Pilot Program 

Become a more strategic CSM: Gain confidence. Get promoted. Unlock more career opportunities. 

Diana De Jesus

Strategic CS Labs - Pilot Program

HubSpot

Built In

Business Insider

Catalyst

Sistas In Sales

Many Customer Success Managers find themselves stuck in this never-ending cycle of reactivity. The day-to-day tasks keep piling up, the client conversations never seem to go beyond feature and support requests, and clients aren't always engaged in the partnership. Trying to be more strategic in this environment is really tough. This constant firefighting mode isn't just stunting our growth; it's also keeping us from delivering the real value our customers signed up for. Deep down, we know we're capable of more–building stronger relationships and driving the outcomes that matter. This program is designed specifically for CSMs ready to break free from the reactive cycle and step confidently into a strategic role. Introducing the Strategic CS Labs, centered around the R.I.S.E system (Relationships, Insights, Strategy, and Execution), this five-week program will help you: 1️⃣ Build Strong Relationships: You'll learn how to understand and connect with the people you work with, both internally (your teammates) and externally (your clients). You'll figure out how to make strategies that match their goals and how to talk in a way that really gets through to them. 2️⃣ Use Insights to Build Trust: Develop action plans using a data-driven approach (not assumptions). From leading strategic conversations with clients to leveraging industry trends and customer stories, you'll gather the insights needed to maintain momentum and drive results. 3️⃣ Craft and Execute Strategic Plans: With a comprehensive understanding of your client’s goals, challenges, and KPIs, you’ll learn to create a detailed account plan. This includes stakeholder engagement strategies, client interaction touch-points, and the execution of customer success strategies (like success plans and QBRs). 4️⃣ Take Action and Analyze For Success: It's important actually to do what you've planned. Prioritize insights, follow through on engagement plans, and use data to inform your strategy. Learn to stand up and execute CS strategies effectively, bringing your account plan to life. This program will empower you to become a strategic leader (you don't need a leadership title to be a leader 😉) within your organization, drive customer success, and advance your career. Diana De Jesus, an award-winning Customer Success expert, is leading the charge. The program offers live lessons and assignments (so you can apply what you learn) and an engaged community for continuous support.

Break free from the reactive CSM cycle 

You are a CSM or Account Manager who wants to grow in your career (i.e., feel more confident, get promoted, unlock new opportunities)

You want to sharpen your core skills like relationship building, leading strategic conversations, value engineering, and change management.

You want to learn how to implement effective strategies (beyond the slide deck and check-in emails) and get actual results.

Who is this course for

What you’ll get out of this course

Develop skills to build and maintain strong relationships across all stakeholders. Learn techniques for engaging unresponsive clients, accessing key contacts and implement engagement strategies that result in alignment and impact.

Build relationships and keep stakeholders engaged

Learn how to articulate value and connect your solutions to tangible ROI (even with missing data). Gain confidence in navigating organizations without clear goals and position your offerings as essential to your client's success.

Communicate value & ROI effectively 

You can't be strategic if you're spread too thin. Learn to manage expectations with clients and your boss, prioritize your work effectively and scale/automate where you can so that you don't get buried by your tactical to-do list.

Manage your workload efficiently

Get ahead of churn, identify revenue opportunities and drive results in your book of business by going beyond the checklists and learn how to use customer success tools rooted in strategy (i.e., success plans, stakeholder mapping and quarterly business reviews).

Advance your strategic efforts

Count on templates, resources and samples so you're never having to reinvent the wheel. Plus, we're here for you when you have any questions–just ask in the community! Speaking of, meet other CSMs who are on the same path as you #StrategicCareerGrowth

Support and a community 

Provide a brief description for each module as a way to sell the value of what students will be learning throughout the course.

First Module

Second Module

Third Module

Course syllabus

Senior Technical Account Manager, Salesforce

What others have to say about Diana...

Meet your instructor

We'll guide you through four modules to develop, refine, and apply strategic approaches to your day-to-day work as a CSM.

Live lessons will fall on either Tuesday or Thursday. They will be an hour each. Review the syllabus below for all live lesson date/times.

Tuesdays & Thursdays

You'll be working on assignments to apply what you've learned to your book of business.

Weekly projects

Before we dive into the wider sessions, you'll watch a quick 10-minute video as your starter before we dive into the wider lessons. This is your primer.

Weekly short on-demand session

Course schedule

This course builds on live lessons and hands-on projects that will be applied to your book of business

Active hands-on learning

Join a community of like-minded Customer Success professionals who want to learn and grow alongside you

Course completed by

About this course

Get notified about the next cohort

Learn from live sessions