It’s a tough time to be in CS.
Are You Stuck in Reactive Mode?
You’re in meetings all day, putting out fires, managing a book of business, and still being asked to drive revenue.
Here’s what it might look like:
So how do you actually build a CS department that drives revenue – instead of just feeling like the cleanup crew?
You’re doing everything you can—and still not getting the results, recognition, or respect you deserve.
The unspoken rule? Keep grinding. Smile through it. Be grateful you even have a job.
Great news. It’s BS.
You don’t need to work any harder or longer.
Here’s what’s really holding you back.
You’ve been focused on what’s urgent – instead of what actually moves the needle.
That’s because no one ever taught you the bigger picture.
A CS department isn’t built overnight.
It’s built in stages.
And once you know which stage you’re in… you’ll know exactly what to do next.
Which Stage Are YOU In?
The 4 Stages are your simple, easy-to-follow, milestones that force you to say “no” to all other distractions, so you can focus on the one project you really need to do. Your goal becomes simple. Graduate to the NEXT Stage…
Each Stage Helps You to Easily Build an Overall Strategy Based on the Cornerstone of CS… CUSTOMER OUTCOMES.
Stage #1
Reactive
The REACTIVE Stage is where everyone starts. It doesn’t mean anything has gone wrong. Information is siloed so CSMs can’t be proactive — yet. They react to customer feedback as it comes. This is the time to really get to know your customers, their goals, and where your product fits into all of that so you can build the processes you need to take you to the next phase…
Stage #2
Informed
The INFORMED phase is the preparation for and rolling out of a CS tool. While not automated yet or fully informed by data, it still gives CSMs a place to track their accounts across the phases of the post-sale customer lifecycle, and gives much greater transparency into the customer base.
Stage #3
Proactive
The PROACTIVE Phase is where you have a tool, and it’s helping the CSMs stay on top of their book of business, and alerting them to possible risks and opportunities. Automations are based more on alerts than direct communications with the customer.
Stage #4
Prescriptive
The PRESCRIPTIVE Phase is a scaled, strategic CS program. It has defined, predictable paths for getting customers to their goals successfully, and maximizes customer led growth through positive NRR.
Finally! Discover How All the Puzzle Pieces Really Fit Together!
Customer Journey Mapping. Health scores. NRR. Customer Advisory Boards. …it’s a lot!
You’ve Got All The Pieces! Let me show you how they fit together!
You’ve put in the work. You’ve done the time. Countless webinars, numerous articles, and an endless sea of LinkedIn posts. Now what are you left with?
A bunch of “strategies” in your head, with no time to take action. And even when you DO manage to put something in place… the results are flimsy, at best.
Maybe it’s the economy.
Maybe if Product built what I keep telling them to.
Maybe if Sales did a better job…
If you’re like most, you have more REASONS than RESULTS!
The Customer Success Leadership Academy is your chance to finally see the big picture, connect all the pieces together, and take the RIGHT ACTION that produces the results you truly want!
Instead of force-feeding you a plan that doesn’t work for you, I’ll give you the framework to create a plan and a strategy that fits Your Product, Your Strengths, and the needs of Your Customers.
I’ll help you create a plan that works for YOU!
That’s what the Customer Success Leadership Academy… is all about!
So, what exactly IS The Customer Success Leadership Academy?
The Customer Success Leadership Academy is a Program That Teaches You the Strategies, Leadership, and Mindset You Need to Build a World-Class CS Organization that Lights You Up!
How I Built World-Class CS Departments – Over and Over
I have been a Customer Success Leader for over 15 years, and I remember the first time I stepped into that role. I was so excited!
Until I realized that it was an entirely different job from the one I had before — and no one had trained me for the new one.
I was great with customers, but when it came to strategy and people management, I was making it up as I went along.
I didn’t know when to zoom out on strategy or how to get the most out of my team. I was working so hard but making so little progress and I was beyond frustrated.
I bumped my head on EVERY obstacle along the way – so you don’t have to.
I’m happy to say that over a decade later, I love being a Customer Success leader! I’m confident in my abilities – no imposter syndrome here – and I genuinely love what I do.
The thing is – it took a long time to get here. I loved the role but I struggled with so many challenges for years, when I could have been thriving if someone had just given me a roadmap.
