The Customer Success landscape has changed. Master The Success Alignment Model — the proven framework to secure Net Revenue Retention (NRR), drive renewals, and position yourself as a strategic leader, not just a support resource.
Customer Success has undergone a profound transformation. It has matured from a reactive support function into a strategic commercial engine. In today's economic climate, having strong relationships is no longer enough to protect your accounts; CFOs are scrutinizing every investment and cutting anything that looks like a "nice-to-have". To thrive in this new landscape, you must move beyond subjective feelings and demonstrate the unshakeable, measurable value that drives your customer's bottom line.
In today's economy, "nice-to-have" solutions are ruthlessly cut. Move beyond vanity metrics like NPS and learn to speak the language of CFOs: Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Stop reinventing the wheel for every account. Gain immediate access to the Business Value Map and Joint Success Plan templates—a solid methodology to capture goals and demonstrate ROI.
This isn't just about saving accounts; it's about your growth. CSMs who can prove value thrive, earning recognition, pay rises, and promotions. Those who don't risk being overlooked.
Build Your Business Value Map Stop guessing what success looks like. Learn to uncover and document your customer’s true "Why"—their strategic goals, business drivers, and the specific outcomes they need to achieve. You will move beyond surface-level relationships to align directly with the financial metrics that CFOs scrutinize.
Create Joint Success Plans Move from vague promises to a concrete roadmap. You will learn to build dynamic, collaborative plans that bridge the gap between high-level goals and daily actions. By assigning clear owners and timelines, you ensure accountability and keep both your team and the customer focused on driving tangible results.
Deliver Strategic QBRs Stop reporting on support tickets and login stats. Transform your Quarterly Business Reviews into strategic showcases that prove ROI and demonstrate the measurable value you have delivered. This is how you secure renewals, unlock upsell opportunities, and position yourself as a strategic partner rather than a vendor.
I’m Simon Cooper. Over my 15 years as a CSM and Director leading high-performing teams, I realised that "good relationships" aren't enough to save accounts when things get tough.
I developed the Success Alignment Model not as an academic theory, but as a survival tool. It is the exact system I used to retain key accounts and, in some cases, achieve Net Revenue Retention (NRR) of 160% and beyond.
Now, I’ve distilled those 15 years of experience into an actionable framework you can implement in just a few days.
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Working with Simon was genuinely a great experience. He was straightforward, supportive, and incredibly easy to collaborate with. His content and guidance played a big part in helping me hit my goals and move forward with confidence.