Jeremy Donaldson

LifeLoop

The Sr. Director of Customer Success is responsible for driving strategic cross-functional initiatives to ensure exceptional customer experiences and outcomes. Success of this role and team is measure upon the following accomplishments and metrics:

#1 Customer Retention & Growth: Designed and implemented data-driven strategies that improved GRR and NRR, exceeding company targets and setting benchmarks for sustained growth.  FY24 results: 85% GRR and 104% NRR

#2 Value Realization: Partnered with cross-functional teams to create and deliver tailored success plans that aligned customer objectives with measurable outcomes, resulting in higher satisfaction and loyalty.

#3 Strategic Adoption Initiatives: Led efforts to enhance product adoption through education, onboarding optimization, and proactive customer engagement, increasing overall platform utilization.

#4 Data-Driven Insights: Established a robust framework for tracking and analyzing customer feedback, leveraging insights to refine services, enhance the customer journey, and boost NPS.

#5 Pipeline Development: Generated a consistent stream of CSQLs by identifying and cultivating expansion opportunities, contributing to revenue growth. FY24 results: $5.8m in generation & $2m closed won (158% to plan)

#6 Renewals management and forecasting:  Maintained 99% YoY renewals reporting, implemented bi-weekly CSM, AM, and renewals touchpoints to review the largest upcoming renewals 120+ days out

#6 Leadership & Coaching Team Leadership: Led a team of Customer Success Managers across Strategic, Enterprise, MM, and SMB customers.

Sr. Director, Customer Success

CS in the Valley

CS in the Valley is no longer in business.

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Founder & CEO

Gain Grow Retain

Board Member

PowerSchool

- Led two (2) teams of customer success professionals including 2 Managers and 10 CSMs
- Joined the Gainsight steering committee to help build the 2023 account health modeling
- Owned $70+ million in revenue with the 2022 performance of 94% gross revenue retention (GRR) and 108% net revenue retention (NRR)
- Managed to the 2023 goals of: 95% GRR & 109% NRR

Senior Manager, Customer Success

Totango

Hired to build Totango's "Small Enterprise" team for our hybrid digital + assigned Customer Success Management accounts

Key accomplishments:

- Improved customer health from 72/100 to 85/100
- Improved NPS from +7 to +26 (highest of all CS teams at Totango)
- Net revenue retention of 119% (against $6 million in revenue)
- Grew a team from 0 to 3 CSMs (internal promotions and external hires)
- Introduced new engagement models for both Premium CS and non-Premium CS customers

Manager, Customer Success

NTT Application Security

Promoted to lead the "Land and Expand" (scaled CS) team.

Key Accomplishments:

- Delivered 110% net revenue retention against $12 million in revenue (highest in the org)
- Reduced churn by 18%
- Team NPS of 45
- Built entirely new scaled customer success engagement model for our land & expand customers 
- Revamped and introduced one to many programs such as office hours, product trainings, auto-renewal campaigns, and digital QBRs
- Hired 4 CS Associates including to promotions within 6 months as Team Manager

Team Lead, Customer Success

The Customer Success Manager (CSM) is responsible for driving customer growth, adoption and success with WhiteHat. It is the responsibility of the CSM to be able to articulate the value of WhiteHat to inspire and support customer adoption and expansion. The Customer Success Manager (CSM) position is the customer’s navigational guide throughout each phase of the customer’s journey from onboarding to renewal. The CSM works with customer contacts up to the CXO level, as well as, internal department contacts to provide a high-touch experience for strategic customers.

FY20 Performance: 110% Net / 95% gross retention
FY19 Performance: 103% Net / 96% gross retention

Principle Customer Success Manager

SumTotal Systems, LLC

Responsible for leading the Strategic Accounts CSM team.

Key Accomplishments:

- Net revenue retention of 126% against $77 million in revenue (highest in the org)
- Team NPS of +60 (highest in the org)
- Created the voice of the customer playbook increasing increased logo participation from 20% to 70% + overall referencability from 15% to 70%
- Co-authored the Skillsoft + SumTotal account planning and executive briefing process for the top 50 accounts program

Senior Customer Success Manager, Strategic Accounts

As a Sales Director, it is my responsibility for ensure the growth of SumTotal with existing customer and new prospects where organizations are headquartered within North America. My team manages the relationships with organizations that have more than 6,000+ employees including to some of the largest manufacturing, hospitality, retail, and aerospace organizations in the world.

