THE CS ARCHITECT WORKSHOP
Build the CS function your company actually needs.
A live, 12-week cohort for leaders building Customer Success from scratch, with 20 hours of live working time with me. You leave with a documented blueprint built for your company.
The first time I built a CS function on my own, I did what everyone does. I went straight back to the playbook from my last company. Within 120 days I had redesigned almost all of it, because the customers were different, the product was different and the way people needed to be supported was different.
That’s when it clicked for me. The only Customer Success program that works is the one built for your customers. This workshop is what I wish I’d had back then, so you can build yours right the first time.
Nobody hands you the playbook.
WHY I BUILT THIS
WHO IS IT FOR
Built for the leader holding the pen.
This room is for people who own the outcome. If you’re not accountable for retention, expansion or CS strategy yet, it isn’t the right fit.
Newly promoted Heads of CS
You got the title. Now you need a plan that matches it.
Founding CS leaders
You’re the first one in the seat, and everything you build becomes the foundation.
Senior CSMs stepping up
You know the customers better than anyone. Now you get to design the team around them.
Founders and CEOs
You know CS matters, and you want it built right before you hire the team.
THE CURRICULUM
Ten sessions, one blueprint.
01
Orientation and strategic foundation.
Clarify your mandate and define a CS vision tied to company goals.
02
Segmentation and coverage.
Build your segmentation model and choose high-touch, tech-touch or hybrid.
03
Customer journey architecture.
Map kickoff to renewal, with owners, risk moments and expansion triggers.
04
Onboarding as a revenue lever.
Design onboarding around time to value.
05
Adoption and value realization.
Move from feature usage to business outcomes.
06
Commercial strategy.
Renewal ownership, expansion philosophy and forecast discipline.
07
Metrics, KPIs and forecasting.
Your scorecard, health model and executive reporting.
08
Capacity planning and org design.
Workload models, role clarity and a hiring roadmap.
09
Voice of the customer.
An operating rhythm that informs Product, Sales and leadership.
10
Strategy lab and blueprint review.
Present your blueprint, get peer feedback and refine it.
MEET YOUR INSTRUCTOR
Learn it from someone who’s built it five times.
I’ve spent more than 15 years in Customer Success, from CSM all the way to Chief Customer Officer, and I’ve led the function at five companies. Each one needed a different model, and I built all five, mistakes included.
Today I advise B2B SaaS CEOs and the investors who back them, so I see what’s working and what isn’t across dozens of companies at once. In this workshop you get all of it: the frameworks, the templates and the lessons I learned the hard way.
When a company brings me in for a project, it’s a six-month commitment. This is the same thinking, in a room of 12, for $3,999.
5
6
15+
20K+
68K+
companies where I led CS & CX
years in a row on the SuccessCOACHING Top 25 list
years in Customer Success
leaders read After the Close
following along on social media
HOW IT WORKS
You learn it live and build it that same week.
Every Monday you show up live, learn the framework and apply it to your own company before the next session. You’ll work through strategy labs and hot seats, trade notes with the cohort in our private Slack, and catch the recording if you ever miss a session.
Time with me
Mondays, 12:30 to 2:30 pm ET, January 11 to March 29, 2027. Off for MLK Day and Presidents’ Day.
A private 30-minute blueprint review
12 weeks of access to me in the cohort Slack
20 hours live, across 10 two-hour sessions
WHAT YOU'LL WALK AWAY WITH
Twelve weeks later,
you have a plan.
A documented CS blueprint
Built for your company, ready to run.
A vision tied to company goals
So CS gets measured on what the business cares about.
An operating plan for your CEO
Something you can put in front of leadership with confidence.
Every framework and template
My full CS Architect library, so you never start from a blank page again.
Your private cohort portal
Every recording, resource and template in one place.
A certificate of completion
Proof you did the work.
FROM THE FIRST COHORT
Don't take my word for it.
100% of survey respondents would recommend it, and every one rated the instructor 5 out of 5.
“Kristi’s program is the pragmatic enablement solution for first-time CS executives. As a CS leader, I knew most of the metrics and could look up how to calculate them, but Kristi broke it down further on how CS contributes to each metric, and how to narrate impact through the numbers for the board.”
Ida Lomibao-Kashif
Head of Customer Success, Rep AI
Staci Miller
Head of Customer Success,
Enflux
“She was open and honest about what actually works in Customer Success (and what maybe doesn’t), which is hard to find. The cohort size was perfect, small enough for real conversation.”
Amethyst Orosco
Director of Customer Success,
SWIVEL
“It shifted my mindset from solving individual problems to designing the systems, operating models, and cross-functional alignment that prevent them in the first place.”
Dan Hoerich
Global Director of CS,
Visiopharm
“She shared practical insights, valuable perspectives, and real-world examples that provided immediate value to our organization.”
THE INVESTMENT
$3,999
per leader, everything included
Capped at 12 leaders
Applications close Friday, January 8, 2027, or when the seats are gone
Many companies cover this from their training or enablement budget
One cohort. Twelve seats.
FAQ
Before you apply.
Plan on about four hours. That’s the two-hour live session on Monday, plus about two hours applying it to your own blueprint before the next one.
Live. We meet Mondays from 12:30 to 2:30 pm ET, and every session is recorded.
Watch the recording and grab the resources in your portal, then bring your questions to the cohort Slack. During the 12 weeks you can also book a 15 or 30-minute call with me whenever you need one.
Yes. Card and wire are the default, and I’m happy to send an invoice if your company needs one. Just let me know when you apply.
There are no refunds. Every session is recorded and every resource lives in your portal through June 27, 2027, so even if your schedule gets messy, you won’t lose access to anything. You can transfer your spot to another employee if needed.
You keep the portal through June 27, 2027, and we book your private 30-minute blueprint review within 30 days of finishing.
