A global networking company embarked on a comprehensive modernization initiative. Their Global Services Director spearheaded the Service Management Transformation, with the goal of fully embracing Customer Success principles for the whole Services team. One of the team members had attended a public Customer Success Manager (CSM) Certification course designed and delivered by a leading Customer Success consulting and training firm. Impressed by the insights and practical strategies of the course, they recommended that the company retain the firm as a key element of the initiative.
The Process
The program would impact over 250 Service Managers and Delivery Leaders worldwide, guiding them through a structured learning experience. This team included over 180 Service Managers, each facing unique challenges as they shifted toward a more customer-focused, value-driven role. The training program spanned several months, featuring weekly classes that alternated between conceptual discussions and practical exercises. Each session focused on key customer success skills and concepts, as well as strategies for evolving their day-to-day responsibilities to align with a modernized approach to customer engagement.
The Outcome
Through the partnership, the consultant empowered the global team to elevate their customer interactions, setting them up for long-term success in their transformed service management roles. The Global Services Director commented afterward: “The consultant played a critical role in laying the groundwork for our Service Management Transformation and in building the foundations for our customer success strategy. Their training helped establish a consistent, shared understanding across our team on how to define, deliver, and realize value for our customers.”
The Company: A Global Networking Company
The Consultant/Training Firm: Kristen Hayer – The Success League
The Result: 250 Service Managers and Delivery Leaders Trained in Customer Success
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The Success League
The Success League is a consulting firm that works with executives who want to unlock the retention and revenue a top performing customer success team will bring to their business. We transform support into success by building the metrics, goals, processes and training that enable customer success teams to perform at their peak.
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Planning & Metrics – be clear about what you want to build and measure.
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Process Design – develop playbooks and tools to create an exceptional customer experience.
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Training & Development – make sure your team knows how to build client relationships that drive retention and revenue.