My team is primarily responsible for selling HR and Talent Management solutions by building relationships and trust with key decision makers and contacts throughout various business units within large and complex organizations. Furthermore, we are proactively managing our relationships by utilizing a Challenger Sales methodology to change their minds on the status quo of business.

Achievements:
• FY2017 Quota Attainment: 100%
• FY2017 Net Retention: 201.5%

Enterprise Sales Director

As an Enterprise Account Manager, I am the day-to-day point of contact for all customer satisfaction and all sales responsibilities. It is my duty to handle the maturing process of Talent Expansion within my customer base along with proactively manage customer relationships by utilizing a Challenger Sales methodology while handling contract renewals, up-selling additional product lines and services, and escalating customer/technical support cases. 

My particular role manages a wide range of North American based customers that are all 10,000+ employees including to some of the largest manufacturing, hospitality, retail, and aerospace organizations in the world. These customers are a combination of on-premise, private hosted, and SaaS.

Responsibilities of a Sales Account Manager:

• Over the last year, I have been personally responsible for being the point of contact for 125 high-touch relationships.
• I manage the successful renewal, up-sell, and cross-sell of $3 million+ in annual revenue territory.
• It is my responsibility to partner with my customers and lead internal resources to create highly satisfied and referenceable customers.
• I utilize a combination of Challenger Sales and Solution Selling methodology to fully develop an understanding of my customers' needs.
• Throughout all phases of the sales negotiation lifecycle, I executed on ensuring customer compliance with contractual terms, preparing business quotations/proposals, and negotiating mutually favorable contract terms.

FY2016 Achievements:
• Quota Attainment: 97% (Net retention: 131.5% FY16)
• Net Retention: 116%

FY2015 Achievements:
• Quota: 100% (Net retention: 118% FY15)
• President's Club winner

Enterprise Customer Success Account Manager

As a Business Manager for SumTotal Systems, I manage a multi-million dollar portfolio of non-contracted customer renewals to ultimately ensure high customer retention. I partner with customers throughout the contract negotiation lifecycle, and focus on account penetration, increasing recurring revenue, and finding creative solutions for our customers' unique challenges.

• Managed and renewed over 110 accounts during Q4-2014.
• Partnered with the field sales and management teams to provide seamless customer interaction.
• Use a consultative selling approach to fully develop an understanding of our customers' needs.
• Execute all phases of the contract renewal lifecycle, including preparing quotations, calculating renewal rates, and negotiating mutually favorable contract terms.

Achievements: Quota / Net Retention : 111%

Business Manager, Enterprise Renewals

Recruiter

Hello! My name is Jeremy Donaldson.

I am a Top 25 Customer Success Influencer and Leader with over 10 years of experience helping organizations solve their biggest challenge: Retaining and Growing customers.

I work to solve retention and growth by leading teams in 4 areas:

1) Serving my teams.  I work for them, not the other way around
2) Understanding my customers and their goals
3) Working collaboratively to build trust with our cross-functional partners
4) Using data to drive decision making

I have managed teams of up to 12 CSMs across multiple segments including digital CS, enterprise, and strategic accounts.

My teams have consistently delivered over 120% NRR, 95% GRR, 50+ NPS, and 70%+ product adoption all while growing $100+ million dollars in arr collectively.

I am the type of customer success leader who will serve our teams, challenge the status quo, and create revenue opportunities for our business. 

---

My "why" revolves around being there for his wife, 3 kids, and faith in Jesus.

Success to me looks like:

🔹 Transparency: Speak your mind
🔸 Authenticity: Be the real you
🔹 Vulnerability: Let people in
🔸 Conscious listener: Allow people to be heard
🔹 Celebrator: Show people they are valued
🔸 Giver: Always give more than you receive 

“When I stand before God at the end of my life, I would hope that I would not have a single bit of talent left, and could say, 'I used everything you gave me'." - Erma Bombeck

Fun facts:  I've traveled to where J.R.R. Tolkien found his inspiration for Rivendale in the Fellowship of the Ring (Lauterbrunnen, Switzerland).

