The Customer Success Leadership Podcast

This episode is a tactical breakdown of the weekly habit that keeps you on top of it: the questions, the rituals, and the follow-through that turn feedback into lasting behavior change.

You'll learn:

• How to set a performance standard that covers both outcomes and behaviors
• The one-on-one agenda that gives you a weekly read on how each CSM is performing
• How to use your team meeting as a cross-sectional performance signal
• The three-part follow-through that turns performance conversations into real performance shifts

If you are a CS leader who want a weekly habit that keeps performance from slipping down the list when everything else is on fire, this is for you.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

In this episode, we're walking through a four-part framework for building your personal brand as a Customer Success leader without becoming a full-time content creator, starting with the two foundational questions almost every CS leader skips.

You'll learn:

✅ Why your WHY comes before any tactic
✅ How to decide what you want to be known for
✅ How to set your positioning
✅ The moves that build internal visibility
✅ How to build external visibility like a leader
✅ A realistic LinkedIn rhythm that fits a full-time CS leader

This episode is for CS leaders who know they should be more visible in the industry and inside their own company, but who are tired of the content creator playbook and want a real, sustainable way to build a brand that opens doors without taking over their calendar.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

This episode is for CS leaders who want a real playbook for protecting accounts through sponsor and champion transitions and who want to coach their teams to treat these moments as the sales cycles they actually are.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Ready to build the leadership muscles behind all five directions?

Lead2Scale is Angeline's 12-week live cohort program for CS leaders serious about growing into the seat. You'll build the leadership muscles behind great CS with a small room of peers doing the same work, and walk out with a defensible plan for your CS strategy that your CEO will fund and your team can execute.

Learn more and enroll at https://csrevspeak.com/l2s/

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

The most common problem I hear from CS leaders is that their CSMs build strong relationships at the user and champion level, but weak or nonexistent relationships with the people who actually decide whether to renew, expand, or cut. And by the time the renewal comes up, the CSM is trying to build trust and prove value at the same time, in a compressed window, under commercial pressure.

In this episode, we break down how to build a real relationship with the decision-maker deliberately, from the moment the account lands through every quarter after that.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Most CS teams operate as the cleanup crew for decisions they were never consulted on. Sales closes bad-fit deals, product makes changes that create customer friction, and CS is left to manage the consequences without the authority to prevent any of it.

This episode is a full breakdown of why CS needs veto power, where it actually matters, and how to build the credibility and positioning to earn it without becoming the function that always says no.

You'll learn:

• What veto power actually means for a CS function and what it doesn't
• The four specific areas where CS should have veto power and how to make the case for each
• The four credibility moves that earn the authority CS needs
• How to use veto power well so it grows over time instead of eroding

This episode is for CS leaders who are tired of being asked to fix problems they were never consulted about and who want a practical approach to building the kind of authority that prevents those problems in the first place.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Most CSMs are stuck in coordination mode (e.g. running activities, managing tasks, and keeping things organized) when what their customers actually need is someone who can shape decisions, hold a perspective, and help them navigate ambiguity.

This episode breaks down the most important capability shift happening in Customer Success right now: the move from coordinator to advisor.

You'll learn what the difference actually looks like, why most CSMs default to coordination, what mindset and skills separate advisors from coordinators, how to spot where your team currently sits, and how to coach the shift through the conversations you're already having.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Dee Kachra has built a career across procurement, consulting, speech therapy, and customer success — always centered on people, problems, and outcomes, with a close eye on how CS connects to revenue. When she joined the AI for CS Leaders Executive Bootcamp, she was on an intentional sabbatical, upskilling at the intersection of AI and customer success.

In this spotlight, Dee shares how the program moved her from thinking about AI as an email-drafting shortcut to redesigning the entire CS operating model and why the strategy, not the tools, is where leaders need to focus.

Ready to join the next cohort of the AI for CS Leaders Program? The next one opens again in August. Get on the VIP waitlist here for an exclusive discount and first access.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Beth Huckerby has spent 15+ years in customer success across IT, telecoms, and health and wellbeing. Like a lot of CS leaders, she came to AI asking one very honest question: how do you even get started?

In this spotlight from the first AI for CS Leaders Executive Bootcamp cohort, Beth shares why the program clicked for the way she works, the framework that gave her a clear starting point, and why she's convinced AI doesn't replace CS work. It makes room for the deeper thinking that's always been the job.

This episode is for big-picture CS leaders who feel the pressure to "do something with AI" but want a concise, end-to-end way to think about maturity: where to start, what to build, and what to hold until the timing is right.

