A few great questions have come up in the group recently. So over the next 30 days I’ll be creating 3-minute videos on each one They'll b tight, to the point, and immediately usable. Then we’ll use the group to expand the conversation, pressure-test ideas, and share real examples. Here’s what we’ll be covering 👇 1️⃣ If you were starting over in Customer Success today, what would you focus on mastering first? 2️⃣ What’s the most effective way to manage multiple urgent customer needs at once? 3️⃣ What’s a trait you don’t see enough in Customer Success? 4️⃣ How to drive adoption when you don’t have a champion Content will start rolling out soon. Looking forward to the conversations these spark.

🚀 WELCOME TO THE MODERN CSM LEARNING COMMUNITY 🌟You’re not here by accident. If you’ve ever felt like Customer Success has turned into ❌ chasing adoption ❌ reacting to noise ❌ juggling priorities without clarity ❌ or having conversations that sound helpful but don’t move the needle You’re in the right place. This community is built around a Modern CSM mindset —one that shifts us from activity to outcomes,and teaches you how to influence customer behavior on purpose. 👇 WATCH THE INTRO VIDEO FIRST 🎥It explains the why behind this approach —the psychology of progress, accountability, and momentum —and how it’s operationalized through the North Star Framework. 🧠 WHAT YOU’LL FIND INSIDE THE SCHOOL ⭐ The North Star Framework — one measurable result that anchors every conversation 🧭 Implementation guidance to move from concept → discovery → accountability 🗺️ The North Star Execution Map — your internal success plan to track momentum 🧪 Outcome Labs focused on human behavior, adoption, change management, and why customers stay or leave 🚨 Early-warning thinking that lets you see risk early and act proactively This isn’t about learning more stuff, it's about knowing: ✅ what matters and priorities ✅ what to say ✅ what to do next ✅ and finding purpose in how to guide customers forward with confidence 🤝 IMPORTANT This is not a course in a traditional sense. It's a living resource for you to reference in your day to day when things get cloudy and your influence doesn't seem to be moving the needle. I’ll be adding videos and building out the library as we go —and we’re building this together. Everyone here has experience. Everyone here has perspective. And this community gets stronger when we share, challenge, and apply what we’re learning in real situations. 👇 START HERE Drop a quick intro in the comments:• your role• the type of customers you work with• one customer conversation or challenge you want to get better at. We’ll use those real scenarios to practice thinking — and operating — like Modern CSMs.

I just uploaded the deck I've used to mitigate risk and re-orient the customers around their North Star outcome. It equips you to lead calm, objective conversations that reconnect current reality (adoption, behavior, execution gaps) to how the customer defines success. Rather than escalating concern, the deck guides customers through defining success, identifying adoption barriers, and recommitting to the right behaviors, owners, and milestones. It reinforces the Modern CSM superpower: influencing behavior through clarity, structure, and shared accountability — ensuring risk becomes a moment of refocus, not friction. This is North Star execution in practice: aligning objectives, actions, and commitments so customers stay on the path to long-term value. SEE IT IN THE IMPLEMENT-STEP-BY-STEP SECTION --> Make them accountable --> Risk mitigation approach.

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. 🙌