CS in the Valley is on mission to serve customer success professionals in growing their businesses and careers.

- Career coaching for customer success managers
- Job seeker support
- Executive consulting for CS teams
- Customer Success technology optimization (Totango & Gainsight)

Jeremy Donaldson 🤝

Jan Young, MBA, CSPO, CSM

Project Manager

StepUpXchange

StepUpXchange is an exciting new community for professional learning. We're an extension of the CxXchange community and sponsored by JanYoungCX. 

We offer group coaching, courses and workshops that are project based so you can apply what you learn directly to your work. You'll directly impact your customers, your team, your company, and your career. 

Our first offering is on Sept 4 at 9am PT/ noon ET/ 4pm GMT. Jan Young, will lead a 𝐌𝐚𝐬𝐭𝐞𝐫𝐜𝐥𝐚𝐬𝐬: 𝐔𝐧𝐥𝐨𝐜𝐤 𝐘𝐨𝐮𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐂𝐚𝐫𝐞𝐞𝐫 𝐏𝐚𝐭𝐡 𝐭𝐨 𝐭𝐡𝐞 𝐂-𝐒𝐮𝐢𝐭𝐞.

This is HOT off the presses, so our website isn't even up yet! If you opt into our first event, we'll keep you up to date on 𝐄𝐕𝐄𝐑𝐘𝐓𝐇𝐈𝐍𝐆 as we build it! 

If you're looking for a way to break through to the next level, if you want to learn in a community with progressive professionals, come and step up your career with us!

Founder, CEO

JanYoungCX

As a CS Leader, this is the time to embrace change. Luckily, you don’t have to do it alone. In fact, you are more likely to be successful if you don’t do it alone. 

As the Founder and Chief Customer Officer, I provide courses, coaching, and consulting in Post Sales Revenue Leadership, Customer Led Growth, and Go-To-Market alignment.

With coaching, courses, and community, you can transform yourself into a post sales revenue leader and change your mindset to step up as a business leader.

If this sounds like something you want to learn more about, check out my free guide:

7 Steps for CS Leaders to Become Revenue Leaders
https://www.janyoungcx.com/7-steps-revenue-leader

You can also join my course waitlist or apply now:
https://www.janyoungcx.com/courses

Or apply for 1:1 coaching at https://www.janyoungcx.com/

Founder & Chief Customer Officer

Pavilion

- Created and taught "Building Your Retention Playbook" course for Executive GTM members of the Pavilion community
-  Presenting at Pavilion Palooza
-  Attended CEO Summit 2024
-  Executive member of the Pavilion community

Instructor, Executive Member

SoCalCX

We are Southern California's only professional community where go-to-market leaders across Product Management, Sales, Account Management, Professional Services, Technical Support, and Customer Success come together to share ideas so we can deliver unparalleled customer experiences for B2B and B2B2C software-as-a-service technology companies.

Co-Founder

CxXchange

CxXchange community started as a weekly office hour, then grew to CS Office Hours, and now a community with weekly SuccessHour sessions, monthly CxX Book Club, job search cohorts, Collaboration Groups for CS Leaders and CSMs in their first 6 month or 6+ months... CxXchange is a place to Xelerate Your career and Xchange ideas. CxXchange is a space for passion, curiosity, and community.

Follow us here
Join the LinkedIn page: https://www.linkedin.com/groups/14089431/
And soon... visit our youtube page & website: www.thecxxchange.com

Founder

Success Venture Partners

Founding investor in Success Venture Partners, led by John Gleeson.

Founding Limited Partner

RevRoom

RevRoom is a trusted space where curious revenue leaders are collaborating on the future of B2B Go to Market alignment and GTM-Led-Growth.

