The most challenging customer conversations rarely come out of nowhere. They usually start as small signals that are easy to overlook until they become much bigger problems. The ability to spot those signals early and address them head on is one of the most underrated skills in Customer Success.

In this video, KJ from Hook shares a practical framework for getting ahead of customer challenges before they escalate. By building simple habits into your weekly workflow, you can protect your customer’s path to value and prevent minor issues from snowballing.

KJ explains how to:

  • Spot early warning signs using data rather than gut feel

  • Engineer regular checks to surface risks across key categories

  • Communicate challenges clearly while articulating the impact

  • Navigate sensitive conversations without creating defensiveness

  • Take ownership of resolution and coordinate next steps

Proactive, structured conversations are not negative or alarming. When handled well, they build trust, create clarity, and keep customers moving toward the outcomes they care about.