Get Promoted

The Proven System for Building a Revenue-Generating CS Team

That makes you impossible to ignore…

A psychology-backed program that teaches you how to lead with strategy, build a high-performing team, and get recognized by execs.

I got promoted twice in under a year from Sr. CSM to VP – and now I’m on the Exeutive Team! It wouldn’t have happened without The CS Leadership Academy

Jessica Szivos, VP of Customer Success, Invisory

jess szivos

It’s a tough time to be in CS.

 

 

Budgets are shrinking. Expectations are rising. And you’re being asked to prove value fast—without the tools or support you need.

This program shows you how to make your value obvious— so leadership sees you as essential, not optional.

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:

 

 

  • I’m either in back-to-back meetings or putting out fires all day…
  • I’m working myself sick but I don’t feel like I’m making any real progress…
  • No one here seems to understand CS…
  • I’m working so hard for renewals and upsells, but Sales and Product make my job impossible…
  • I feel like I don’t know what I’m doing… Maybe I’m not cut out for this…

You’re doing everything you can — and still not getting the results, recognition, or respect you deserve.

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.

The 4 Stages of Building a Revenue-Driven CS Department

Most CS leaders are drowning in strategies, templates, and shiny objects.

The 4 Stages give you a clear path so you can stop second-guessing yourself and focus on what actually matters.

Which Stage Are YOU In?

The4 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.

THE REACTIVE PHASE

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…

informed 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.

proactive phase

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.

prescriptive phase

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.

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!

Introducing

WHAT YOU’LL LEARN: THE 5 ESSENTIAL MODELS

Module 1:
Time Management

Start owning your time.

Say goodbye to back-to-back meetings, and working overtime, while your department stays stuck in reactive mode…

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…

Module 2:
CS Strategy

This isn’t just CS Theory.

It’s how to make CS work in the REAL WORLD – with logical steps that turn a reactive “miscellaneous department” into a Predictable Growth Engine… one step at a time.

Always know EXACTLY what to do next to move your department forward – no matter where you’re starting!

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.

Module 3:
Cross-Functional Collaboration

They just don’t GET CS…

It doesn’t matter how great your CS Department is…

If other departments don’t see your value, you’re going to struggle to get buy in… and budget!

CS can be a huge asset to every department, but YOU have to lead the dance. When you provide them with real value, other departments stop throwing random work your way.

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.

Module 4:
Leadership

Leadership is not intuitive. (Even if you’re great with people…)

Especially if you’re still working from a CSM mindset…

In this module you’ll learn the Human-First techniques to build a motivated and high-performing team that allows you to work less, and feel incredibly fulfilled.

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!
mindset

Module 5:
Mindset

You know what you need to do to succeed…

So why aren’t you doing it???

You may be suffering from… having a human brain.

But we there are ways around that!

Discover the game-changing techniques from Cognitive Behavioral Therapy and Neuroscience that let you outsmart your brain – so that you can stop letting people-pleasing and perfectionism get in the way of your success.

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.
Kristi Faltorusso
anika testimonial

HOW THE PROGRAM WORKS

The CS Leadership Academy combines self-paced learning with live group coaching and community support.

Here’s what you get:

✅ 12 Live Group Coaching Sessions – Weekly calls where you get coached on your specific challenges, ask questions, and learn from other CS leaders in the trenches

✅ 5 Core Training Modules – Self-paced video lessons (about 30 minutes per week) that teach you the strategy, leadership, and mindset you need

✅ Private Community – An exclusive space for CS leaders to support, motivate, and inspire each other while keeping you accountable

✅ Lifetime Access – Come back to the materials anytime throughout your career as a CS leader

✅ All Bonuses & Resources – 21+ templates, toolkits, and frameworks you can use immediately

Time Commitment: About 1.5 hours per week (30 min of lessons + 1 hour coaching call)

When you Start: We review applications on a rolling basis and only accept 5-8 new students per month. Once approved, you’ll start within 2-4 weeks

Program Length: 12 weeks

amy

“I’m not working all hours anymore. I finally feel productive and in control of my day.

Amy Bates, Director of Client Success
Phoebe Testimonial

“We’ve beaten our churn target five quarters in a row, and our NRR keeps climbing.”

