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Strategic CS Labs - Pilot Program

4.8

(6 ratings)

·

4 Weeks

·

Cohort-based Course

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

Work Mention & Featured In

HubSpot
Built In
Business Insider
Catalyst
Sistas In Sales

Course overview

Break free from the reactive CSM cycle

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.

Who is this course for

01

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

02

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

03

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

What you’ll get out of this course

Build relationships and keep stakeholders engaged

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.

Communicate value & ROI effectively

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.

Manage your workload efficiently

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.

Advance your strategic efforts

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).

Support and a community

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

This course includes

6 interactive live sessions

Lifetime access to course materials

9 in-depth lessons

Direct access to instructor

4 projects to apply learnings

Guided feedback & reflection

Private community of peers

Course certificate upon completion

Maven Satisfaction Guarantee

This course is backed by Maven’s guarantee. You can receive a full refund within 14 days after the course ends, provided you meet the completion criteria in our refund policy.

Course syllabus

Expand all modules

  • Week 1

    Apr 4—Apr 7

    Week dates are set to instructor's time zone

    Events

    • Apr

      4

      Lesson 1.1: Welcome & Understanding the RISE System

      Thu, Apr 4, 3:00 PM - 4:00 PM UTC

    Modules

    • Understanding What "Strategic" CSM means & Introduction To The R.I.S.E System

  • Week 2

    Apr 8—Apr 14

    Week dates are set to instructor's time zone

    Events

    • Apr

      9

      Lesson 2.2: Relationships: Internal and External Relationship Management

      Tue, Apr 9, 3:00 PM - 4:00 PM UTC

    Modules

    • RISE: Relationships

  • Week 3

    Apr 15—Apr 21

    Week dates are set to instructor's time zone

    Events

    • Apr

      16

      Lesson 3.2: Insights: How To Uncover Client Insights & Data

      Tue, Apr 16, 3:00 PM - 4:00 PM UTC

    Modules

    • RISE: Insights

  • Week 4

    Apr 22—Apr 28

    Week dates are set to instructor's time zone

    Events

    • Apr

      23

      Lesson 4.2: Strategy: Engagement Strategies, CS Strategies, and Enablement

      Tue, Apr 23, 3:00 PM - 4:00 PM UTC

    Modules

    • RISE: Strategy

  • Week 5

    Apr 29—Apr 30

    Week dates are set to instructor's time zone

    Events

    • Apr

      30

      Lesson 5.2: Execution: Execution of Account Plans and Measuring Success

      Tue, Apr 30, 3:00 PM - 4:00 PM UTC

    Modules

    • RISE: Execute

  • Post-Course

    Events

    • May

      2

      Program Wrap ✨ Your Strategic CSM CareerJourney

      Thu, May 2, 3:00 PM - 4:00 PM UTC

4.8

(6 ratings)

What students are saying

Meet your instructor

Diana De Jesus

Diana De Jesus

Hi there, I'm Diana, your instructor 👋


I'm an award-winning Customer Success Leader passionate about helping CSMs grow in their career. 


I had the privilege of working at a Customer Success Platform as a CSM, where I saw the behind-the-scenes of CS departments. I've helped teams set up their CS programs from scratch, rescue broken workflows, and serve as their strategic partner in their journey to scalability. I later led their Customer Marketing efforts, where I created campaigns that showed how important it is for businesses to look after their customers properly if they want to grow and succeed over time.


As the Founder and CEO of The Customer Success Project, I've been committed to offering a platform to elevate CS professionals through workshops, personalized coaching, and team training. My goal has always been to transform CSMs into strategic thinkers and leaders with the tools, knowledge, and confidence needed to thrive in their careers and drive meaningful change within their organizations.


I'm excited about the opportunity to share my insights, experiences, and strategies and help you become a more strategic and impactful Customer Success Manager. 

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

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

Course schedule

2-3 hours per week

  • Tuesdays & Thursdays

    11:00am - 12:00pm EST

    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.

  • Weekly projects

    1 hour per week

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

  • Weekly short on-demand session

    10 minutes per week

    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.

Free resource

Webinar Replay: We Need To Talk: How To Become More "Strategic" As a CSM

Inside the webinar, you'll discover the critical shift from reactive problem-solver to proactive strategist. A framework that teaches the "how" behind relationships, data, planning, and execution. Actionable tactics to drive long-term customer success and growth.

Watch the replay now

Learning is better with cohorts

Learning is better with cohorts

Active hands-on learning

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

Learn with a cohort of peers

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

Frequently Asked Questions

What happens if I can’t make a live session?
I work full-time, what is the expected time commitment?
What is the Strategic CS Labs Pilot Program?
Who should enroll in this program?
Will there be any direct support or feedback?
What are the outcomes of completing this program?
Can this program help me get promoted?
Can CS leaders join the program to help make their teams more strategic?
What’s the refund policy?
I'm not in CS yet, but I want to transition. Is this program right for me?

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