Solutions and Delivery Options for Teams
Customer Success teams need different solutions at different moments
Teams reach out to us when Customer Success needs to work differently than it does today. Sometimes the priority is getting a team aligned and productive fast. In other cases, Customer Success is evolving as part of a wider business or digital transformation. Across industries, leaders are looking for practical ways to support change without disrupting delivery.
Onboarding and resetting CS teams
Scaling Customer Success delivery
Digital transformation
Common situations CS teams face
Teams usually do not come looking for a specific solution. They come with a situation they need to handle now.
Sometimes Customer Success has just been created or reshaped, and the team needs to get aligned fast around roles, expectations, and ways of working. In other cases, CS already exists, but growth, reorganization, or new leadership has exposed gaps that no longer scale.
We also work with teams where Customer Success is changing more fundamentally. Ownership is shifting, outcomes matter more, and CS needs to operate across products, regions, or customer types. In these situations, leaders are looking for structured support that fits their business, not generic training.
How teams typically approach these situations
Once teams recognize what they are dealing with, their needs tend to fall into a few clear patterns.
Some teams need speed. They want a reliable way to get people aligned quickly, establish a shared CS baseline, and reduce variation in how customers are managed. This often comes up during onboarding, growth, or after a reorganization.
Other teams need depth. Customer Success is changing more fundamentally, and enablement must support new responsibilities, different customer segments, or closer alignment with product, sales, or operations. In these cases, leaders look for learning that can be adapted to their internal reality and supported over time.
In practice, many organizations sit somewhere in between, combining standard approaches with targeted customization as their Customer Success function evolves.
How we support teams in practice
We support teams in a few repeatable ways, based on what we see working in real rollouts.
For many teams, we start by helping them align on a shared CS baseline through structured self-study. This creates common language and expectations fast, without slowing down day-to-day delivery. Where teams have specific requirements, we help design a tailored learning path that includes their internal materials, scenarios, and context so enablement reflects how they work.
For larger rollouts, the challenge is often not content – it is completion and consistency. We help leaders set up the structure around the learning, including how to sequence it, how to track progress, and how to keep momentum across tens or hundreds of people. In many cases, the right approach is hybrid: standardize what should be shared, customize what must be specific.
Solutions for Customer Success teams
Teams usually need several types of support as their Customer Success function evolves. We work across four core areas, depending on what the team is trying to achieve and how mature the setup already is.
Certification
Used to establish a shared CS baseline, common language, and consistent expectations across the team.
Workshops
Applied when alignment, acceleration, or deeper discussion is needed beyond self-study, often around specific moments of change.
Consulting
Focused on Customer Success strategy, enablement design, and practical questions around scaling, automation, and operating models.
Team reporting
Supporting leaders with visibility into progress, completion, and consistency across larger or distributed teams.
How solutions vary by team size and structure
The right approach depends heavily on the type of team and how Customer Success is organized. Small teams often focus on fast alignment and role clarity. Growing teams need structure that scales as responsibilities and headcount increase. Enterprise teams usually require consistency across regions, segments, and role types.
We also see quite different role mixes across organizations, from generalist CSMs to specialized onboarding, renewal, or digital roles. These differences shape how enablement and support need to be designed.
Tell us what your Customer Success team needs right now
If the scenarios described on this page resonate, the form below allows you to share some context about your team and what you are trying to achieve. CS leaders and enablement owners typically use this to compare approaches, understand what options exist, and decide on next steps internally.
We respond with practical input based on real team engagements.