Wes SpencerCo-Founder, Empath · Co-Founder of Empath | Recovering Cybersecurity Guy| Keynote Speaker | 2020 Cyber Educator of the Year | Building the MSP Workforce Operating System

Client Success - Beyond The QBR - Real Talk & Strategies

4 Aug 2025 · 1 min

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1:00

In this introductory livestream segment, Mark from Empath launches the new series "Beyond the QBR," aimed at client success professionals—especially those working at Managed Service Providers (MSPs). He emphasizes that client success goes far beyond routine check‑ins, quarterly business reviews (QBRs), and CSAT scores. Drawing on his experience from Lifecycle Insights, Mark highlights common pain points such as messy onboarding processes, renewal roadblocks, and the difficulty of managing client expectations while turning small wins into lasting relationships. The series promises an unscripted, pitch‑free format where practitioners can ask questions and share real‑world experiences to improve how they serve their clients.

Chapters

All right, real talk. If you think client success is just about check-ins, QBRs, and making sure CSAT scores look good, you're missing the real magic. Hey, hey, I'm Mark with Empath, and I'm kicking off a brand new livestream series called Beyond the QBR. Those of you who don't know me, I came from Lifecycle Insights. Things like messy onboardings, renewal roadblocks, managing client expectations, and turning those small wins into long-term relationships. We're gonna be real here. No pitches, no boring scripts, just open conversation with folks who actually live this stuff every day. So if you're in a client success role at an MSP or wearing that hat on top of everything else, I'd love for you to join. Come hang, ask questions, and let's get better on how we serve our clients.