Ready to join the next cohort of the AI for CS Leaders Program? The next one opens again in August. Get on the VIP waitlist here for an exclusive discount and first access.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Suzanne Hitcho has spent her career at the intersection of customer success, go-to-market, and value realization from Pfizer, Coca-Cola, and Disney to six years in B2B SaaS. So when she joined the AI for CS Leaders Executive Bootcamp, she wasn't starting from zero. She'd already stood up an AI center of excellence and a shared prompt library at her last company.

In this spotlight, she shares what still shifted for her, and why she believes AI in CS only pays off when it's treated as a cross-functional operating model, not a set of siloed experiments.

This episode is for forward-thinking CS and go-to-market leaders who know AI is now part of their mandate, and who want a structured, strategic way to apply it without the stress of figuring it out alone.

Ready to join the next cohort of the AI for CS Leaders Program? The next one opens again in August. Get on the VIP waitlist here for an exclusive discount and first access.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Compensation plan design is one of the most consequential decisions a CS leader makes, and one of the least discussed. In this episode, we break down how to design CS compensation plans that reflect your team's responsibilities, drive the right behaviors, and scale as your org grows.

You'll learn:

• The three principles that should underpin every CS comp plan
• How comp structure and variable percentages change across the three Revenue-Driven CS Models
• Specific base versus variable splits for each model and how those ranges shift as commercial responsibility increases
• How to weight metrics inside the variable pool for each model
• How to differentiate comp across CSM tiers
• The five most common CS comp mistakes and what each one signals to the team

This episode is for CS leaders who want the practical numbers and structural thinking to design a comp plan they can defend, communicate, and evolve as their team grows.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Consumption-based pricing is reshaping how CS teams need to operate and most CS leaders are navigating it without a clear playbook. When customers pay for what they use, churn stops being an event and becomes a direction. Metrics that worked in a subscription world stop telling the full story. And the skills that made your CSMs excellent in a subscription model may not be the ones this model demands.

This episode is a full breakdown of what consumption-based pricing actually means for how you lead CS.

You'll learn:

• Why the urgency and CS motion look different across pure consumption, hybrid, and committed pricing models
• How your CSMs' day-to-day motion needs to shift and what the right CSM profile looks like in this model
• Which metrics stop working and how to build a health score and alert system that actually reflects account risk
• Why churn is a gradient in this model and what early intervention and recovery actually look like
• How to coach your CSMs to get comfortable with the commercial dimension of their role
• How to make the internal investment case for CS when revenue is variable

This episode is for CS leaders whose companies have moved to consumption-based pricing, or who have joined an org already running this model, and who want a clear picture of what their team's motion and metrics need to look like to win in it.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

This episode is a practical breakdown of how to structure your time as a CS leader with intention. What to protect, what to delegate, how your calendar should evolve as you scale, and what a high-impact CS leadership schedule actually looks like in practice.

You'll learn:

• How your calendar should look different in early stage versus when you're scaling and why leaders who never recalibrate get stuck
• The four categories of time every CS leader should protect as non-negotiable, regardless of what stage they're in
• A practical framework for deciding what to delegate fully, what to stay involved in, and what only you can do
• What it actually looked like to manage time as a VP of CS and the mindset shift that changed everything

This episode is for CS leaders who are tired of being busy without being effective, and who want a practical, intentional approach to designing a schedule that makes them a better leader, a better coach, and a more sustainable one.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

This episode is a full coaching breakdown of how to build the ability to say no into your team: the mindset reframe, the framework for knowing when to push back, the language to do it without damaging the relationship, and how you as the leader create the conditions that make it possible.

You'll learn:

✔ Why saying yes to everything is not customer centricity and what it actually costs the relationship over time
✔ How to help your CSMs know when to say no, when to redirect, and when to escalate
✔ The three-part framework for delivering a no that feels like guidance, not refusal
✔ How to create the conditions where saying no is safe, practiced, and backed by leadership
✔ Why confidence in the delivery matters as much as the words your CSMs use
✔ How to use real situations as coaching moments that build the skill over time

This episode is for CS leaders who manage teams that default to yes under customer pressure, and who want a practical approach to building the boundary-holding muscle across their org.

If you want to build this capability at the team level through a structured enablement experience, that is something I offer directly. Frameworks, language, and practice designed specifically for CS teams. Reach out or find more details at https://csrevspeak.com/enablement/.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

We break down what it actually takes to manage up effectively as a CS leader, from translating CS work into the language of revenue and risk, to building visibility before you need it, to pushing back on decisions that undermine your function with data instead of frustration.

