Are your GOALS UP 10%
but your BUDGET for Team & Tools DOWN 10%?
You might be STUCK in the
C-Suite IMPACT GAP.
If you're STUCK in the GAP , you're likely experiencing at least one of these things:
Your CS team is treated like an expense, not a revenue contributor.
Your churn numbers aren't budging, and it looks like they're going to increase.
You're stuck just below the executive level & no one seems to appreciate your impact.
Your Executive Team celebrates every new sale, but expects your customers to renew “naturally”, and wonders what you do with your time all day.
In order to FIX IT:
You build a strategy for your Red & Yellow accounts,
and this takes the place of your strategic projects.
You double down your focus on your customers and your team, decreasing your
Time to First Value, and improving your NRR, GRR, & CSat numbers.
You show your Executive Team all your team's efforts,
only to have them question why every task is necessary
and why customers don’t simply use the product they purchased.
Here's what others are saying about Jan Young and
the CS Business Leadership Accelerator...
Jay Sanchez
Head of CS, Lean Law
Jan Young’s Customer Success Business Leadership Accelerator demystified executive strategy and empowered me as a new CS leader. The program gave me the tools, confidence, and knowledge to align Customer Success with revenue growth, scale initiatives like Customer Success Qualified Leads, and improve communication with our CEO and board.
With Jan’s personalized coaching, I applied these concepts to grow our NRR from 102% to over 110%, unlocking customer revenue opportunities. This program strengthened my leadership, earned trust across the organization, and opened doors to greater influence and impact.
Here's what others are saying about Jan Young and
the CS Business Leadership Accelerator...
Jay Sanchez
Head of CS, Lean Law
Jan Young’s Customer Success Business Leadership Accelerator demystified executive strategy and empowered me as a new CS leader. The program gave me the tools, confidence, and knowledge to align Customer Success with revenue growth, scale initiatives like Customer Success Qualified Leads, and improve communication with our CEO and board.
With Jan’s personalized coaching, I applied these concepts to grow our NRR from 102% to over 110%, unlocking customer revenue opportunities. This program strengthened my leadership, earned trust across the organization, and opened doors to greater influence and impact.
Percy Rose
Head of Digital CS, NVIDIA
Jan brings a wealth of knowledge about the CS industry to the table, and understands how to get you to the next level in your career. She will challenge you, but also meet you where you are at. I am thankful for my experience with Jan because she truly helped me expand my mindset regarding what is possible for me in my career. If you are ready to put in the work, I highly recommend her!
If this resonates–
Maybe you're scratching your head?
Because some of these tactics worked when you used them in the past...
But having the impact on your company you dream of, and stepping up to the executive level...
Requires One More Step.
Your CS Program priorities
need to be connected to your Business Objectives.
If this resonates–
Maybe you're scratching your head?
Because some of these tactics worked when you used them in the past...
But having the impact on your company you dream of, and stepping up to the executive level...
Requires One More Step.
Your CS Program priorities
need to be connected to your Business Objectives.
What Does E3 Leadership Feel Like?
Jan Young & Ralphette White at
CS Leader of the Year Awards Banquet
EMPOWERED
EXECUTIVE CONFIDENCE
VOICE AT THE EXECUTIVE TABLE
DATA TO ANALYZE, PRIORITIZE, FOCUS & MEASURE YOUR IMPACT
BUILD OUT THE RIGHT SIZE TEAM STRUCTURE & COMPSATION TO SUPPORT YOUR YOUR PROGRAM
Here's what Award Winning
CS Leaders have to say...
Ralphette White
VP CS Deepgram,
2023 Customer Success Leader of the Year - Americas
Jan’s mentorship has driven me toward a more strategic and impactful approach to leadership. I’ve not only learned to navigate the challenges unique to my identity, but have also honed the skills necessary to create meaningful change within the tech industry. I am incredibly grateful to Jan– my mentor, advocate, and catalyst for success.
Here's what Award Winning CS Leaders have to say...
Ralphette White
VP CS Deepgram,
2023 Customer Success Leader of the Year - Americas
Jan’s mentorship has driven me toward a more strategic and impactful approach to leadership. I’ve not only learned to navigate the challenges unique to my identity, but have also honed the skills necessary to create meaningful change within the tech industry. I am incredibly grateful to Jan– my mentor, advocate, and catalyst for success.