Once I nailed things like:
- Tying CS to Revenue
- Using data to drive my strategy
- How to delegate without sacrificing quality or overloading my team.
- The secret to “Executive Presence”
- How to get everything done without burning out…
Once these were in place, it became clear there was a repeatable process for building and scaling a CS department effectively – and it worked no matter where I tried it!
From Seed Stage to Fortune 500 Company. From High Touch Enterprise SEC Filing Software to a B2C Low-Touch Scaled Scheduling Software…
So I did what any good CS leader would do… I scaled it so it would be available to more people!
Rachel Has Been Featured In:
How to Focus on the 20% of Activities that Generate 80% of Your
Results – Even when you have “NO TIME”!
If you’re constantly stuck in meetings all day, fighting fires on your lunch break,
and catching up on YOUR work at night.
That system will keep you stuck in reactive mode forever.
The CS Leadership Academy prioritization system teaches you the clarity, focus, and boundaries you need
to create the RESULTS you’re looking for!
…and I want to show you how to use it!
Let’s Do This!
No matter which STAGE you are in right now, I want to give you everything you need to Complete ALL FOUR Phases.
If you’re ready to graduate from Reactive CS so you can move beyond the frustration and overwhelm…
Then I can help.
After 15 years of building and scaling revenue generating CS departments – and teaching others to do the same, I developed a methodology and framework that will give you the clarity to focus on the RIGHT things and finally receive the results you’re after!
This is… The Customer Success Leadership Academy.
Introducing
SEE WHAT’S WAITING FOR YOU INSIDE ONCE YOU BECOME A MEMBER…
INSIDE YOU’LL DISCOVER:
- How to Prioritize your work so that you can work on the RIGHT things (and STOP trying to do EVERYTHING!)
- The simple calendar trick that allows you to create more time in your day devoted to strategy- no matter what else is going on
- Set “kind boundaries” – so you can finally say NO… without burning bridges or feeling guilty!
Now that you’ve actually got time for it,
we’ll move on to…
INSIDE YOU’LL DISCOVER:
Segmentation
Tiered Engagement Programs
Customer Journeys
Customer Value Realization Maps
Success Plans
Onboarding
Digital CS
CS Tools
Customer Health
Advocacy Programs
Voice of the Customer Programs
Customer Advisory Boards
And so much more including…
- What to Actually Focus on in Your Business so you can grow more while working less.
- The Key Foundational Piece that CS leaders miss that keeps them from making Real Progress.
After that, we’ll tackle…
INSIDE YOU’LL DISCOVER:
- The exact conversations to have with each department to start having a great relationship with Product, Sales, Market, and Support – even if you’ve butted heads before!
- The one thing you should NEVER say to the C-Suite – and what to say instead.
- How to provide massive value – without adding to your to-do list.
Then it’s time for…
INSIDE YOU’LL DISCOVER:
- HOW GET OUT OF PLAYER/COACH 🎉🎉🎉
- Team structure and capacity planning
- How to lead team meetings people actually WANT to attend
- The simple strategy that helps you manage difficult employees
- How to DELEGATE – and have your team thank you for it!
And finally, we’ll tackle
INSIDE YOU’LL DISCOVER:
- Beat imposter syndrome, once and for all.
- The secret to Executive Presence… (It’s not what you think!)
- How to change your beliefs about what you’re capable of.
- Develop real, authentic confidence you will take with you for the rest of your life.
- Discover how to notice when your thoughts are lying to you.
By the end of these 5 Modules, you’ll have completely transformed the way you think and act in your role. You’ll be ready to take on any challenge, and a company that sees your value – and the value of CS.
THE CS LEADERSHIP ACADEMY ISN’T JUST VIDEOS & EXERCISES…
I created The CS Leadership Academy to be the clearest, most effective way for you to go from stressed out to successful — from Imposter Syndrome to Confident Leader.
But I also created it to be the most supportive.
Got a question? Doubts? Uncertainties? Something — anything — not making sense?
Not clear on how to implement, or whether you’re moving in the right direction? Or how a particular solution works specific to your company and your customers?
I’VE GOT YOU COVERED.
The Real “Secret Sauce”
THAT MAKES THE CS LEADERSHIP ACADEMY SO TRANSFORMATIVE
There are a number of programs and courses out there that promise the same kinds of results as The CS Leadership Academy.
