Customer Success Leadership Unlocked

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Lead.
Connect.​

The CS from the Ground Up Programme combines:

  • Self study – learn and progress through the course in your own time.  Lifetime access so come back to it when you need to – it is regularly updated!
  • Consulting – 1:1 and Group Consulting to ensure you receive expert advice about your particular business needs
  • Community – collaborate with other learners or learn direct from the experts from the CS Leadership Unlocked invite only Whatsapp Community (100 x CS Leaders)
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Self-Study Programme

24/7 Lifelong access to our excellent 8 step online programme

  • Let us guide you through setting up CS from the Ground Up!

Get access to ALL the frameworks, models, and email templates you will need to get up and running fast

  • These have been tested in real scenarios by CS Leaders in our Community!
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Consulting

1:1 Consulting

  • All learners receive 1:1 Consulting sessions with experienced CS Leaders and Consultants to coach you through the particular challenges you are facing.
  • Every organisation is different so this gives us the chance to fully understand your unique challenges and help advise and direct you as you take the next step in your retention journey.

Group Consulting sessions

  • All learners also are invited to weekly hosted learner cohort Zoom sessions so you can discuss your challenges with other learners on the CS from the Ground Up Programme!

Community

Learner Community – CS from the Ground Up

  • Collaborate on CS challenges with other learners from the CS from the Ground Up Programme!

Whatsapp Community of 100 x CS Leaders!

  • Get added to our exclusive Whatsapp Community of around 100 x CS Leaders from the CS Leadership Unlocked Community!

Module List - CS from The Ground Up Programme

Module 1: 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.

Module 2: Foundational Building Blocks

Build CS with intention, not guesswork. Map the customer journey, define success plans, and clarify the CSM role from day one.

Module 3: 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.

Module 4: 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.

Module 5: 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.

Module 6: Designing and Developing a High-Performance - Structure roles, career paths, and feedback loops.

Hire for adaptability and coach with purpose. Operationalize team growth and accountability.

Module 7: 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.

Module 8: Operational Excellence - The CS Ops Foundation

Lay the groundwork for scale. Introduce systems, metrics, automation, and reporting that elevate CS from effortful to effective.

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