Customer Success
Team Coaching

You must invest in the skills and knowledge of your customer facing teams to maintain the quality of your customer experience. There is a nonstop need to support customers and taking the time to train, practice, and develop new skills for your teams can be challenging. This is where the analogy of “changing the tires on a moving car” comes into play. Balancing these demands requires strategic use of resources. It may be helpful to bring additional resources and expertise to help to focus on special initiatives without compromising day-to-day service quality.

By combining playbook development, best practices, and talent nurturing, customer success teams can build a foundation for sustained excellence. These are the programs I have built into my full time leadership roles in SaaS CS Teams. I am also available to offer project-based or contractual support to develop tailored solutions within your customer success and experience teams, helping them drive consistent, high-quality outcomes.

Below is more info on the three categories of team coaching and skill development to consider,

  • Playbooks, Processes, and Procedures

    Effective playbooks are the backbone of customer success. They establish a shared foundation for team operations, providing clear guidelines while allowing flexibility for personal strengths and personalities. Standardizing processes creates a consistent brand experience, ensuring that every customer interaction aligns with core values and expectations.

    Effective customer success coaching integrates resource libraries, templates, and branded assets that reinforce the desired customer experience. These resources support the team and help streamline operations, enabling senior staff to tackle complex challenges with focused expertise. More information about these operations and assets are covered in the Revenue, Operations, and Analytics services.

  • Customer Success Best Practices

    Implementing proven best practices is essential for customer retention and revenue growth. These fundamental practices can get overlooked and the skills can erode if not reinforced through training and evidence based industry research. Working with Customer Success teams, I can ensure you have effective:

    Mutual Action Plans: Aligning goals and outcomes with customers.

    Key Performance Indicators (KPIs): Tracking and documenting success metrics to measure progress.

    Detailed Documentation: Consistently capturing insights from customer conversations to inform organizational strategy.

    Continual reinforcement of these practices is crucial, as the day-to-day demands of customer success can make it easy to lose sight of long-term objectives.

  • Talent Development

    Talent development is about nurturing individual performance and mapping career growth within the organization to build employee satisfaction and retention. Longer tenured and better trained employees will drive greater customer satisfaction and retention.  Key activities include:

    Performance Assessments: Establishing structured consistent reviews to gauge progress across the team.

    Career Pathing: Defining skills and responsibilities at each career level within customer success or broader customer-facing roles.

    Mock Exercises & Role-Playing: Safe, constructive environments for skill-building, where team members can practice discovery questions and receive feedback without customer pressure.

    By investing in these development areas, teams can grow their capabilities and ensure that customer success managers are prepared for leadership roles when the opportunity arises.