Maybe you’ve even bought into one or two only. to be disappointed. And maybe this is starting to sound like more of the same.
Well, the truth is few, if any of them, can deliver like the CS Leadership Academy does for one simple reason:
THE CS LEADERSHIP ACADEMY FOCUSES NOT JUST STRATEGY. BUT ON MINDSET AND EXECUTION — BECAUSE JUST HAVING THE INFORMATION WON’T GET YOU TO THE NEXT LEVEL.
I Have Some Extra
“GOODIES” For You
The 5 main modules of CSL will completely transform the way you approach CS. But that’s only the beginning.
When you join The CS Leadership Academy, you also get 2 Massive Bundles to make your progress even faster and your success even easier, and tools that simplify everything you do!
starting with
Unlock the Ultimate CS Resource Library
OK. This is it! THIS is the piece you’ve been waiting for! 21 (yup, 21!) of my proven step-by-step resources, playbooks, and plug-and-play templates ready to follow yourself, or hand off to your team for instant implementation!
I’m not much of a sports person… but I do know that when the stakes are high like the World Cup or SuperBowl, the lead player doesn’t go in just hoping things go well… their coach has provided them PLAYBOOKS! So they have a repeatable process that guarantees success – even when things don’t go as planned…
Wait wait wait… you can’t possibly use the same playbooks for all customers, touch levels, and products… can you?
The answer is yes – because these are customizable. I show you the right questions to ask so you can fill in the blanks for what needs to go in the playbook – Mad Libs style…
And these aren’t just lifecycle playbooks… they help you with the sticky situations no one talks about…
The Career Accelerator Program
THAT WILL GET YOU PROMOTED
You also get my ULTIMATE Promotion Accelerator Program. This goldmine pays for the course 10X over!
This is a fool-proof system with scripts, templates, and a presentation that has over a 95% success rate at landing raises and promotions!
YOU’LL GET:
THE COMMAND CENTER
COMPLETE PRODUCTIVITY SYSTEM
Feel like you can’t remember your own name? THIS is the piece didn’t know you needed! The organizational system that allows you to STOP trying to keep track of things in your head, your inbox, or Slack.
This takes all the NOISE distracting you from building your CS Growth Engine and puts it in ONE PLACE, where it’s easy to see what you need to do NOW and what can wait.
It also gives a visual representation of everything on your plate — so that your boss can finally see just how much you’ve been handling, and get approval for more headcount.
ACCESS OUR PRIVATE masterclass Library
Every cohort, we host incredible guest speakers who are experts in their specific topic.
We’ve had:
- Adil Dittmar – an Expert on AI in CS (and CSLA Alum!)– who showed us how to get started leveraging AI in CS.
- Erika Villarreal – author of “Raising the Bar” who gave us proven strategies and tips to help your CSMs succeed in their roles
- Nick Morris – from Gainsight went over the Foundational Elements of Customer Success & How to Revamp Your Health score – so it actually works!
- Dan Ennis – from Monday.com will teach us the EASY way to start and scale a digital CS program.
- Jenelle Friday – brought her signature Tactical Emotional Intelligence Education to CSLA teaching us how to gauge our self awareness and harness our emotions in personal and professional success.
These ESSENTIAL Resources and MORE
All Available inside The CS Leadership Academy!
Being a CS Leader can be lonely – trying to figure everything out on your own and having no one to talk to when you have questions or doubts.
THAT NEVER HAPPENS AGAIN ONCE YOU JOIN OUR CSLA PRIVATE COMMUNITY.
You surround yourself with a brilliant support network. Once that answers your questions, picks you up when you’re down, and gives you the kick in the ass you need to stay on track and true to your goals.
NOW HAVING SAID ALL THAT…
The CS Leadership Academy is Definitely NOT for Everyone
CSLA leaders say The CS Leadership Academy is the most complete, comprehensive way to build a thriving CS Department your whole company will appreciate.
It’s not just CS theory – it refocuses your mindset so you can start thinking like a Leader quicker than you could on your own. And then you get all the templates you need to execute like one – while navigating organizational politics like a pro. But… it’s definitely not for everyone.
If you’re looking for a magic button or a “just add water” method that will build and scale your CS department in three months, the CSLA is not for you.
