Turning a 23-person CS team into commercial owners

The challenge

After a strategic shift, Teamleader handed its Customer Success team ownership of upsell and renewal targets overnight. Strong product knowledge, zero background in commercial conversations. The sudden responsibility created real anxiety about holding discovery calls or raising upsell with existing customers.

The solution

• Built a custom commercial CS training program around Teamleader's own customer conversations, not a generic upsell script
• Ran embedding sessions alongside the training so new skills got used in real calls, not just discussed in a workshop
• Designed repeatable structures for onboarding, nurture, and upsell so the approach outlasted the training itself
• Worked deliberately on the mindset shift from support function to proactive commercial owner

In their words

"Nils listened to our struggles, designed a custom program with a direct impact on our approach to customer communication, and helped us make a mindset switch that led to a much closer partnership with our customers."

Rocío Bracero, Team Lead Customer Success, Teamleader

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