Who We Are
With over 8 years of hands-on experience (and still active in the field), I’ve seen what truly moves the needle - and what’s just noise. CSM Concierge is built to eliminate the fluff and deliver direct, actionable strategies that help you grow, retain, and truly connect with your customers.
Whether you're new to the CSM role, scaling your accounts, seeking 1:1 coaching, or building a CS function from scratch, you'll get proven frameworks, ready-to-use templates, and real-world tactics that work - because they’re field-tested, not just theory.
The Story
A great mentor once told me, “We need to be less academic and get tactical.” That advice stuck - especially during the chaos of managing high-stakes accounts, when the last thing you need is another vague “best practice.” You need direction. Fast.
Years later, as the first customer-facing hire at a fast-growing SaaS startup, I faced the exciting (and exhausting) challenge of building a Customer Success function from scratch. I needed more than theory - I needed a game plan. I read every book, blog, and guide I could find, but sifting through all that information to find something truly actionable was like panning for gold. Everything was theory or a costly multi-week class.
As part of figuring out how to scale our CS function with highly effective CSMs, I pulled all the knowledge into guides for different scenarios that they’ll encounter. That’s what CSM Concierge is all about - real-world strategy, built by someone who’s in the trenches. Whether you’re just starting out or leading a growing team, I created CSM Concierge to help you “get tactical” from day one.