There’s no topic off limits. Most clients use live coaching hours to discuss: appropriate roles/titles to look for, networking strategy, time management and prioritization, interview prep (most common!), salary negotiations, interview presentation collaboration and so much more. The hours are YOURS to use for whatever you need support on.

We have a “round robin” approach to 1:1 calls and emails, so the answer to “who you will meet with” depends on availability. We recognize it can be intimidating to meet several coaches during your time with us, but we find that giving you access to multiple coaches improves response times (so we can remove your blockers QUICKLY) and improves the speed of your skills development (because you are getting feedback from multiple different people).

If you “fall in love” with a particular coach, you can always request their personal Calendly link to meet only with them going forward.

Every coach on the team has gone through a rigorous interview process where we look for things like: 

• Well-rounded, extensive Customer Success experience (multi-industry, multiple size companies, multiple roles)
• Hands-on involvement in the hiring process for CSMs (recruiting, interviewing, managing, coaching, etc.)
• Knowledge of the talent acquisition process and interview best practices

Our coaches are not volunteers. They are paid employees! Which means every coach has also gone through an extensive onboarding process. We uphold an EXTREMELY high quality of service and take this very seriously. We review coaching calls and emails every single week to give feedback and maintain quality control. We regularly survey our clients to ask for feedback on coaches (and proudly maintain a 4.89 CSAT score!).

My team is an extension of me. I hired each one of them because I believe they are BETTER than me. Every single member of our team brings incredible value to our clients.

Here’s a short bio for each member of the team you’ll be working with:

Carly has 10 years of sales and customer success experience from seed stage startups to 10K+ employee companies. Carly has managed SMB, MM and Enterprise customers and late in her career, became a CS Enablement Manager where she coached a team of 20 CSMs on on-the-job skills, career paths and professional development. She has designed companies’ interview processes for CSM roles and coached over 700 individuals on their path to landing a job in CS, from career transitioners through folks with 20+ years of experience.

Olivia, our Head Coach and Director of Customer Experience, is loved by every client who interacts with her. Fun fact: she’s completed over 200 hours of live 1-1 coaching for Customer Success job seekers! Olivia built an impressive career in Customer Success, where she spent the majority of her time in the talent acquisition and human resources industries (she even has her MBA in HR!) at companies like Indeed, Datapeople and 15Five. Olivia has been a CS hiring manager where she designed interview processes, wrote job descriptions and was the decision maker for CS hires. With her unique knowledge and exposure to the HR world, and her diverse perspective on CS, she’s a wealth of knowledge for our clients!

Zach is currently the Head of CS at a SaaS company that’s modernizing the hiring process for Enterprise companies. He’s managed SMB, MM and Enterprise customers in a variety of industries throughout his CS career. He’s also been the hiring manager for a team that grew from 1 to 30! Talk about a valuable perspective on all things hiring CSMs. Zach has held various coaching roles and at his core, loves to connect people to opportunity.

Brianna has an extensive career in Sales and Customer Success where she’s managed several CS teams and led the interviewing and hiring processes, so she knows first-hand what it takes to impress a CS hiring manager! Brianna’s superpower is her ability to make whomever she’s talking to feel comfortable immediately. 

Max’s 10+ year career in Customer Success should speak for itself. He’s been interviewing, hiring and leading CSMs for years, and he now works side-by-side with the CCO of a leading SaaS company to oversee Customer Success strategy. Max has a unique ability to change the way you SEE and PRESENT yourself as a candidate. He’s known for helping clients create “tie breaker” moments throughout their interviews so they stand out and leave a lasting impression. 

Mara is our in-house Customer Success recruitment expert. She spent the majority of her career working as a recruiter in the tech world, with a specific focus on filling CS roles. As the first Talent Acquisition hire for a major SaaS company, she built all the processes from writing job descriptions, to interview scorecards, to training employees on how to conduct interviews from the ground up. Mara is an invaluable member of our resume consulting team, offering her own personal perspective on what makes (or breaks) an effective Customer Success resumé.

John’s EXTENSIVE experience as a professional resume writer adds yet another invaluable perspective to our resume consulting team. Fun fact: John has written over 100 resumes for Customer Success professionals ranging from 0 years-20 years of experience! John knows more than most humans all the ins and outs of what makes a resume work. From ATS systems, to resume formatting, to language patterns and verb tenses, John is someone whose eyes you want on your resume before you use it to apply to any job!

If you need more 1:1 hours, you have the option to purchase them at a discounted rate.

If you don’t use all your 1:1 hours before you land a job, that’s awesome! That just means you now have 1:1 hours to use to get mentoring FOR your new job. It’s not uncommon for clients with extra hours to book 1:1s with us at the start of a new job or start of a quarter to map out how they are going to hit their KPIs or achieve their professional goals now that they are in a new role.

