I just uploaded two new videos into the Modern CSM Classroom under a brand-new Module. Here’s what’s new: 🎥 Video 1: How to Have Real Risk Conversations With Customers https://www.skool.com/modern-csm-2058/classroom/e958cd67?md=e04838dd14df45d29d827b4a24b842e7 This one walks through how Modern CSMs identify risk early, surface it directly, and use the North Star Framework to anchor those tough conversations with confidence. 🎥 Video 2: Customer Accountability & the Path to Outcomes https://www.skool.com/modern-csm-2058/classroom/e958cd67?md=97067e449b074f379539078ac98eddab This video covers what accountability actually looks like, how to create alignment around the customer’s measured result, and how to use the North Star to guide ownership, momentum, and next steps. Both videos build on the mindset of moving from adoption to outcome ownership—and they’re now live inside the North Star Short Classroom folder for you to watch anytime. More modules and lessons are coming soon as we expand the library. Jump in, check them out, and let me know what resonates. We’re building this together. 🙌

Just dropped my 2 minute intro In the Intro/Road map folder. I'm sure there is more that I could say but was focused on the core reason the group exists. Did I get it right or is there something you think should be included?

The fear is real but why? Why do we as CSMs Fear Tough Questions? The reason is actually not important. What's important is how the North Star Framework makes it easy to have any conversation with your customer.

The biggest myth in Customer Success? That “adoption” is the goal. Modern CSMs know better — we drive outcomes. And the North Star Framework is the engine behind it. It gives you one measurable result to anchor every customer interaction to — creating clarity, momentum, and real behavior change. This isn’t theory. It’s a psychology-backed, repeatable system any CSM can use to influence customer progress on purpose. Check it out in the Intro/Road map folder

🚀 The Building of Modern CSM is Underway We’re laying the foundation for Modern CSM — a learning community for customer success professionals who want to master the psychology of customer outcomes and the North Star Framework. 🧭 Inside, you’ll find the first videos from Outcome Labs — deep dives into customer mindset 🧠, behavior change 🔄, adoption psychology 💡, and why customers stay or leave ❤️💔. The North Star Framework Track, features the first video — a quick but powerful introduction that breaks down how the "results concept" works, and can guide every CSM’s activities, so you always know what to do, what to say, what their purpose is, and what their priorities are. 📈. This is just the beginning of Modern CSM — where we’re building the content, the mindset, and the community that will redefine how Customer Success is practiced. ⚙️✨