Commercial Customer Success | upsell & retain the CS way
Learn how to be proactive and commercial as a Customer Success Manager. Understand the value of upselling, renewals, and price increases. Perfect for CSMs and Account Managers transitioning to Customer Success. Boost your business value now!
What you’ll learn
- Understand the commercial role of Customer Success
- Understand the influence of desired outcomes on all actions of Customer Success
- Apply the ‘desired outcomes’ framework to your portfolio
- Understand why people upgrade and be able to apply the learning in QBR calls / upsell calls
- Understand what drives renewals and what doesn’t
- Understand how to apply the renewal framework effectively in renewal calls
- Understand why commercial responsibility for upselling etc. does not lay with ‘sales’, but with customer success
- Understand the subjectiveness of price perception during ‘price increase’ conversations
When you recognise these feelings, you should consider this course:
1. I don’t feel comfortable bringing up commercial topics (like an upsell) with my clients
2. I don’t know what to say in commercial situations
3. I feel like I am annoying the client with my outreach attempts
4. Customers are churning and I don’t know why
5. I need to sell a price increase and don’t feel well-equipped for the conversations
6. Our management asks me to account for KPIs like NDR/NRR, upsell & churn prevention, but I don’t know how to influence them
Most CSMs have trouble showing the value that good Customer Success brings to the table and CEOs worldwide are asking for precise results, especially now during economic turbulence.
In this course, I teach the how & why behind the necessity to be proactive and commercial as a Customer Success Manager.
You will learn:
1. What is the focal point of Customer Success
2. Why it shouldn’t feel weird for CS to take over all commercial post-sale tasks
3. Why we need to be proactive in Customer Success
4. Why do customers upgrade in the first place
5. How to have upsell conversations
6. Why do customers stay loyal to your service
7. How to have renewal conversations
8. How to introduce price increases in conversations
9. Why is the perception of a price increase influenceable
Having given this course to more than 200 students in live group settings, I wanted to share the learnings with a wider audience in the form of this online course.
Who this course is for:
- Customer Success Managers that want to become more proactive in creating business value for their clients and their own company
- Account Managers that are switching into a Customer Success role and want to understand the difference to their former role
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