THE CSLA IS DESIGNED TO SHOW YOU HOW TO BUILD A SUSTAINABLE, SCALABLE, REVENUE-GENERATING GROWTH ENGINE.
IN OTHER WORDS… A REAL CS DEPARTMENT. SO IF YOU’RE ONLY OUT FOR A QUICK, EASY WIN, KEEP LOOKING.
If you’re thinking about breaking into CS… CSLA probably isn’t right for you… yet.
To get the most out of CSLA you should, at a minimum, be in a leadership position already – whether that’s Manager of CS, Team Lead, Director, Head of CS, VP… or even if YOU ARE CS department (Founding CSM), where you either set strategy or manage others — preferably both!
FINALLY, IF YOU’RE A NEW CSM, IT’S PROBABLY NOT A GOOD FIT.
CSLA IS TARGETED FOR CS LEADERS WHO WANT TO BUILD AND SCALE REVENUE-GENERATING CS DEPARTMENTS.
That said, if you’re ready to start playing to your strengths and you’re willing to put in the necessary time and effort (yes, there is time and effort involved) to build the Department you KNOW is possible… then here’s your chance!
“I finally got out of player/coach. I got three additional headcount. And they want me to start presenting at board meetings!”
Walter Darrough, Director of Customer Success
LISTEN…
Nothing Will Work For You If You Do Nothing.
It does cost me and my team time and money to process refunds, so if you’re not planning to do the work and take the steps in the program, you’re “just curious”, please be considerate and skip it.
HOWEVER…
If you are committed to showing up, staying coachable, and doing the work, you will get MASSIVE results.
I’m promising you the most reliable path to the department and career you’ve always wanted. By transforming you from a stuck, stressed-out CS Professional, still stuck in an employee mindset, into the confident Leader you need to be. And giving you all the tools and resources you need to get those results…
But you have to have skin in the game too. You have to do the work.
So here’s the deal I’m making with you right now…
SO… WITH YOUR SUCCESS ALL BUT GUARANTEED, YOU’RE PROBABLY WONDERING…
OK, HOW MUCH IS MY INVESTMENT?
The CS Leadership Academy may not be cheap, but it shows you how to get real results. It’s not some $49-a-month membership program or a $99-a-year newsletter subscription.
It’s an investment in yourself that pays huge dividends in your future.
One that will pay you back for the rest of your life by transforming you into a world-class leader with the results to prove it. The kind of leader who is always in demand.
Even better, it’s a transformation that frees you from the imposter syndrome, perfectionism, and people-pleasing to give you real, unshakeable confidence you can feel in your bones.
It’s EXACTLY what I teach in my $10,000 private coaching but for a fraction of the investment.
And when you weigh all that against the investment and what it will do for you and your career, then it’s an easy choice.
And because I’m committed to making The CS Leadership Academy as accessible as possible so as many budding CS Leaders who want to, can use it to make their dreams a reality…
The CS Leadership Academy is usually $5,000.
If that saves you just ONE customer – it’s more than paid for itself.
However, because things have been so difficult with the economy lately, I’ve decided to take up to 40% off. For the one time investment of just $5,000 $2997.
And because I want it to be as easy as possible for anyone to join, I’ve added a six month installment plan of only $549 per month.
THAT’S RIGHT! YOU CAN JOIN US INSIDE THE CS LEADERSHIP ACADEMY FOR JUST $549 TODAY!
The biggest thing that has changed for me is the strategic focus. Saying no with my calendar, and having a plan.
I’m not working all hours anymore. I feel much more productive and accomplished at the end of the day.
The biggest thing that has changed for me is the strategic focus. Saying no with my calendar, and having a plan.
I’m not working all hours anymore. I feel much more productive and accomplished at the end of the day.
Amy Bates, Director of Client Success
This course has been nothing short of incredible. From the content to the conversation facilitation to the people and experiences you brought together.
I can’t wait to revisit modules especially as challenges arise. I now feel like I have a team outside my own org I can confide in, new sounding boards, and new friends.
This course has been nothing short of incredible. From the content to the conversation facilitation to the people and experiences you brought together.
I can’t wait to revisit modules especially as challenges arise. I now feel like I have a team outside my own org I can confide in, new sounding boards, and new friends.
Dana Apruzzese, Director of Customer Success
I cannot overstate how incredible The Customer Success Leadership Academy is!
