As a resource for the growing worldwide membership of the Customer Success Association, the Customer Success Coaching Services Map is a listing of the currently available coaching service categories and of the consultants who offer them. (To be included in the Directory, consultants are required to have specific pages on their company websites about the individual services they offer to Customer Success groups. For more information, please contact the Customer Success Association via the Contact form here. To apply for inclusion in the map, please fully complete the application form.)
Customer Success Coaching Categories [ 7/18/26 ]
Strategy and Leadership
The Strategy and Leadership category includes the high-level decisions and actions that are needed to establish the Customer Success group as a strategic asset for the company. Topics include: *Moving from reactive CS to value-led CS, *Retention and expansion strategies, *Churn analysis and remediation, *Corporate ecosystem / Communities / Partner program design and development, CS leader executive development, *Relationship building between Customer Success as a profession and the Board / C-Suite and other departments of the company, Premier Customer Success services design and packaging, etc.
Customer Success Advisors:
–— The Success League — Mikael Blaisdell & Associates —
Consultants:
— Success Chain —
Customer Success Group Process / Workflow
The Customer Success Group Process / Workflow category includes operational issues such as: *CS operations procedures, *Playbook design and monitoring, *Customer base segmentation and alignment with GTM Ideal Customer profile (ICP) work, *Onboarding design, *Customer education, *Customer risk and escalation frameworks, *Service level standards, *”Save desk procedures for at-risk accounts, *Health scoring / predictive churn modeling, *Renewal forecasting & risk-tiering, Customer persona definition s & journey mapping, etc.
Customer Success Advisors:
–— The Success League —
Consultants:
— Success Chain —
People and Organizational Structure
The People and Organization Structure coaching category includes structural and design issues such as: *The functional roles within the Customer Success Org (Professional Services / Onboarding / Training / Customer Success Ops / Customer Support Ops), * Operational Alignment between Customer Success and other departments of the company (Marketing / Sales / Product Development), *Compensation plans for CS, *Hiring and career-pathing within CS, CSM enablement, etc.
Customer Success Advisors:
–— The Success League — Melo Associates —
Consultants:
— Success Chain —
Technology
The Technology coaching category includes: *Definition of desired functions and outcomes of potential technologies *Identification and selection of Customer Success technology products and vendors, *AI strategy and opportunity, *Tech-touch or ‘Self-Success’, *AI-assisted CS Operations, etc.
Customer Success Advisors:
–— The Success League —
Consultants:
— Success Chain —
Value Realization and Outcomes
The Value Realization and Outcomes coaching category deals with the recognition of authentic value for both the company and the customers. It includes: *Strategic business analysis, *Customer Value Reviews, *Customer success plan design and management, *User adoption, *Voice of the Customer / Customer Advocacy Programs, *Change management for customers, *Customer maturity frameworks, etc.
Customer Success Advisors:
–— The Success League — Mikael Blaisdell & Associates —
Consultants:
— Success Chain —
Metrics and Reporting
The Metrics and Reporting coaching category covers all aspects of process and performance measuring for the operation of a Customer Success group and its members. This includes: *Customer Success metrics, health scores and executive reporting, *Design and implementation of metrics suites, *Board-level reporting, *Revenue reporting, etc.
Customer Success Advisors:
–— The Success League —
Consultants:
— Success Chain —
