CS and account managers who know how to spot expansion signals, introduce upsells naturally, and renew with confidence drive more revenue than any new logo motion. I train your team to make expansion feel like the customer's idea — because by the time the conversation happens, it is.
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.
Across CS teams I have worked with, the gap between top performers and the rest comes down to one thing: proactivity. The CSMs who drive NRR do not wait for the customer to raise expansion. They create the conditions for it.
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.
| 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.
Investment scales per team and duration. Day rate is independent of how many reps participate (up to the cap of 12). Minimum engagement is 2 days — one for preparation and tailoring based on your actual calls, one for delivery. Reach out for a tailored quote based on your team and goals.
Send me one call from your top rep and one from a mediocre performer. I'll show you the exact gap and how to close it.