It’s been an incredibly practical resource for me, providing actionable takeaways that I could implement immediately and it really boosted my confidence.
I cannot overstate how incredible The Customer Success Leadership Academy is!
It’s been an incredibly practical resource for me, providing actionable takeaways that I could implement immediately and it really boosted my confidence.
Tracie Zamiska, Customer Success Leader
From the moment I started working with Rachel, it was evident that she genuinely cares about everyone’s well-being and success.
She is always willing to go the extra mile and help her students grow. She also has a rare combination of expertise, insights, and compassion, which has consistently impressed and inspired me.
From the moment I started working with Rachel, it was evident that she genuinely cares about everyone’s well-being and success.
She is always willing to go the extra mile and help her students grow. She also has a rare combination of expertise, insights, and compassion, which has consistently impressed and inspired me.
Christina Chiu Smigie, VP of Partner Solutions & Services
SO, LET’S RECAP!
When you join The CS Leadership Academy you get instant access to the 5 ESSENTIAL CSLA training modules — the videos and exercises that transform you from the Struggling CS Leader into a Confident Executive (Value $5,000).
💎 Plus you get access to the Ultimate CS Resource Library including 21 (and growing!) of my Proven Templates and Step-by-Step Guides – so you never have to build anything from scratch!
(Value: $3,000)
💎 12x LIVE Group Coaching Sessions to answer your questions, clear up doubts, and keep you motivated and on track!
(Value: $6,000)
💎 An exclusive private community of like-minded CS leaders who can help support, motivate, and inspire you while keeping you accountable on your journey to success.
(Value: $1,200)
💎 The Promotion Accelerator that shows exactly what you need to do to get promoted – including scripts, email templates, tracking tools, and a formal presentation.
(Value $7,500 )
💎 Your own Command Center – an organizational system that lets you outsource your brain. So you can always stay on top of everything – even when things are crazy!
(Value: $1,500)
💎 Masterclass Library and Guest speakers – CS Leadership Experts in topics like AI, Scaling CS, Optimizing Health Scores, and so much more!
(Value: $2,000)
💎 CS Leadership Certification to enhance your credibility in the field and showcase your commitment to growth.
(Value: $500)
💎 Lifetime Access to All Updates – We constantly update this course to keep it up to speed with the latest developments in the Customer Success field, so you always get what works NOW – not two years ago .
(Value: $2,500)
THAT MAKES EVERYTHING YOU GET WORTH NEARLY $30,000!
($29,500 to be exact…)
So Now It’s Time for You to Make One of Two Choices…
The first choice is to continue to try to do it alone. And as you already know, if you keep making the same choices… then nothing changes.
But, if you already know that you want to make incredible progress in your department and skyrocket your career, then your choice is obvious: join us inside The CS Leadership Academy and start your transformation into the Confident CS Leader you know you were meant to be.
Simply click the button below and my team & I will be waiting for you inside!
But if you’re still on the fence, wondering whether to take the leap, let me share one last thought with you, maybe you’re thinking…
“It all sounds great, but I just don’t have the money, energy, or time right now”
…then you’re not making the choice at all. You’re letting your limiting beliefs make your choices for you. And as you know by now, that’s not how a Confident and Effective CS Leader operates. Our “circumstances” are mostly in our heads. They’re “time and money” excuses we make because we’re not willing to step up and play a bigger game.
It’s never going to be the “right time”. And You’ll never be less scared.
That’s what True Leaders understand. And now, so do you.
Save Your Seat! Limited Spots Available!
IF THIS SOUNDS LIKE WHAT YOU NEED, AND YOU’RE FINALLY WILLING TO MAKE THAT COMMITMENT TO YOURSELF AND YOUR CAREER, I PROMISE YOU, CSLA WILL BE YOUR PATH TO SUCCESS!
IN FACT, I’LL EVEN GUARANTEE IT!
IN FACT, I’LL EVEN GUARANTEE IT!
I’m going to give you 30 days — one-third of the program — to try CSLA and see that it will deliver the results I’m promising you. If it doesn’t, then all you need to do is contact my team and they’ll happily refund your investment.
IMPORTANT
OK… If You’re Like Some People Reading This, You May Be Thinking, “I WANT To JOIN CSLA, But I Can’t Afford IT.” This is for you:
The fact that you’re on this page means that you KNOW you need a program like the CS Leadership Academy to get you to the next level.
