WHY YOUR CUSTOMER SUCCESS DEPARTMENT MIGHT BE AT RISK
WITHOUT YOU EVEN REALIZING IT
Most new CS Leaders who dream of running World-Class CS Departments face one major (hidden) obstacle that always keeps that dream just beyond their reach.
Well, before I tell you, let me ask you a question. If you’re currently in a leadership role and struggling…
Or if you are stuck in the “player/coach” stage…
Which of these apply to you?
“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…”
If after reading that, you can see how ANY of that applies to you…
Then now you know why your department is stuck… because you’re still operating like an individual contributor – like a CSM!
Say Goodbye To The CSM Mindset
A “CSM mindset” is what keeps you stuck working IN your department rather than ON your department. Your VALUE is dependent on your EFFORT, (which you never have enough of), and as a result, “working harder” and “working longer” is your only strategy for growth, and I don’t have to tell you that’s a broken strategy.
Here are some of its common manifestations:
And if that applies to you…
If you’re like most struggling CS Leaders, then chances are, you’re operating from this CSM mindset that you learned from everything you’ve dealt with so far as an individual contributor.
But that’s ok! It’s all that you knew… UNTIL NOW!
With a CSM mindset, your growth is dependent on your EFFORT. Everything “new” seems way too risky. You’re always tip-toeing around the edges of your dream instead of taking bold action. It creates a constant need for approval. A need to know more. A need for certainty and security. Needs that will keep you trapped.
It creates a constant need for approval. A need to know more. A need for certainty and security. Needs that will keep you trapped.
It’s a mindset that will leave you overworked and underpaid. On a surefire route to stress and burnout, with nothing to show for it.
So, if being a VP or CCO seems “unrealistic” or like “a silly dream,” it’s time to lose the CSM mindset or stay stuck in your old pattern.
WHAT’S GOING TO HAPPEN
If You DON’T Start Thinking
Like an Experienced CS Leader?
AN EXPERIENCED CS LEADER THINKS VERY DIFFERENTLY FROM A CSM…
True CS Leaders are Visionaries
They see the big picture and don’t get sidetracked by what’s URGENT – but not important.
They take radical responsibility while still leading with empathy and integrity.
They know how to walk the tightrope between customer advocate, and revenue leader.
When you kick the CSM Mindset to the curb and start thinking like an Experienced CS Leader, you’ll get totally clear on what you need to do to make an impact in your department
You’ll be able to focus your energy on what’s important and what you enjoy—and build a department where you are acting as a conductor… not a one-man band.
Your team will feel proud of their work, and will help you reach your goals faster than you ever thought possible – because you are helping them grow. And once that revenue engine takes off… so does your career.
Because once you start THINKING like an Experienced CS Leader, you start acting like one!
“I learned invaluable skills that transformed how I approach my goals and advocate for my needs.”
The emphasis on understanding tradeoffs, coupled with practical frameworks and examples, empowered me to organize my time strategically rather than reactively.
I feel empowered to advocate for both my team and my company’s long-term success. The program has been instrumental in my personal and professional growth.
Adil Dittmar, Head of Customer Success
CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY, CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY, CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY,CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY, CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY, CUSTOMER SUCCESS LEADERSHIP COACHING, STRATEGY, TEAM LEADERSHIP, PSYCHOLOGY,
The CS Leadership Academy isn’t a “CS Course” Like Others You May Have Taken.
YES, IT’S JAM-PACKED WITH STRATEGY, TOOLS AND TEMPLATES… BUT IT’S ALSO A COMPLETE TRANSFORMATIONAL PROCESS THAT WILL CHANGE YOU — FROM AN OVERWHELMED, OVERWORKED CS PROFESSIONAL
TO THE CONFIDENT CS LEADER YOUR BUSINESS NEEDS!
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. So, which Stage are YOU in?
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.
“I finally got out of player/coach, I got three additional headcount, and they want me to start presenting at board meetings!”
When I first started on this, l I knew I didn’t have time for it.
But after I finished and I’ve gone this far, I don’t know how I would’ve had time not to do it because it has created more time on my calendar.
My Sr VP even said “I will pay for it. Because it’s been that much of a benefit to the whole organization.” So that speaks volumes for what we’re learning here.
Walter Darrough, Director of Customer Success
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:
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.
Where you can become a CERTIFIED CUSTOMER SUCCESS LEADER in only 12 weeks!
See What's Waiting For You Inside Once You Become A Member...
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…
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!
After that, we’ll tackle…
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.
Then its time for…
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.
And finally, we’ll tackle
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.
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:
“I’d say the biggest thing that’s changed for me is to have strategic focus.”
It goes back to saying no with my calendar, having a plan.
I’m not working all hours anymore either. I’m much more productive, and I feel accomplished at the end of the day.
Amy Bates, Director of Customer Success
“If you are a new leader, this is an opportunity I would strongly consider investing in”
When I was presented the opportunity to learn from Rachel, it was the easiest decision I will likely make in 2023.
If you are a new leader, this is an opportunity I would strongly consider investing in: to making not only yourself better – but your teams better too.
Jeremy Donaldson
BUT WAIT…
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!
Bonus #1
Unlock the Ultimate CS Resource Library 📚
Gain access to 30+ proven playbooks, templates, and resources to tackle any customer service situation. These are customizable for your specific needs and help you overcome even the trickiest challenges.
OK. This is it! THIS is the piece you’ve been waiting for! 30 (yup, 30!) 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…
Bonus #2
The Career Accelerator Program ⚡
This program is your roadmap to promotion success. It includes a proven system with scripts, templates, and a high-impact presentation to land you that raise or promotion. Get the tools to identify skill gaps, develop a plan, track accomplishments, and build a winning case for advancement.
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:
Bonus #3
Complete Productivity System 📈
Feeling overwhelmed and disorganized? This system is your solution. It helps you declutter your mind and inbox by capturing all your tasks, projects, and information in one central location. Gain clarity on priorities, showcase your workload to your boss, and boost your overall productivity.
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.
THE 4 ELEMENTS OF THE SYSTEM INCLUDE:
THE CSLA MEMBERS ONLY COMMUNITY
Real CS Leaders in a Private Supportive Community
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.
“I’m doing more cross-functional work – showing how we can help other departments – and it’s getting us really good feedback – people love what we’re doing and they’re starting to think of our department in a different way.”
Kyle Enman, VP Professional Services
“The CSLA program has equipped me with a solid understanding of CS foundations and strategic initiatives that I’ve successfully implemented in my company.”
The CSLA resources are my go-to reference, tailored to my current needs, providing practical solutions.
Though still progressing through the modules, the leadership content has been surprisingly helpful even in the early stages of my learning journey. I’m grateful for the continuous learning opportunities this program provides.
Amanda Loverde, Senior Customer Success Manager at Essentia Analytics
Frequently Asked Questions
IT’S FINALLY YOUR TURN…
READY TO BECOME A CERTIFIED CUSTOMER SUCCESS LEADER & BUILD A WORLD-CLASS CS ORGANIZATION?
