The Cost of Free: Rethinking What We Charge For in CS

Charging for Customer Success services isn’t new — but it’s still a hot debate. Should onboarding, QBRs, and consulting always be free? Or are we giving away real value without realizing it? If you’ve ever wondered where to draw the line — and how to talk about it without upsetting customers — this is the place to get clear, practical answers.

On Wednesday, September 3rd, join Clare Knight and Jaime Moquin for a straight-talking discussion on when and how CS teams should charge for their services. You’ll hear real examples, practical frameworks, and positioning tips you can use right away. No slides. No fluff. Just the kind of tactics you’ll want ready when the question comes up.

Here’s what we’ll cover:

• The perception gap – Why paid advice often gets more buy-in than free guidance from internal CS teams.
• Service scope clarity – Where core CS ends and premium consulting begins.
• Decision frameworks – How to weigh effort, impact, and customer perception before putting a price tag on it.
• Positioning without pushback – How to introduce paid services without losing trust or sounding salesy.
• Lessons from the field – What’s worked (and what hasn’t) for others who’ve made the shift.

*Can’t make it live? Register to receive the recording!