/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W