Founding Member

CS Insider

"Inclusive Innovation" Series Writer & Curator. DM me if you're interested in being a guest author on the subject of customer centric, employee centric, or DEI programs. Check out other articles in the series  here:  https://csinsider.io/inclusiveinnovation

I also serve as Founding Community Lead. What is CS Insider? CS Insider offers community events and gathers Customer Success best practices and resources on a bi-weekly basis for busy and aspiring CS professionals. Did you miss a LinkedIn post, article, podcast, webinar...? Get the CS Insider Newsletter-- it's all there for you!

https://csinsider.io/

Founding Community Lead, "Inclusive Innovation" Series Writer & Curator

Catalyst Software

Invited by CEO Edward Chiu and COO Kevin Chiu to participate in a private community of 100+ executives from CEOs, VPs of CS/Sales, CROs/CCOs, and more to discuss the power of customer-centric companies and the future revenue generation through a more cost-effective and powerful growth engine; your customers.

Customer-Led Growth Advisor

The Success League

Recent Podcasts & Webinars: 
CloudApp - How to Build a CS Digital Program That's Right for You, Rocketlane - Designing Your Onboarding & Adoption Journey & Podcast Interview, Update.AI - How To Build a Career in CS, UserIQ - Advanced Customer Psych, ChurnZero - RYG CS Leadership Hour (San Diego & LA), Minerva - Success Corner Meetup Pioneers Q&A, Cognite - Sales to CS Handoff, Women in CS - The Fundamentals of Customer Success,  User Adoption Podcast - Interview, CS4Rev - Collaborative Revenue Incubator Event, Catalyst Coaching Program - Becoming a Career-Trajectory Changing Mentor, Gain Grow Retain - Customer Base Segmentation & How to Use Discovery Questions to Build Relationships with Executive Stakeholders...

Customer Success Articles Published at:  TheSuccessLeague.io, CloudApp.com Blog & E-Book, Gainsight's InSided Customer Health Magazine, SmartKarrot.com, CSInsider.co, and Nuffsaid newsletter

Principal Consultant

The Success League is a consulting firm that helps growing businesses plan, build and scale their customer success teams. We offer public and private customized CSM and Leadership Training, Customer Success Program Assessments, Interim Leadership Services, and Consulting Services.

Senior Consultant, Customer Success 

I help Heads of CS become VPs and get a seat at the Executive Table | Customer-Led Growth Advisor | 2X Top 25 CS Influencer | Top 50 CS Influencer | Top 50 Women Leaders in CS | Top 100 CS Strategist | Investor

I help CS Leaders get to the executive level,  excel in their careers, transform their teams with strategic direction, build business value for their customers, and evolve their companies into Customer Led Growth revenue generators.

Shifting economics in tech has required us to move from Growth at Any Cost to Profitable Enduring Growth. That’s a big change after 15 years that led to a tech bubble. For many, it represents your whole career. And the change has been swift. You’re probably wondering when it’s all going to “go back to normal”.   But this is the new normal.  
 
Add to that the change that AI brings– it can be overwhelming!  We can also look at it another way– it’s an opportunity to learn & thrive. 

This is the time to embrace change. 

Luckily, you don’t have to do it alone. In fact, you are more likely to be successful if you don’t do it alone. 

As the Founder and Chief Customer Officer, I provide courses, coaching, and consulting in Post Sales Revenue Leadership, Customer Led Growth, and Go-To-Market alignment.

With coaching, courses, and community, you can transform yourself into a post sales revenue leader and change your mindset to step up as a business leader.

If this sounds like something you want to learn more about, check out my free guide:

7 Steps for CS Leaders to Become Revenue Leaders
https://www.janyoungcx.com/7-steps-revenue-leader

You can also join my course waitlist or apply now:
Go.StepUpXchange.com/csbl-accelerator

Or apply for 1:1 coaching at https://www.janyoungcx.com/

ChatGPT just revealed something about me I never explicitly told it. And it made me realize: Your team is doing the same thing to you right now.

I was working with ChatGPT and asked what it had learned about me over our months of conversations.

What energizes me. 
What feels easy versus challenging. 
What I'm building toward.

Here's what surprised me:
It knew things I'd NEVER told it.

Seriously. We've been talking about CS Leaders, my CS Business Leadership Accelerator, and my content.

