Practical CSM Academy

Customer Success as a Growth Engine: How Early-Stage Startups Can Build Scalable CS Foundations
2026-01-15 12:00 - 13:00 UTC
Customer Success is one of the most underestimated growth drivers in early-stage startups. Yet the right CS foundations can dramatically improve retention, strengthen product adoption, but also find product-market fit a lot faster. In this practical 1-hour workshop, founders will learn how to use CS as a strategic advantage from day one.
What you will learn:
1. What Customer Success Really Is
A clear explanation of CS as a proactive growth function — on top of customer support.
2. How CS Directly Impacts Retention, Expansion, and Adoption
Founders will see how early CS habits translate into lower churn, higher activation, and more revenue.
3. Support as the Foundation of Customer Love
Simple steps to improve support quality and systematically gather feedback that shapes the roadmap.
4. CS in Early-Stage Startups
How to use CS as an early warning & insight system: what to track, what conversations to have, and which signals predict churn.
5. What to Build at Each Stage of Growth
A lightweight roadmap of CS priorities — from founder-led actions to scalable processes.
By the end of the session, founders will know:
how CS accelerates growth even with limited resources,
which early habits prevent churn,
how to collect and use customer feedback effectively,
what to focus on at each stage of scaling.
They walk away with clear, actionable steps they can apply immediately — without needing a dedicated CS team.
This workshop will be led by Zuzanna Ostojska and Aleksandra Puchta-Górska.
We are Customer Success consultants with 10+ years of experience supporting startups in building CS programs that increase retention and drive predictable revenue.
We work through mentoring, training, and project-based consulting — always with a focus on practical, founder-friendly execution.

Set up for success: Proven readiness tactics to accelerate identity outcomes
2026-01-21 10:00 - 11:00
Discover readiness tactics—frameworks, training, and metrics—to accelerate identity outcomes from day one.

Agents Unplugged: Your Playbook to Deploying Post-Sales Agents
2026-01-21 16:30 - 20:00
Forget the future. AI Agents are here, and they’re already rewriting the playbook for Customer Success. The best teams aren’t experimenting; they’re executing, using agents to scale impact, surface expansion signals, and prove automation can drive growth and connection.
Join us at Agents Unplugged for a behind-the-scenes look at how real teams are building, testing, and scaling Agents that make their work faster, smarter, and more human.
Key Takeaways You Won’t Want to Miss:
How leading CS teams are already using AI Agents to augment—not replace—their teams
Real deployment stories: what worked, what didn’t, and what they’d do differently
How to identify and prioritize the best Agent use cases across your customer journey
Why “human-in-the-loop” automation is the secret to scaling CS without sacrificing relationships
