Expansion is your fastest revenue, but most CS and account managers wait for the renewal instead of leading it. I train your team to spot expansion signals early and make the upsell feel like the customer's idea.
Before the training, I review your team's actual data — calls, emails, pipeline, KPIs. Every topic below is adapted to the specific gaps I find. Click each to expand.
We reframe Customer Success as a proactive, commercial discipline. CSMs learn to define their role in driving expansion and retention, understand CSQLs, and clarify when CS owns commercial responsibility versus sales.
We map the full customer lifecycle and align each phase with measurable outcomes. CSMs learn to build Joint Success Plans, identify key moments for value delivery, and track leading indicators of expansion readiness.
We turn kickoff calls into a foundation for long-term expansion. CSMs learn to run structured discovery that captures real business goals, set expectations around adoption timelines, and plant the seeds for future commercial conversations.
We train CSMs to identify buying signals tied to a customer's desired outcomes, frame upsells as a natural consequence of success, and build business cases that justify expansion. Includes live roleplay on upsell conversations.
We build a proactive renewal process that removes last-minute surprises. CSMs learn health scoring, early risk detection, renewal playbooks, and how to run QBRs and EBRs that make renewal a formality rather than a negotiation.
We equip CSMs with early warning systems and escalation playbooks to rescue at-risk accounts before churn happens. Covers how to re-engage disengaged champions, communicate value under pressure, and retain accounts even when sentiment has dropped.
CSMs who spot expansion signals early and frame upsells as natural next steps — not commercial interruptions.
A renewal process that starts at onboarding, not 30 days before contract end.
Early warning systems and escalation playbooks that rescue at-risk accounts before the customer has already decided.
Each topic in the training follows five steps. This is how I make sure the training lands in practice and doesn't end as forgotten slides.
| Area | My approach | Typical training providers |
|---|---|---|
| Goal | Fix the specific bottlenecks holding your team back | Broad training that could be "press play" for any team |
| Methodology | Rooted in science, psychology, and behaviour change | Silver bullets, hacks, or volume-based formulas |
| Training design | Curriculum, exercises, and homework built around your team's real context | Standardised content with minimal adaptation |
| Audience fit | Built specifically for B2B SaaS and AI sales teams | Positioned for "all sales teams" regardless of context |
| Geography | Designed for European teams and their market realities | Mostly American techniques that often do not translate to Europe |
| Languages | German, Dutch, and English | English only |
| Scope | Holistic: management, coaching, process, and execution | Individual skill improvement only |
| Examples used | Your team's own calls, deals, and workflows | Generic examples and abstract best practices |
If you're a sole rep looking to sharpen your craft, that's admirable — and there are great open courses out there for you. My training philosophy considers the reality you're selling in (your company, your buyer, your data) as a whole. Best technique in the world won't carry you if you're operating in a misaligned environment. This training tackles both. So I only run it for teams within a single company.
It starts with a short call. I'll tell you straight whether this training is the right fit, and which gap to tackle first.