In the complex landscape of customer success, the downsell isn't a failure, it's a critical moment of truth. Too often, teams view a downsell as a lost cause, when it should be seen as a powerful signal for intervention and retention. Alan Merenbloom, Director of Customer Success at Plume Design, will share his team's strategic approach to navigating these situations. This session will explore how to leverage voice of the customer data to identify the early warning signs of churn and how to pivot to downsell. Attendees will learn how to use customer feedback, product usage data, and behavioral cues to proactively address a customer's changing needs, align on a new path forward, and strengthen the relationship to prevent churn before it ever happens.