But somehow it had formed a clear picture of ME, my likes/ dislikes, even MY GOALS through the patterns in how I talked about everything else.

And that's when I realized something.

I've been thinking about communication all wrong.

We're not just communicating what we say.

We're communicating through our actions, and every pattern we create.


Think about your last team meeting.
You probably thought you were sharing priorities through your agenda.

But your team was also noticing:
→ Which topics you spent the most time on
→ Where you had energy versus what you rushed through
→ What you asked follow-up questions about

THOSE SIGNALS SAID MORE THAN YOUR WORDS.

Or think about your customer conversations.
You might think you're showing value through what you say.

But your customers are noticing:
→ Whether you're really curious about their business
→ If you get excited talking about their success
→ Whether you're focused or just checking a box

We think saying things clearly is what matters most.

But IMPLICIT COMMUNICATION:  the patterns we create, the signals we send, that might be what people actually respond to.

Because your team isn't just listening to what you say about priorities.
🕜 They're watching where you actually spend your time. 
🥳  They're noticing what you celebrate versus what you ignore. 
🗣️  They're feeling when your words say one thing but your actions show another.

Your customers aren't just hearing your talking points.
🎉 They're experiencing whether you really care about their success. 
🚀 They're noticing if you're excited or just going through the motions.
👀 They're looking at what happens afterwards. What do your actions say?


What makes this hard:
Most of us don't realize the signals we're sending. 

We think we're talking about one thing, but we're showing our real priorities through HOW we talk about it.

The opportunity is paying attention to the signals you're sending. 

The opportunity is becoming more intentional about the signals you're sending. Not just what you say, but where your attention goes, what you emphasize repeatedly, and what genuinely lights you up. 💡

Because if AI can figure out these patterns, your team and customers DEFINITELY can.


👉  What do you think your team is picking up about you based on your actions, not just your words?

👉  What about your customers?

CS is evolving. Your leadership should too. | Helping CS leaders transition into executive roles & drive business impact | 2X Top 25 CS Influencer | Customer-Led Growth Advisor | Top 100 Female B2B SaaS Pipeline Pioneers

Within 48 hours, I coached three CS leaders through a similar challenge:

Shrinking teams. Frozen backfills. Bigger targets.

💠  One had to let go of a team member due to revenue pressure. 
💠  Another is staring down aggressive growth goals with no increase in headcount. 
💠  The third lost one of their highest performers, and was told there's no backfill coming.

And all three said the same thing:
"I don't know what to do. My team is already stretched thin."

Here's the reality I told each of them:
❌  You are not getting new headcount. 
🧑‍🤝‍🧑  You need to plan for losing more. 
🧍  Companies and teams are getting smaller.

Sounds harsh?
Maybe. But it’s also the truth.

And the truth gives you power to ask a better question:
Not:  "How do I stretch my team further?"
But:   “How do I radically rethink what I do, and how I do it?”

Start here:
Are you gap-filling for a product that wasn't completed?

This is bloat.
And it's the most expensive way to deliver software. 
It's time to show how much time and money it takes for a human to do the job the software should be doing.

It’s time to ask:
What are you doing because you've always done it that way?
What really impacts the outcome the customer needs? 
What doesn't need to be done anymore? 
What can you not afford to do anymore?

The BIG Question:
What data and tools have you been missing, and what has it cost?
Human hours lost or spent? 
Customers churned? 
Revenue you couldn't grow because you didn't have the capacity or insights to see it?

Show the cost.
Then redesign for Modern CS.

Here's what a lot of CS leaders miss:
The CS orgs thriving right now aren't trying to do the same work with fewer people.

They redesigned their old CS program and turned it into a 
Modern CS Growth System:
✅  They replaced task volume with outcome clarity 
✅  They use insights to act with precision, not urgency 
✅  They reduced noise so their team focuses where they create real value

One approach keeps you stuck in survival mode. 
The other builds a system designed for today's reality.
--> Which path are you on?