Jennifer Peters
VP CS & CS Leader of the Year 2022
The biggest learning for me was the systematic approach. I feel every time I start in a new organization, I look at "everything" but it is difficult for me to explain why. Jan’s methodology really helped me understand why I do certain things and then explain it to my CEO or board in terms they understand.
I also really liked the data/ number content, I have been struggling for a while with “cost to serve” and this really put me in the right direction. In Europe, many CS leaders struggle to have conversations with their CFO's because we are not so good with numbers and I feel so much more confident now.
Position Yourself as a Key Player
Using the 4 Steps to CS Business Leadership
Company Financials
Not all company financials matter. Learn how to evaluate & employ the financials that matter to you.
CS Data & Metrics
Data and metrics can help you make your business case. Which ones do you need to make an impact?
Team Structure
When should you hire and what should you automate? Build the team structure and comp plans that will ensure your success.
Revenue Contributors
Coaching & training your team to be revenue contributors is the key to executing your plan
Interactive Community Learning
Build relationships with your peers, learn and share insights, and
participate in exclusive fireside chats with investors, leaders, and other experts.
8-Week Cohort Course
Engage in practical exercises real-time feedback sessions with other leaders working on similar challenges
4-Weeks Guided Project Development
Bi-Weekly Sessions to continue applying the tools & concepts while you improve your CS Program
Group Coaching
Benefit from group coaching sessions tailored to provide guidance, support, and perspective
Practical Tools & Resources
Access exclusive templates, action plans, and resources to help you apply the strategies you learn directly to your career.
Fast Track Executive Community
Exchange ideas with executive peers, learn from other industries & business models, and fast track your results..
Putting the C-S into C-Suite
I'm Jan Young, and I help Customer Success leaders take the next step into their Executive level careers.
I've seen CS leaders double down on their CS expertise just to be caught off guard when team and budget cut decisions come down. Budget cuts happen, but you know they could have been addressed proactively and productively -
So why don't they listen to you?
The answer is: It takes more than being an expert in your field
Stepping up to the executive level requires understanding the language of business, and translating your expertise into the language that executives and investors understand.
When you can translate your expertise into the language of business, you will have
exponential impact on your company, your team, and your customers.
I have 20+ years of experience in tech. I've been through the highs and lows, I'm an angel investor, and I have experience across the GTM teams + Project & Product management. I combine these cross-functional experiences with my passion for Customer Success to help leaders parlay their expertise into executive careers.
Jan Young
Founder, CCO JanYoungCX
Founder, CEO StepUpXchange
Q: What IS StepUpXchange?
StepUpXchange is a private community for CS leaders. Resources, speakers, cohort workshops and accelerators are being designed to fill the gaps and meet the unique needs of CS leaders.We’ll be creating workshops and masterclasses that can’t be found anywhere else in the CS community.
The CS Business Leadership Accelerator is the premier offering—More Soon!
Q: What IS The CS Business Leadership Accelerator?
The CS Business Leadership Accelerator is a comprehensive group coaching program with a strong community focus. It's project-based, so you can apply what you learn to your CS program and company. This program is designed to elevate your career and strengthen your executive impact. Here’s what’s included:
Unlock your executive presence: Learn the language of business to translate your achievements and align your goals with those of your board and executive team.
Exclusive tools and resources: Move beyond Customer Success expertise with tools that connect your CS knowledge to the business goals of your customers, company, and investors.
Practical skill development: Understand your customer base economics, analyze margins, and P&L contributions. Equip yourself with the business knowledge needed to confidently walk into any board meeting.
Group Coaching: Gain valuable insights from other leaders as they share their perspectives and experiences on implementing and improving key strategies.
Cohort Community: Don’t go it alone. Join a supportive community where you’ll find camaraderie, outside perspectives, and shared insights that make a difference.
Position yourself as a key player: Develop strategic communication and business acumen to navigate executive dynamics, enhance your role, and effectively translate CS strategies into the language of business.
Q: What exactly is included in the CS Business Leadership Accelerator?
The CS Business Leadership Accelerator offers a comprehensive project-based cohort group coaching and community experience designed to elevate your career to the executive level.
