The newsletter for Client Success Managers.
Every Tuesday a playbook, every Friday a real-world scenario. What top CSMs do differently, written by someone who hires them.
By Diego Miescher, who hires and places CSMs in coaching offers doing $1M+ a month.
LatestScenario· October 30, 2026New
"I want a refund" on day 9: what to say and what to do
Happy Friday, it's Diego.
Here's a situation every CSM hits sooner or later.
It's Tuesday morning. You open Slack and there it is, from a client who joined nine days ago. Let's call her Sarah.
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New ones every Tuesday and Friday.
Scenario
"I want a refund" on day 9: what to say and what to do
The message lands in your inbox. Here's how to handle it without panicking or caving.
October 30, 2026New
Playbook
The first 72 hours decide whether a client stays
The welcome message, the onboarding call and the quick win that make new clients stick.
October 28, 2026New
From Diego
Why I'm starting a newsletter for Client Success Managers
From 12-hour kitchen shifts to hiring CSMs for coaching offers. Here's why this exists.
October 28, 2026New
Become an S-Tier CSM.
Earn more and work with the top 1% of coaching offers & agencies.