If you're ready to redesign your CS org for constraints that lead to abundance

Join me for the 
📌  NexGen CS Leadership Masterclass 
How Any CS Leader Can Drive Revenue & Executive Impact
Even When You’re Left Out of the Boardroom

📆  Tuesday, Dec 2
🕘  9am PT/ 12pm ET/ 5pm UK
https://lnkd.in/gsETU8a2

📌  It’s only LIVE.  [no recording]

I'll walk you through exactly how to build a Modern CS Growth System that thrives under today's reality, not yesterday's playbook.

Can’t make it?

📌 Sign up for the VIP Inner Circle and you’ll be first to know about ​StepUpXchange​ free masterclasses in 2026.  
https://lnkd.in/gpxwVFWB

📌 In the meantime, check out my newsletter. Find it here:  JanYoungCX.com/#newsletter

What if we've been thinking about playbooks all wrong?

Here's a question I've been sitting with:

If a process is predictable enough to document in a playbook, is it really where your CSMs should be spending their time?

Think about the typical CS playbook.

Step-by-step instructions. If / then logic. Documented responses for common scenarios.

Now think about AI.

What is AI exceptionally good at?

Following documented steps. Processing if / then logic. Executing consistent responses at scale.

See where I'm going with this?

The work we've been asking humans to do, the work that lives in playbooks, might be exactly the work AI should own.

But here's the interesting part:

When AI takes over the playbook, what's left for humans?

Everything that can't be scripted.

The strategic conversation about a customer's evolving needs. The trust-building moment when something goes wrong. The creative problem-solving that requires context AI doesn't have. The relationship depth that comes from genuine human connection.

And here's what matters most:

These complexities? They're what drive revenue.

Expansion conversations. Strategic account planning. Identifying upsell opportunities. Building executive relationships that lead to renewals.

This is the shift happening in CS right now:

Playbooks aren't going away. They're just changing ownership.

AI agents execute the playbooks. Humans focus on the complexities that generate revenue.

But most teams are stuck in the middle.

They know AI can help. They're just not sure how to redesign their systems to make it work.

The real opportunity for CS leaders:

Build a Repeatable Customer Revenue System that brings AI agents and CSMs together in partnership.

Where priorities are crystal clear. Where AI handles consistency and scale. Where CSMs focus on relationships and strategy that drive revenue.


The question isn't "will AI replace CSMs?"

The real questions are:

What work should AI own that humans are still doing? What revenue-generating work requires human leadership that we're not prioritizing enough? How do we build systems where both work together to drive growth?


I'm curious: 

What's one thing on your team's plate right now that feels like it should be automated but isn't yet? 

Drop it below.



If you've been asking these questions too, you might enjoy my newsletter that I send out on Saturdays:  
✍️  JanYoungCX.com/#newsletter

I also have a Masterclass coming up Dec 2, NexGen CS Leadership
🗣️  https://lnkd.in/gsETU8a2

What If the Problem Isn't Your Playbook? Maybe it's that Playbooks can't keep up anymore...


I've been thinking about why so many CS playbooks feel outdated within weeks or months of being created.

It's not because teams aren't thorough. 

It's not because the playbooks are poorly designed.

It's because the pace of change has outrun our ability to document it.


Consider this:
How long does it take to build a comprehensive playbook? Weeks? Months?

How long does it take for customer behavior to shift? 
For a competitor to launch something new? 
For AI to change how your customers work?

The gap keeps growing.

This is why the most effective CS teams are shifting their focus.

Instead of asking "what's the right step?" they're asking "what's the pattern?"

Instead of documenting every scenario, they're building systems that help teams recognize what's changing and adapt.


The difference:
❌  A playbook says: "When X happens, do Y." 
✅  A system says: "Here's how to recognize what's happening and decide what to do."

One scales your current knowledge. 

The other scales your team's ability to learn and work in the age of AI.


The question worth asking:
❓  Are you building documentation that captures what worked yesterday? 
❓  Or systems that help your team navigate what's changing today?


✍️  I'm writing about this topic in my newsletter this Saturday. You can grab it here:  JanYoungCX.com/#newsletter

🗣️  This is also part of what I'll cover in my next Masterclass, NexGen CS Leadership, on Dec 2. You can sign up here:  https://lnkd.in/gUWPsTRD


I took some pictures without my glasses on. I hardly recognize myself! What do you think?