Phoebe Vollers, Director of Customer Success
Rachel Askin

 

It was like an MBA for Customer Success — I was able to pitch myself confidently and land a Director Role!

Rachel Askin, Director of Customer Success
WHAT YOU’LL GET:


BONUSES & RESOURCES

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!

Bonus #1

Unlock the Ultimate CS Resource Library

OVER 30 TEMPLATES AND RESOURCES INCLUDING…

  • The Customer Value Realization Map– The foundation that builds your entire CS Strategy… Once complete, you’ll have your: Lifecycle Playbooks, Risk and Expansion Playbooks, and Customer Facing Success Plans,

  • The Delegation Worksheet – “It’s easier if I just do it myself…” Not anymore! Your team WANTS to help you with strategic initiatives – even if they’re busy!

  • The Use Case Tracker– Increase stickiness and upsell with this resource that breaks down outcomes by industry

  • The Weekly Team Meeting Agenda This meeting could not have been an email… The framework for a meeting everyone actually looks forward to.

  • Performance Improvement Plan (PIP) Toolkit A clear and simple process for difficult situations that puts the responsibility in the employee’s hands.

…and we just keep adding MORE!

Bonus #2

The Career Accelerator Program

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:

  • Skills Gap Analysis so you can see where you are, and exactly what you need to know to get to the next level.

  • A Development Planner to keep you on track to get experience with every skill necessary to reach the next level – and prove your experience to your boss…

  • An Accomplishment Tracker to document benefits and revenue you’ve contributed – so you have hard evidence of your value.

  • The Promotion Presentation that outlines where you started, and how far you’ve come since you took this position – and makes your promotion request undeniable.

Bonus #3

THE COMMAND CENTER

Your 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.

THE 4 ELEMENTS OF THE SYSTEM INCLUDE:

The Cockpit – Outsource your brain…
Where you can see the status of everything on your plate in one centralized location – so you can stop trying to keep things in your head. (It’s what’s making you exhausted!)

The Reference Library – Face it – you’re not going to watch that webinar…
Stash interesting-looking webinars along with articles, newsletters, and templates under the right CS category so that you can use them when you need them… rather than letting them make you feel guilty by sitting in your inbox…

The Project Manager– Turns overwhelming projects into Simple tasks with Ai
Effectively chunk down large strategic initiatives into manageable tasks you can knock out one by one.

The Meeting Master – I know I had something to ask you…
Keep a running list of things you want to mention to each department or individual, so your agendas create themselves and you’re always up to speed.

Bonus #4

ACCESS OUR PRIVATE masterclass Library

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.

Here’s why this matters

  • These talks are typically only available at expensive CS Conferences (over $1000 a ticket).
  • You get lifetime access to all the previous recordings

  • Many of our grads become top CS Influencers

Bonus #5

CS Leadership Certification

Certified customer success leader

Become a Certified Customer Success Leader (CCSL) and enhance your credibility on Linkedin and your resume.

Bonus #6

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 including AI Prompts and Custom GPTs, so you always get what works NOW — not two years ago.

These ESSENTIAL Resources and MORE
All Available inside The CS Leadership Academy!

WHO THIS IS FOR

The CS Leadership Academy is designed for CS professionals who want to build and scale revenue-generating Customer Success departments.

This program is perfect for you if:

✅ You’re a Manager of CS, Team Lead, Director, Head of CS, or VP who sets strategy and/or manages others who wants to maximize your impact and income.

✅ You’re a Founding CSM building a CS department from scratch and need to know what to do next

✅ You’re an experiencd CSM looking to step into leadership and want to get promoted faster

✅ You’re willing to put in the time and effort to build the department you KNOW is possible

✅ You’re ready to stop working harder and start working smarter

WHO THIS IS NOT FOR

❌ 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

❌ If you’re brand new to Customer Success and don’t have a firm foundation of how to be a great CSM

❌ If you’re not willing to do the work—this program requires showing up, staying coachable, and taking action

❌ If you’re looking for quick, easy wins without putting in the necessary time and effort

“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

READY TO APPLY?

If this sounds like what you need, and you’re finally willing to make that commitment to yourself and your career, The CS Leadership Academy will be your path to success.