What would your valuation look like if every customer you closed actually stayed?
Customer Success from the Ground Up Programme – a proven framework for Founders, Leaders, and Early Customer Success hires to maximise retention and unlock long-term growth.
Investors are increasingly scrutinising retention
You’ve worked hard to win those customers – now the challenge is keeping them, making them successful, and proving they’ll stay with you.
Build a sustainable growth engine
You know you need expansion revenue – the real question is how to do it in a way that fits your product and customer base (digital, CS-owned, or sales-led).
Retention gives you breathing room
Stabilise renewals so you can extend runway without constantly chasing new logos.
Create scalable, repeatable processes
What works for 10 customers often breaks at 100. The goal is putting in place processes that grow with you, without creating friction.
Self study, Community and Consulting
Build the foundations of Customer Success with a proven, outcomes-driven programme designed for leaders, executives, and CSMs. Learn how to boost retention, extend runway, and create scalable processes that drive predictable revenue. Each learner joins a small cohort for structured learning, 1:1 consulting, and access to a community of 100+ CS leaders.
24/7 Online Training Portal
Step-by-step access to the full programme content, available anytime.
Community Access
Learn alongside others on the same journey. Share wins, ask questions, and grow together.
Consulting Support
Monthly (depending on package) live sessions with experienced CS leaders for practical, personalised guidance.
Resource Library
Templates, decks, dashboards, frameworks — ready to use once adapted to your needs, no more starting from scratch
Accountability & Acceleration
A clear structure and expert support to fast-track your Customer Success impact.
Apply now to join a learner cohort
Step 1
Book an initial free consulting session with one of our experienced Customer Success Consultants so we can understand what outcome you want to achieve – click this link.
Step 2
We will discuss the problems you are trying to resolve, the outcomes you want to achieve, and the timelines you need to work to.
Step 3
If we feel the CS from the Ground Up Programme could help you we will look at the next available cohort of learners we can fit you into and a package that suits your requirements combining our self serve programme, and 121 and group cohort consulting to help you achieve your desired outcome
Limited Learner Cohorts
Reserve your place on an upcoming cohort now to avoid disappointment.
Due to demand for the Programme and our intention to provide all participants with a measurable outcome, we limit the cohort numbers to ensure you realise value.
You will be added to cohorts with others at a similar stage of maturity as you, going through the course at the same time.
Book a consulting call with this link and we can discuss pricing and packages that fit your needs.
Leadership Track - 5 x individuals per monthly cohort
Designed for business leaders and senior CS professionals looking for a supported, strategic programme with consulting to drive meaningful results.
Individual Learner Track - 10 x individuals per monthly cohort
Designed for early-stage CSMs or those new to CS who want structured support, a strategic programme and a close knit cohort of people with the same challenges at the same time as them.
Executive Track - 1 x individual per month
Designed for Executives that require strategic consulting support from a Senior CS Leader, as well as being part of a strategic programme to guide them
Lead Consultants
How we measure outcomes
Our goal is helping you achieve a measurable outcome and we stand behind our ability to help you achieve this with our programme and support.
As part of the package you receive access to Stellafai, our partner to help you track and measure outcomes you want to achieve as part of working with us.
Our lead consultants work with you to:
- Agree outcomes
- Agree measures to show these have been achieved
- Baseline these outcomes
- Measure progress against these outcomes each time you have a consulting session with us
8 Steps of Setting up CS
When and why to Invest in CS
Understand when Customer Success becomes a business imperative and how to begin, even with limited resources. Learn to spot churn early, stage your investments, and balance growth with retention.
Foundational Building Blocks
Build CS with intention, not guesswork. Map the customer journey, define success plans, and clarify the CSM role from day one.
Your First CS Hire - Getting it Right from Day One
Hiring is high leverage. Learn how to identify the right traits, structure onboarding, and avoid the “nice but reactive” trap.
Segment to Scale - Designing an Engagement Model that Works
Move beyond one-size-fits-all. Segment by value and need, create touch models, and pilot digital engagement early.
Getting Proactive - Measuring, Forecasting & Mitigating Risk
Churn isn’t a surprise when you know the signals. Build a usable health score, run risk reviews, and make save motions repeatable.
Designing and Developing a High-Performance CS Team - Structure roles, career paths, and feedback loops.
Hire for adaptability and coach with purpose. Operationalize team growth and accountability.
Making CS a Growth Engine - Connecting Teams, Closing Gaps
Turn CS into a strategic lever. Align Sales, Product, Marketing, and CS around the customer journey and shared revenue goals.
Operational Excellence - The CS Ops Foundation
Lay the groundwork for scale. Introduce systems, metrics, automation, and reporting that elevate CS from effortful to effective.
Customer Success from the Ground Up
Build the foundations of Customer Success with a proven, outcomes-driven programme designed for leaders, executives, and CSMs. Learn how to boost retention, extend runway, and create scalable processes that drive predictable revenue. Each learner joins a small cohort for structured learning, 1:1 consulting, and access to a community of 100+ CS leaders.
TESTIMOMALS