StepUpXchange
JanYoungCX

I see you.

Last week I posted about shrinking CS teams and rising revenue expectations.

A few people commented publicly.
But my inbox lit up.

Dozens of CS leaders messaged me privately to say the same thing.

👀 "That’s me too. I’m overwhelmed, and I don’t know where to start."

👀 "My CFO wants me to prove ROI, but I don’t know what he’s looking for really. I’ve tried 3 times, and I’m working 60 hour weeks."

👀 "My team was just cut from 12 to 6, but our projections are supposed to double by year end 2026. I don't know how to make it all work."

Reading those messages stayed with me.
Because you are not alone.
And more importantly, you are not failing.

Here's what most people think:
"If I just work harder, figure out the right tactics, or find the perfect tool, I can make this work."

But that's not true.
You can't tactic your way out of a system problem.

The old CS playbooks were built for bigger teams, bigger budgets, and a different marketplace.

They don't work anymore.

What works now?

A Modern CS Growth System designed for today's reality: 
✅  Half the team, 2x the expectations 
✅  AI handling tasks, humans driving impact 
✅  Revenue language that gets you heard in the boardroom

This is not about working harder. It is about leading differently.

Join me for a live Masterclass:

📌  NextGen CS Leadership
How Any CS Leader Can Drive Revenue and Executive Impact 
Even When You are Left Out of the Boardroom

📆  Tuesday, December 2
🕘  9am PT/ 12pm ET/ 5pm UK
🔗  https://lnkd.in/gsETU8a2

👉  We will talk about what is shifting in tech, why so many leaders are feeling this pressure, and the system that can help you step into 2026 with clarity and strength.

There is a path forward.

I’ve guided CS leaders as they rebuild their confidence and their results even when everything looked impossible.

You can do this.
We can do this together.
🧡💙

Save this post. 
Share it with someone who needs it.

StepUpXchange
JanYoungCX

💠  If you want to know when I offer Masterclasses or learn more about the CS Business Leadership Accelerator, DM me, or come be a part of my VIP Inner Circle:  https://lnkd.in/gpxwVFWB

💠  If you want to get my newsletter about Modern CS + AI, you can find it here:  janyoungcx.com/#newsletter

CS Leaders:  You're not failing.

You're being asked to lead without power, influence without data, and perform magic without a wand.

And somehow…
You're still showing up for your customers, your team, and your company.

CS leaders aren't burned out because they lack vision.

They're burned out because they've been stuck in systems that under-resource them, silence their insight, and expect heroics over strategy.

It's even harder now.  
With AI reshaping how we work and economic pressure reshaping how we scale.

But some CS leaders are thriving.
They've:
✅  Increased NRR 10%
✅  Grown Expansions by 50%+
✅  Have CEOs asking "What do you need?"

The difference? 
They’ve mastered the Modern CS Growth System

Join me for a FREE Masterclass where I'll show you:
-->   Where to find hidden revenue opportunities
-->   How to lead with business impact (not just metrics)
-->   Which systems actually scale (and which create busywork)

It's not about more tactics. 
It's about stepping into the leadership role you're meant for.

💡 Ready to lead differently?
Join my upcoming Masterclass

📆  Dec 2, Tuesday
🕘   9am PT/  🕛12pm ET/  🕔 5pm UK
 🔗  https://lnkd.in/gsETU8a2
📌   NexGen CS Leadership: 
How Any CS Leader Can Drive Revenue & Executive Impact
Even When You’re Left Out of the Boardroom


For CS Leaders who know this next chapter requires more than grit:
It requires strategy, alignment, and a new kind of leadership.

#CSBusinessLeadership

StepUpXchange
JanYoungCX


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The Battle

Jeremy Donaldson 🤝

Jan Young, MBA, CSPO, CSM

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taplio

The Battle

Jeremy Donaldson 🤝

Jan Young, MBA, CSPO, CSM

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Jan Young, MBA, CSPO, CSM's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreJan Young, MBA, CSPO, CSM's LinkedIn Performance