Think Outside
the Department
New Course Launch: The Modern Success Playbook: Think Like a CSM (certification included)
Official Launch Date: Now Available!
Available for private course delivery
Customer Success has outgrown its org chart.
It’s no longer a role—or even a department. In today’s business landscape, customer outcomes depend on distributed teams who understand signals, align across the journey, and act with purpose.
The Modern Success Playbook: Think Like a CSM is a hands-on course for consultants, analysts, educators, delivery leads, and anyone who works close to the customer—even if “customer success” isn’t in your title.
You’ll walk away with the tools, language, and confidence to shift from outputs to real outcomes. This isn’t theory. This is how customer impact actually happens.
Dharmesh Shah, HubSpot
“The best way to grow your business is to help your customers grow theirs.”
Dan Steinman, Gainsight
“Customer Success is about helping customers achieve their outcomes, not just about answering questions.”
What You’ll Learn
The Modern Success Playbook is a hands-on course for consultants, analysts, educators, delivery leads, and anyone who works close to the customer—even if “customer success” isn’t in your title.
This course teaches you:
✔ How to reframe your work around outcomes—not just deliverables
✔ How to operate inside a distributed team where success is shared
✔ How to spot and act on cues signaling expansion, risk, or organizational change
✔ How to use stakeholder mapping to align with real business priorities
✔ How to communicate like a trusted advisor, not just a task owner
✔ How to apply the OWLs Framework to tell compelling, action-driven stories
Retention isn’t owned by one team. The best professionals know how to create alignment across departments—and that starts here.
Who should take this class?
This program is built for professionals who want to lead with customer impact:
Consultants, analysts, and delivery teams supporting customer-facing work
Teams navigating shared ownership of the customer journey
Businesses without a formal CS function—but with CS needs
Professionals responsible for retention, adoption, and account growth
Course Details
The Modern Success Playbook: Think Like a CSM
Course Curriculum:
Customer Success Mindset
→ Shift from task-based delivery to outcome-driven strategy
Stakeholder Mapping
→ Identify who matters, when, and how to engage them across the customer journey
The Buy-in Blueprint Framework
→ Learn to increase buy-in and communicate insights that influence, align, and drive decisions
→ The Buy-in Blueprint teaches a storytelling structure to maximize communications and customer outcomes
Success Planning
→ Build plans that track change, not just completion
Signals & Strategic Communication
→ Spot early cues of risk or opportunity—and act on them with confidence
You’ll walk away with:
✔Customer-Centric Thinking
✔ Strategic Communication & Stakeholder Trust
✔ Outcome Planning & Success Metrics
✔ Risk Identification & Recovery Plans
✔ Data-Led Storytelling
✔ Cross-Functional Influence & Internal Advocacy
Plus:
✔ A final action plan + capstone project
✔ Certification + digital badge
How It Works:
✔ Personalized Delivery Schedules For Our Clients
✔ Assignments: Work tied to real-world scenarios
✔ Final Project: Action Plan to Showcase Quick Wins and ROI
✔ Extras: 1:1 coaching add-on + alumni network access
Retention isn’t magic—it’s the outcome of aligned strategy and action.
— Sarah Nell-Rodriquez
Customer Success Isn’t a Title—It’s a Toolkit
Whether you’re:
✔ Supporting customers indirectly as a PM, analyst, consultant, or operations lead
✔ In a customer-facing role and want to grow your strategic thinking
✔ Pivoting into CS from another function
…this course is your on-ramp to modern customer success.
You’ll leave with:
✔ Strategic tools to retain and engage customers
✔ Real-world practice connecting your work to outcomes
✔ A capstone project to showcase your thinking
✔ A certification that says you’re more than “good with people”—you know how to drive results
Ready to Adopt the Modern Success Playbook?
Join a community of professionals redefining customer success—together.
Get the frameworks, coaching, and strategy you need to lead from any seat.