If this applies to you, what you’re about to read is the most important thing you’ll ever read about your career.
If you want to join The CS Leadership Academy and think you can’t afford it, then you’re battling between two different parts of your brain. The part that is reactive and fear-based, and the part that is logical and results-based.
Listen up – because what you do next will determine what ultimately happens to your career. The fact is, this is a symptom:
You will never be able to get out of reactive mode in your customer success department if you can’t get out of reactive mode in your head!
The fact that you think it’s not possible is because you’re afraid. That’s totally normal. It’s scary out there.
In a tricky economy, investing in the tools to KEEP your job is a better value than saving that money IN CASE you lose your job. It’s better math. It just feels scarier.
Here’s how:
If you’re here, you aren’t 100% confident that what you are doing in your CS department will work. Whether you have never been taught how to run a CS department, or what you’re doing isn’t working… doing the same thing you’ve been doing and hoping for the best is a bad strategy for job security.
With the average CS job hunt taking 6-9 months, it will cost you FAR more NOT to have the skills, tools, and influence you need to succeed in your role. These tools help showcase the value of CS and protect the department.
I hate to say this, but I’m guessing six months without salary would cost more than $2997.
Now, if you’re worried about your ability to show up…
If you’re afraid you won’t be able to show up and get the results from this program because you’re too busy, or your company is too crazy… or maybe you just don’t have what it takes…?
When that’s exactly what this program is designed to SOLVE.
THE QUESTION HAS CHANGED
If you’re going to truly be 100% responsible for your career, the question is no longer can I afford it, it’s now:
“HOW do I be 100% responsible and MAKE this happen?”
If you’re going to stop here and do nothing different, do you know what that means? It means you won’t stretch yourself out of your comfort zone, it means you’re driven by fear, it means you’re not cut out to run a department and lead a team, and it means you’re going to remain stuck trying to do the work of five people and wondering why you’re struggling.
So, let’s go back to what I said was the most important question you could ask yourself.
Are you going to be 100% responsible for the success of your career?
If you are, then get enrolled in CSLA and if you’re not, you can click off now.
But CHOOSE Quickly!
Because this registration period won’t be open forever…
Membership in The CS Leadership Academy is only open until 11:59 PM EDT on June 6th! After that, it’ll be quite some time until you have a chance to join again.
You’ll miss out on the chance to transform yourself, your career, and your life.
You CAN do it. With the right mindset, with the right tools, and with the right support, you can transform your life and career. And my whole team and I will be there to help.
So don’t waste another quarter, another year, dreaming about what could be.
— AND BECAUSE I ACTUALLY GIVE A FAQ!
Your Most Popular Questions, Answered:
Have a pressing question you need answered before enrolling in The CS Leadership Academy?
Below is a list of the most common questions I’ve been asked. If for some reason you don’t see your question, just reach out to our LIVE Support Team email the head of my Support Team, support@provansuccess.com so we can help. Sound good?
1. What makes the Members of The CS Leadership Academy and all the Testimonials I’ve Seen So Successful?
The CS Leadership Academy was specifically crafted with the new Customer Success Leader in mind. What makes THIS program different than any course you’ve ever taken can be broken out into three distinct reasons:
#1. Psychology – Beginning with an OBSESSION with why some succeed and others fail, I set out to create a program that will help you cause a BREAKTHROUGH in results for your department. I don’t just tell you what to do, you get an experience of producing real results for yourself.
#2. Prioritization and Time Management – Inside CSLA, we talk at a high level. I talk to you as the CEO of your department… not the technician. I’ll force you to cut out overwhelm by focusing on what will really move the needle on NRR – customized for your product and your customers.
#3. A CUSTOMIZABLE PLAN – Because “It Depends…” CS is different. YOU are different. The CS Leadership Academy shows you how to create the right plan for your company based on the needs of your customers, and the needs of your Executive Leadership Team… Then, you get the EXACT steps necessary to execute your customized plan.
2. How is this different from your 1:1 coaching? Will I get as much out of it?
This program was created because I felt I could be serving you BETTER with this model.
Here’s why:
When I was teaching strategy, leadership and mindset 1:1, half of our sessions would often be taken up by me explaining the concepts. I realized that if I put the teaching part in a portal, my students would have more time to get coached on their specific issues.
