Customer Success from the Ground Up Programme
What would your valuation look like if all your customers actually stayed?
A Proven Framework for Founders, Leaders, and Early Customer Success hires
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
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Self serve learning programme
The 24/7 training portal meets you where you are. Modules on strategy, team building, and customer retention live in Skool, ready when you have time to dig in.
Get answers from someone who's been there
Your Skool community is where real conversations happen. Share wins, ask hard questions, and see how other leaders solve the problems you're facing right now.
Templates and tools you'll actually use
Our self serve programme has a wide range of simple templates and tools to get you started with whatever stage you are at in your Customer Success journey
Online panel recordings and Takeaways
We hosted 10 x Online panel sessions with Customer Success experts in 2025 - see all the recordings and key taekaways to accelerate your learning
One-on-one guidance from experienced consultants
Bring your specific challenges to consulting sessions with Deborah and Mike. They'll help you apply what you're learning to your exact situation, not some generic playbook that doesn't fit.
We track your OKRs (Objectives and Key Results) to ensure progress
Out consultants will use the Stellafai platform to establish and track your OKRs to help ensure you make progress against your intended outcomes
Apply now to join a learner cohort
Tell us about your situation and what you're trying to build. We'll match you with a cohort of leaders facing similar challenges, all committed to making real progress.
1. Book free consulting call
Book an initial free consulting session with one of our experienced Customer Success Consultants so we can understand what outcome you want to achieve
2. Discuss outcomes
We will discuss the problems you are trying to resolve, the outcomes you want to achieve, and the timelines you need to work to.
2. Book into a learner cohort
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
Learner Cohorts
The programme combines structured learning with real support. You get access to everything at once, but you move through it at your own pace.
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
10 x Indivduals 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
1 x Individual per month
Designed for executives that require stratgeic consulting support from a Senior CS Leader, as well as bring part of a strategic programme to guide them
Ready to build something real?
The next cohort starts soon. Apply now to join leaders who are serious about growth.
Our lead consultants
These are the people who'll guide you. They've built teams, made mistakes, and learned what actually works.
Deborah has spent the last decade helping scale-ups build Customer Success from the ground up and grow with confidence. Having led teams at fast-growth companies including Perkbox and Doctify, she now runs Kaptive CX, partnering with founders and CS leaders to design customer-led growth models, align teams, and create strategies that scale under pressure.
Mike Marshall has spent the last 10 years leading EMEA Customer Success at Adobe and now at WalkMe, an SAP Company. Throughout his career, he has worked closely with Customer Success teams across a wide range of organisations, helping leaders navigate challenges, build effective strategies, and drive measurable results
8 x Key Modules of the Self Study Programme
Choose the track that fits your needs
Download our free Ebook here!
Building Customer Success from scratch can feel messy, overwhelming, and lonely — especially when you’re expected to make it work without a clear starting point. Our free 50 page ebook will get you started!
