Onboarding Therapy #8: Why Blaming Sales Doesn't Work (A Candid Chat with Arrows' Head of Sales)

We've all been there. A new customer signs up, and within days you realize their expectations don't match reality.

The knee-jerk reaction? Blame sales.

They must have oversold or overpromised, right?

But in our latest episode of Onboarding Therapy, a candid conversation with our Heads of Sales, Customer Success, and Operations revealed why this reaction hurts everyone, especially your customers.

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The Cost of Playing the Blame Game

When a customer’s onboarding experience starts to go sideways, it’s easy for customer success (CS) teams to assume sales oversold or set unrealistic expectations. However, this reaction creates a dangerous cycle: internal friction grows, trust erodes, and the customer experience suffers.

When CS contradicts what sales has promised, even subtly, it damages trust with the customer. Instead of openly pointing out inconsistencies, teams should address concerns privately, then present a united front to the customer. A simple follow-up like, "Let me double-check that with sales and get back to you," can prevent long-term trust issues.

Customer churn rarely happens because of one team alone. It’s often a mix of misaligned expectations, unclear communication, and process breakdowns. Fixing these issues requires collaboration, not finger-pointing.

Why Sales and CS Approaches Are Naturally Different

Sales and CS teams attract different types of people, and for good reason. Sales reps are motivated by closing deals and hitting targets, while CS professionals are often driven by a desire to nurture relationships and deliver long-term value.

For sales, success is often tied to outcomes they can’t fully control, like whether a deal closes. For CS, frustration can come from unexplained churn or feeling like they’re constantly reacting instead of proactively solving problems.

These differences are strengths. Sales brings energy and momentum into a customer relationship, while CS builds trust and drives adoption. The key is ensuring these strengths complement each other rather than clash.

How Early Collaboration Builds Trust

Involving CS earlier in the sales process can bridge many of these gaps. When onboarding experts join key sales calls, especially for larger or more complex deals, they help set accurate expectations and start building customer relationships before the deal is closed.

However, this involvement needs boundaries. CS can’t join every sales conversation, and sales reps need to act as gatekeepers to ensure onboarding teams aren’t stretched too thin. Clear guidelines on when to involve CS can prevent over-reliance while still delivering value where it matters most.

At Arrows, this collaboration is amplified by visibility. CS leaders are often featured in customer-facing content, which helps customers build familiarity and trust even before their onboarding begins.

End-of-Month Chaos: A Shared Challenge

End-of-month deal closures often create tension between sales and CS. Sales teams are under immense pressure to hit quotas, while CS braces for a wave of new customers to onboard.

Instead of viewing this as a recurring problem, teams should see it as an opportunity for better planning and communication. Preemptively aligning on end-of-month expectations and having clear handoff processes can reduce chaos and ensure customers feel supported.

Tactics for Better Alignment Between Sales and CS

1. Private Debriefs: Discuss any inconsistencies between sales promises and onboarding realities internally before addressing them with customers.
2. Pattern Recognition: Track recurring issues and bring them to joint sales-CS meetings to address at the process level.
3. Clear Handoff Protocols: Standardize what information sales shares with CS during handoffs.
4. Shared Accountability: Align team incentives around customer outcomes, not isolated team goals.
5. Regular Check-Ins: Create space for ongoing collaboration between sales and CS leads.

Trust is the Ultimate Goal

At the core of successful alignment between sales and CS is trust. Trust between teams, and trust with customers. When customers feel like they’re getting consistent information and support across their entire journey, they’re more likely to stay, grow, and advocate for your product.

For teams, trust means assuming positive intent, addressing concerns directly, and focusing on shared goals rather than individual frustrations.

Moving Forward

Sales and CS will never be perfectly aligned, and that’s okay. Their goals are inherently different, but their success is deeply intertwined. The goal is to create an environment where both teams communicate openly, collaborate effectively, and stay focused on delivering value to customers.

The next time a customer churns or expectations go awry, pause before placing blame. Look at the systems, processes, and communication channels that might have contributed, and address those together.

Want More Insights?

This discussion came from our weekly Onboarding Therapy series, where we dig into real challenges in customer success and onboarding. Subscribe to join the conversation and hear more honest discussions about building better customer relationships.