Customer Success Lead
Customer Successhard29 credits
Your Champion Just Quit
The one person who believed in you cleared out their desk Friday.
FThe Workshop 4.8 (72) 360 taken 35m Customer Success Lead
The situation
Your champion at a major account — the person who fought for the purchase and drove adoption — just left the company. Their replacement has no history with you, a competitor relationship from their last job, and a mandate to 'review all vendor spend.' The relationship was built on one person, and that person is gone. With renewal four months out, you have to rebuild from zero: map the new org, find or grow a new champion, and re-earn the value story before the review tips toward your competitor.
What you'll practice
Re-maps the stakeholders and identifies a credible new champion
Re-maps the stakeholders and identifies a credible new champion. Show it clearly — with evidence a reviewer can point to.
Re-establishes the value story for someone with no prior context
Re-establishes the value story for someone with no prior context. Show it clearly — with evidence a reviewer can point to.
Neutralizes the competitor bias with evidence, not defensiveness
Neutralizes the competitor bias with evidence, not defensiveness. Show it clearly — with evidence a reviewer can point to.
Builds a renewal path without going over the new head's authority prematurely
Builds a renewal path without going over the new head's authority prematurely. Show it clearly — with evidence a reviewer can point to.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
Bexternal
Brent Sullivan
New department head, your champion's replacement
Wants: Skeptical, favors a competitor he used before, reviewing all spend with a cutting eye.
Style: Guarded, decisive, hard to read.
Mexternal
Maya
Mid-level user who quietly relies on the product
Wants: Loves the tool but is junior and unsure of her influence.
Style: Helpful, under-confident, a potential champion.
R
Ravi
Your Account Executive
Wants: Worried about the renewal and tempted to escalate over Brent's head.
Style: Anxious, action-oriented, sometimes rash.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Account insightOutcome framingRisk handlingExpansion