WHY BUY THIS GUIDE

Become the CSM your customers and company can’t afford to lose.

This CSM Guide delivers a complete blueprint for defining and delivering outcomes in the age of AI, and delivering on your retention and growth targets without burning out.

Conversation Agents

Daphne's guides are trusted by over 300 teams all around the globe:

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What will you learn?

This guide breaks the future CSM skillset into three capabilities and shows you exactly how to build them. You’ll get clear definitions, practical frameworks you can apply immediately, agnostic tools and prompts you can leverage to elevate and optimise your work and clear guidance on where AI helps.

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Strategic Influence

💠 How to architect outcomes that stand up to executive scrutiny

💠 How to turn vague goals into measurable business impact

💠 How to speak the language of value, not features or activity

💠 How to connect with executives by showing up with a point of view

Relational Intelligence

💠 How to find real power, not just friendly champions

💠 How to manage tension without damaging trust

💠 How to communicate clearly when attention is scarce

💠 How to stay credible when decisions carry risk

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Operational Agility

💠 How to turn use cases into repeatable execution playbooks

💠 How to lead change when AI reshapes how teams work

💠 How to manage a book of business with signal, not noise

💠 How to automate the work that shouldn’t require human judgement

Ready to supercharge your CSM skills?

Download the guide and start learning the skills that will differentiate you as a CSM in the age of AI.

Who this course is for?

Not everyone is going to be a right fit for The CS Guide.

This guide is for you if:

✅ You’re a CSM, Senior CSM, or Principal CSM who wants to stay relevant as the role changes.

✅ You’re tired of firefighting and want to work proactively and elevate your impact.

✅ You want to be trusted by executives, not just liked by champions.

✅ You know that this course is a tool, and you’ll need to use it.

✅ You can see AI removing parts of your job and want to move up, not out.

✅ You take action and don’t allow yourself to make excuses that keep you from moving forward.


This is not for you if:

❌ People looking for scripts or shortcuts.

❌ You’re not willing to do the unsexy work that’s required to be a great CSM.

❌ CSMs who want to stay safely inside checklists and cadences.

❌ You’re expecting someone to just tell you exactly what to do every minute of every day.

❌ Anyone hoping AI will think of them.

❌You’re expecting guide to be a technical manual on tools like Gainsight and ChurnZero.

 

FAQs

No. It’s written for practising CSMs who already know the basics and want to level up their impact.

No. While I offer prompts for different tools, skills and conversations, AI is treated as leverage, not the point. The focus is on judgement, influence, and outcomes.

Both. Everything in the guide is designed to be applied immediately, not “someday”.

Yes. These shifts are already changing customer expectations, whether your tooling has caught up or not.

It's detailed, step-by-step and actionable. Designed to fit into your role and help you take the reigns of how you deliver value. 

Who created this course?

Hi, I am Daphne

I believe great Customer Success teams are the growth engine for any B2B business. 

Over the last decade, I’ve helped Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 280k+ customers and $3bn+ ARR.

It all started with a realisation I had in 2011: If we focus on delivering value to our customers, we won't just retain their business, we will capture more and more of their demand. That’s why I call Customer Success the “second engine of growth” for B2B businesses.

Backed by this belief, I've helped 200+ companies build and scale their Customer Success Teams and achieve 130%+ NRR. 

My goal is to help every B2B company build and scale AI-enabled and revenue-generating Customer Success team.

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Ready to supercharge your CSM skills?

Download the guide and start learning the skills that will differentiate you as a CSM in the age of AI.