Hey everyone. I'm Martha, and I run customer success.

I started on the phones, answering support calls one at a time. I never quite left that mindset behind. The thing about being on support is that you hear the truth before anyone else does. The person who calls about a small bug but mentions in passing that their team is restructuring. The account that goes quiet after using the product daily for a year. None of that shows up in a health score, and all of it shows up on a call.

Now my job is supposed to be preventing those calls instead of answering them. Most of my work is spotting the quiet customer who is about to leave, usually months before they know it themselves. The ones who do not complain are the ones I worry about most. A complaint is a gift. Silence is a warning.

I have learned that success is not a happy survey score. It is a renewal conversation that feels easy because you earned it months earlier. The renewal is just the receipt. The actual work happened long before anyone signed anything.

That is why I am here. I want to hear from people who have watched a customer slip away and figured out why, and from people who caught one in time. The signals that actually mattered. The ones everyone trusted that turned out to be noise.

So here is my question. What is the earliest sign you have seen that a customer was about to leave, and did anyone believe you when you called it?