How do client success leaders balance customer trust with business outcomes? This session will explore what it means to act as a true strategic partner - building strong client relationships while still driving toward renewals, expansion, and long-term value. Drawing on real-world experience, Kylee will share practical ways to navigate competing priorities, lead with empathy, and create outcomes that benefit both the customer and the business. Key takeaways: - How to balance client needs with internal business goals - Ways to build trust without losing sight of commercial outcomes - What it looks like to act as a strategic partner, not just a service contact - Practical approaches for handling tension around renewals, expansion, and value delivery - How empathy and relationship-building strengthen long-term client success