The program is crafted to cover all of the essential aspects of CS business leadership, including:
● The 4 Steps to CS Business Leadership:
🚀 Company financials that matter
🚀 CS data and metrics to help you build your business case
🚀 Building out your team structure/ comp to support your CS program
🚀 Hiring, training, and coaching your team to be revenue contributors
● 8-Week Cohort Course: Engage in practical exercises and real-time feedback sessions with other leaders working on similar challenges to ensure you can apply the concepts effectively and start seeing the impact.
● 4 Weeks Guided Project Development: Bi-Weekly Sessions to continue applying the tools & concepts while you improve your CS Program.
● Group Coaching: Benefit from group coaching sessions tailored to provide guidance, support, and perspective.
● Practical Tools and Resources: Access exclusive templates, action plans, and resources to help you apply the strategies you learn directly to your career.
● Interactive Community Learning: Engage and network with other CS leaders. Build relationships with your peers, learn and share insights, and listen in on exclusive fireside chats with investors, leaders, and other experts.
We know that applying new strategies takes time and support.
That’s why our program offers ongoing value beyond the initial cohort course.
Members will continue to receive access to resources and support as you put what you’ve learned into practice and advance your career.
Q: How will the CS Business Leadership Accelerator benefit my career?
The CS Business Leadership Accelerator is designed to help you step into an executive role within your company.
You’ll learn advanced techniques for driving impactful results, gain insights on how to secure buy-in from board members and executives and access exclusive resources to implement innovative practices.
Plus, you’ll connect with peers for support and shared experiences. This program is focused on helping you make a significant impact and advance your career.
Q: Are there any bonuses?
Yes!
When you join the premier StepUpXchange CS Business Leadership Accelerator, you'll receive a selection of valuable bonuses to support your career growth.
Here's what’s included:
BONUS #1: Revenue & Cost Margin Analysis Template (Value $227)
This template will set you up for success. It’s the foundation of your financial analysis that will help you make the case for your CS Program. When you know your numbers and know your impact, you can easily translate the value of your work into the language of business. When you speak in the language of business, your board and your executive team can understand how to support and contribute to the success of your customers and your company.
BONUS#2: Segmentation & Tiering Worksheet (Value $197)
Once you understand the economics of each account and apply the behavior and goals of your customer base, you can extrapolate your efficiencies and margins. When you build upon your account economics and apply segments and tiering, you will lay the foundations for your customers’ key activities to help them achieve their business goals. As importantly, you’ll also understand your own business economics, and how you can afford to deliver the customer journeys that your customers need to achieve those business goals.
BONUS #3: Customer Journey & Delivery Time Analysis Template (Value $247)
The Customer Journey is the most overlooked detail in CS Programs, yet it is the one opportunity to map out and understand their experience, their level of effort to accomplish their business goals, and the level of effort it takes for your team and your company to deliver on the promises they signed up for. From this journey, you can also identify your team priorities, and opportunities to streamline, automate and utilize AI tools.
PLUS…Additional Bonus:
How to Position & Sell CS (& Professional Services) Packages That Your Customers Will Buy & Maximize Your P&L (Value $247) Many companies are experimenting with charging for Customer Success, but too often, they think only about covering their costs from the company’s perspective. It’s no wonder customers decide to opt-out and even churn instead. This worksheet will help you evaluate your unique value, the customers who need your services, and how to structure your offer so that you will achieve the margins and P&L profits that your investors will value.
Extended 1 Year of Recordings of CS Business Leadership Accelerator (Value $497) After the accelerator program, you'll have access to all recordings to revisit key strategies and lessons for a full year.
Altogether, this is over $3,300 in value and BONUSES…These bonuses are designed to give you the tools and support you need to excel and achieve at the executive level.
Time is short, and spots in this beta program are limited…
Deadline to join: Thursday, January 30 at 11:59 pm PT.
Q: Is there a deadline to sign up?
Yes!
Time is short, and spots in this beta program are limited…
Deadline to join: Thursday, January 30, at 11:59 pm PT.
Q: When does the CS Business Leadership Accelerator start?
Sessions begin Wednesday, February 12, 9:00 - 10:00 am PT.
We meet weekly for 8 weeks, February 12 through April 2, 2025
Project Workshops continue in April: April 16 & April 30, 2025All coaching sessions are 9:00 - 10:00 am PT
