Are you under-training your CS team?

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Hey CS Pro,

Let me ask you something. When was the last time your company invested in your Customer Success team like they do in Sales?

Think about it…Every January, Sales gets an SKO. Music, speakers, playbooks, and high-energy hype to kick off the year. Meanwhile CS? Maybe a half-day CRM session…if you’re lucky.

This episode was a wake-up call for every CS leader still treating enablement like an afterthought.

But first, today’s sponsor

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Why CS training still falls short

Let’s be real. Motivational talks don’t move renewals. Fluff doesn’t close expansions. And your team already knows why CS matters. What they need is the how.

Here’s what I see way too often:

• CS teams are treated like support instead of revenue drivers

• Sales trainings slapped onto CS calendars with no context

• “Feel-good” talks replacing tactical frameworks

• No real investment in commercial confidence

I’ve sat in SKOs before. The speakers? They’re inspiring, but they don’t get CS. Your CSMs leave more confused than confident, then go right back to check-in calls and firefighting. And even worse, they leave saying I don’t want to be more like sales.

The result? Missed upsells. Weak renewals. Burnout.

And not because your team isn’t capable. But because they’re not being trained to think commercially.

Your team doesn’t need motivation; they need direction

I’ve seen it too many times. CS teams get brought together for a team day, hear a talk, clap a few times, then go right back to the same chaos. Nothing changes.

You wouldn’t train your sales team like that. So why do it to CS?

Here’s where companies go wrong:

• Treating CS like a support function

• Copy-pasting sales training into CS calendars

• Skipping frameworks in favor of vague inspiration

• Assuming CSMs “just know” how to talk about revenue

Truth is, most CS professionals were never taught to sell. They were trained to onboard, troubleshoot, and build relationships. So when you throw revenue goals at them with no guidance, of course, they feel stuck.

It’s not a confidence issue. It’s a training issue.

What real CS enablement looks like

If your team is going to drive growth, they need structure. Not just a mission. A system.

That’s why I’ve been running practical, SKO-style training sessions built specifically for CS. And I’m not talking theory. I’m talking:

• Commercial skills that don’t feel salesy

• Templates that cut time and boost quality

• Playbooks to handle renewals and objections

• Account mapping to make expansion less risky

• Value-based communication that works in every email, not just QBRs

These are the exact workshops I’ve run for teams at Workiva, Atlassian, Microsoft, Flywire, GSMA, and more. They’re interactive, hands-on, and focused on revenue outcomes.

It’s not about turning CSMs into sellers. It’s about making them confident, strategic partners.

Weekly Challenge from the Podcast

Now look at the training you’ve delivered in the last 12 months. Did it actually close that gap?

If not, bring this up in your next leadership meeting. Your team can’t hit targets with good intentions. They need tools and training to get there.

Ready to turn your CS team into revenue-driving pros?

Most CS orgs don’t need another pep talk. They need practical training that actually shifts how they work.

That’s where I come in.

Whether you need your team to:

✔️ Handle renewals with confidence

✔️ Spot upsell opportunities

✔️ Run ROI-driven QBRs

✔️ Build scalable playbooks

… I’ve got you.

I’ve trained CS teams at Microsoft, Atlassian, Workiva, Flywire and more, giving their post-sale teams the playbooks they actually need to succeed in today’s economy.

If you’re planning your next offsite, team day, or kickoff event, now’s the time to book.

Let’s build a team of strategic CSMs (not firefighters).

🔗 Book a call with me

👩‍🏫 View past workshops

That’s it for this week! This episode is for every CS leader who’s tired of fluff and wants to build a team that delivers real customer and revenue outcomes.

Have a listen to the latest podcast:

I hope you enjoyed this week’s newsletter.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

PS - CSM RevUP Academy is currently full. Don't miss your shot at next time! Get the strategies, playbooks, and build your confidence into a revenue-generating CS Pro. Join the VIP Waitlist today to be first notified when the doors open again.