You're head of customer success at a SaaS company. Your largest customer, 18% of ARR, just emailed your CEO saying they're canceling in 30 days over a data pipeline failure that's corrupted their dashboards for two days. Your CEO forwards it to you at 8am. What do you do today?

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Stay specific. One example, told well, beats three told fast. Make your decisions visible — what you chose between. End on what changed, for whom.

You're head of customer success at a SaaS company. Your largest customer, 18% of ARR, just emailed your CEO saying they're canceling in 30 days over a data pipeline failure that's corrupted their dashboards for two days. Your CEO forwards it to you at 8am. What do you do today?

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