Think Outside
the Department
Adoption isn’t magic. It’s relationships done right.
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.”
The Problem
Customers don’t leave because your product doesn’t work.
They leave because they don’t know how to use it, don’t see the value, or don’t feel supported.
And too often, the people managing client relationships are stuck:
Reacting to problems instead of preventing them
Doing good work but struggling to tie it to business value
Feeling responsible for renewals without the tools to influence them
Watching adoption stall because no one owns the customer journey
Customer Success isn’t about having the right title.
It’s about building trust, driving outcomes, and helping people succeed—on purpose.
The Solution
This course teaches your team how to Think Like a CSM—so they can:
Build client relationships that drive retention
Spot and respond to early signs of churn
Tie product use to business impact
Make adoption feel natural, not forced
Support customers across roles—without burning out
It’s not just a course. It’s a mindset shift that helps people stop chasing success and start building it.
Course Details
The Modern Success Playbook: Think Like a CSM
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 Buy-In Blueprint 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.
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
Ready to build client relationships that stick?
This course is available for individuals, teams, and org-wide rollouts.
Get the frameworks, coaching, and strategy you need to lead from any seat.