You'll learn:

✔ Why the disconnect between CS and leadership exists and whose job it is to close it
✔ How to translate CS metrics into the language of revenue, risk, growth, and efficiency
✔ What a proactive visibility strategy looks like and when to build it
✔ How to push back on decisions that undermine CS without coming across as defensive
✔ Why timing matters as much as content when influencing leadership decisions
✔ How to earn a seat in the conversations that matter before anyone thinks to invite you

This episode is for CS leaders who are doing strong work but feel invisible in leadership conversations, and who want a clear, practical approach to shaping how their function is perceived, funded, and valued at the top of the org.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Most CS leaders know their team isn't managing their book of business as well as they could be. What fewer leaders recognize is that the gap usually isn't motivation or effort. It's that nobody ever made "good" explicit.

This episode is a full coaching breakdown of how to develop the mindset, skills, and behaviors your team needs to manage their accounts with intention, broken down by a quarterly, monthly, weekly, and daily operating rhythm.

You'll learn:

• Why the feedback you're giving your team isn't landing and what to do instead
• The mindset shift your CSMs need to make before any skill or behavior change will stick
• The three skills that most determine how well a CSM manages their book and how to build them
• What the Internal QBR is and why it's the anchor that drives everything your team does for the rest of the quarter
• How to run a weekly one-on-one that actually reinforces the right behaviors
• Why your team can't meet a standard you haven't made explicit and how to fix that

This episode is for CS leaders who know their team has gaps in how they manage their accounts, and who want a practical coaching approach to building the mindset, skills, and operating rhythm that close those gaps for good.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

When you are leading a growing CS team through real organizational change, knowing what to prioritize and how to sequence it matters. In this episode, Angeline is joined by Deepa John, Senior Client Director at StoryTech, for an honest behind-the-scenes look at their 1:1 coaching engagement. The strategic decisions they worked through together, the structural changes Deepa implemented, and the results that followed.

This episode is for CS leaders who are curious about what 1:1 executive coaching with Angeline actually looks like, and who want a real, unscripted look at the kind of strategic work that happens inside the engagement.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

Success planning is one of the most overlooked motions in CS and one of the most impactful when done right. In this episode, we are doing a full playbook teardown on what it actually takes to build a success plan that guides how you work with customers month to month.

You'll learn:

• What a success plan is actually for and why most definitions miss the point
• Why most success plans fail quietly and what the common patterns look like
• What inputs you need before you even open a template
• How to structure a plan around business outcomes and value, not tasks and features
• How to run a co-creation conversation so your customer owns the plan, not just signs off on it
• How to make success planning a living operating tool that drives decisions between meetings, not just before a big deck

This episode is for CS leaders who suspect their success plans are more of a checkbox than a real tool, and who want a structured way to build plans that are simple, customer-facing, and actually tied to the value story they need to tell at renewal.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

In this episode, we are unpacking a motion most CS teams overlook or treat as a vague hope: winning back churned customers. Instead of “maybe they will come back someday,” we will walk through how to design client win-backs as a real, intentional CS and revenue motion.

You’ll learn:

✔ When it actually makes sense to pursue win-backs and when to let past customers go
✔ How to choose which churned accounts to target first based on fit, potential and what has changed
✔ What effective win-back outreach sounds like so you acknowledge the past and offer a clearer path forward
✔ How to run a thoughtful win-back conversation that revisits the past, understands the present and proposes a low-risk next step
✔ How to turn every win-back attempt into a learning engine that strengthens your segmentation, onboarding, value realization and renewal motions

This episode is for CS leaders who look at their churn list and know there are customers they could win back, and who want a structured way to re-open those relationships while also improving the motion for the accounts they still have today.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...

In this episode, we are digging into a question a lot of high-performing CSMs have but rarely say out loud: What does it actually take to move from individual contributor to Team Lead?

In this episode, you’ll learn:

✔ What companies actually look for in a CS Team Lead, beyond “top performer”
✔ How the role is different from being a strong individual contributor
✔ Practical ways to start showing leadership in your current CSM role
✔ How to have a clear promotion conversation with your manager and make it easier for them to advocate for you

This episode is for CSMs who know they are ready for more and want a concrete, practical path into leadership.

Ways I Can Help You Level Up Customer Success:

• Free CS Leadership Template Library: the templates I use with the CS leaders I coach, from the CS charter to the board report. You’ll also get The Customer Success Leadership Newsletter. Get the templates
• Lead2Scale: build the strategy and operating model you can defend at the executive table, with me and a small group of CS leaders. Apply at csrevspeak.com/l2s
• 1:1 coaching: work through a specific challenge, like a reorg, a headcount case or a new role. Book a strategy call
• Team Enablement: Two training programs for your CSMs. More details here.

• The Strategic CSM builds your team's strategic thinking and business acumen.
• The Commercial CSM builds their commercial confidence to drive renewals and expansion.

Let's Connect on Linkedin: Get weekly insights, templates and real talk on CS leadership. ...