I also noticed that so many CS leaders felt alone.
They thought they were the only ones who couldn’t figure it out when in reality, most of you are being held to impossible expectations. It’s one thing when I say it, it’s another when you hear it from fellow CS Leaders in the trenches.
There’s a large component of this that is psychological, with learning boundaries, perfectionism, people-pleasing… all that fun stuff. It’s hard to fully see how it’s holding you back until you see it mirrored in those around you. As my coach says, “You can’t read the prescription bottle from the inside.”
So the community aspect is incredibly valuable, not just for that, but because, the questions that get asked in these kinds of group coaching calls benefit everyone. Because even if you didn’t have that exact question YET – you probably will soon.
And finally, by having all the strategy, leadership, and mindset teachings in a portal that you have lifetime access to, you don’t have to try to keep everything in your head or some random Google doc that gets lost in the black hole of Google Drive.
So add on to that, I’m able to serve more people at a lower price point than I can for 1:1, which is important to me.
3. What’s the call schedule? What happens if I can’t make one (or more)?
We’ll have weekly calls at 12pm EDT to accommodate for as many time zones as possible.
If you can’t make a call, don’t worry! I’ll record and post it in the community to view later, and you can submit questions or get coached asynchronously via the community.
We have plenty of students in APAC who never attended calls live but watched the replays and still had tremendous success in the program.
One factor in this is that I teach you to take control of your calendar so you won’t be constantly missing calls due to whatever someone deems “urgent” that day. You’ll be able to show up, focus, and feel good about it.
4. What’s the time commitment / How many hours do I need to dedicate to CS Leadership Academy each week?
Generally about an hour and a half each week. One hour for the call, half an hour of watching video lessons.
I’ll be pacing you through the video lessons in the portal, so you’ll have those to watch before our coaching calls (about half an hour of videos per week) and then an hour of coaching. That said, the things I teach are highly actionable and practical, so if you want to work during the week to apply them in your work life, I can help support you in how to do that in a very manageable way.
If you fall behind…
No one is going to be mad at you or throw you out. No matter what, being a CS leader is a stressful job. This is here to remove stress from your life. Not add to it.
Plus, this doesn’t only give you value DURING the course. You’re meant to go back to it throughout your career as a CS leader. You cannot possibly use all of it in three months. But there’s additional support available after the course if you need or want more it.
5. Do I get some sort of certification?
Yes!
You will be a Certified Customer Success Leader and you will receive a certification from the Customer Success Leadership Academy and a badge you can display on your LinkedIn upon completion.
6. Will my company pay for it?
Maybe. (You can give them THIS BROCHURE to review when asking)
I always like to point out to companies that if this course helps you save even ONE account, it’s more than paid for itself. All the rest of the impact it has is just additional money in their pocket.
That said, just like no company paid for you to go to college, they may not pay for something that is really an investment in yourself and your career.
Here’s why I encourage you to make the investment on your own though:
It’s risk-free for 30 days. Don’t think it’s worth it? I’ll give you your money back.
Those who invest in themselves tend to get even better results – they have more skin in the game.
I teach you how to get raises and promotions – exactly how to document your successes, and how to present them back to your boss so that your worth is undeniable, plus what to say in a negotiation to keep it a POSITIVE experience for everyone. Most of my 1:1 clients have made their money back using these techniques.
I will never ask you to do something I haven’t done myself. I have made this kind of investment in myself multiple times. Every single time it has paid me back at LEAST double what I put in – often more. (But I still get a little nervous every time I make that big a bet on myself. It’s normal.)
In the end, it’s your career – not theirs. Leaders take action.
Don’t let anyone else decide if you’re “worth” investing in.
7. I don’t have a team. Does this still make sense for me?
Maybe. Are you building a CS department from scratch and the only one in the department right now? Yes this will help you a lot.
Are you an experienced CSM looking to get promoted – yes. Let me be clear – you can lead from wherever you are! And when you know how to do that the right way… your title catches up quickly!
However if you are completely new to customer success, or you don’t have a firm foundation of how to be a great CSM… this isn’t the course for you.
IT’S FINALLY YOUR TURN…
READY TO BUILD A WORLD-CLASS CS ORGANIZATION & SKYROCKET YOUR CAREER?