Upon starting to work with us, you will be guided step by step through an initial update and optimization of your resume. This usually takes ~1 hour and is something you’ll do on your own FIRST (This is so that you can make improvements to your resume IMMEDIATELY, which is helpful while you wait for your final resume to be done). You’ll then submit your resume to us which begins the formal feedback and rewrite process. 

Every client’s resume is reviewed by our team, that way you’re getting the perspective of a CS hiring manager, CS recruiter AND professional resume writer (and ATS expert) to inform your resume rewrite.

Typically the first round of feedback is us asking you questions: whether we’re clarifying something, looking to uncover more details or just making sure we’ve left no stone unturned. Once that is done, we take on all the work of rewriting your resume so it is fully optimized for Customer Success roles. 

We have created the resume writing process to intentionally NOT rely on live 1:1 coaching sessions (calls) so that you can save your hours for other topics. That said, if you prefer to discuss your resume on a call, you can, but that WOULD count towards your 1:1 hours.

We give you access to our team’s Calendly page where you can schedule a 30 minute or 60 minute live coaching session.

If you need to urgently get on a 1:1 call, you can email us and we’re usually able to get you on the calendar within 24-48 hours. (We know how companies like to spring last minute interviews on people!)

Anything job-search related! The 1:1 calls and email support is for whatever you need it to be for, no topic is too big or too small. Some topics that come to mind: resumes, cover letters, linkedin, job boards, CSM role titles, salary ranges, salary negotiations, phone screens, hiring manager interviews, culture fit interviews, sending thank you notes, interview presentations.

Most clients use 1:1 calls primarily to prep for and practice for interviews. But sometimes clients use 1:1 calls to review things like their networking strategy, to help set up their weekly schedule, or even just to chat about what they should be looking for in a new role to be successful. Email support is not just for small, one off questions. We often get asked to review interview presentation drafts via email!

We’re also here to help you make the most of your investment. We encourage you to ASK US if a question or topic is better served over email or a call, that way you can save your 1:1 calls for when you really need them :)

Congrats! You are like 99.9% of people! But in all seriousness, it does not matter. Our Strategic Networking System will teach you how to build a network that moves your job search forward, whether you have one already or not.

No, we are not headhunters. We will foster introductions if/when it makes sense, but that is not part of the service. Why? Because you will move through your job search SO much faster if YOU are empowered to create your OWN network, rather than relying on ours.

We help as much as it is ethically possible (meaning, we will not do it FOR you). That could mean: helping you create an outline and organize your thoughts to get started, reviewing your deck and making suggestions of what to add/change/remove, collaborating with you on your talk track for the presentation, allowing you to practice presenting to us and giving you feedback.

We are CERTAINLY going to make sure you: maximize your score based on the prompt, create “tie breaker” moments throughout the presentation that separate you from other candidates and protect you from “gotchas” interviewers often throw your way.

No! Mock interviewing can be a powerful exercise to improve your interview skills, but it’s not the preferred style of learning for most people. We’ve found clients get the best results when we adapt to their personal learning style. For some, that means never doing a mock interview and just reviewing talk tracks together. That said, we do love a good mock interview and are happy to incorporate them in your journey.

Forever! Plus you’ll get access to all future product changes and improvements. Which means if you’re job seeking again years from now, you can still access the latest-and-greatest resources to make that search go smoothly.

What’s NOT in the portal would be a shorter answer ;) Self-paced video lessons, guides, templates, worksheets, presentation decks, etc. for every job search topic from managing your time as a job seeker to writing cover letters to networking to interviewing and more.

One of our most beloved resources in the job search portal are our 20 mini masterclasses on how to impress an interviewer when talking about key CSM responsibilities like: driving adoption, renewing accounts, upselling accounts, de-escalating customers, working cross-functionally with Sales, Support and Marketing, communicating with various stakeholders and MORE! Each one is a < 20 min download on “what should I say about this thing to knock this interviewer's socks off?!”.. From the perspective of ACTUAL CS HIRING MANAGERS! 

The goal of working with us is not to “complete the program”. The resources are meant to be accessed as needed to address your CURRENT constraint. For instance.. Someone who has interviews scheduled upon joining us, may NEVER open any of our resources on networking. The job offer is the goal, not “completion” of every lesson or task.

We understand that everyone has a different capacity for their job search, so everything is adaptable to your schedule. Some of our clients have 1 hour a week to spend looking for a job. Some clients have 4 hours a day. What’s more important is that you’re maximizing the time you DO have available.

I could write a whole dissertation on why we’re the best resource for Customer Success job seekers (because I know that to be true with my WHOLE heart), but instead I’ll highlight a few things that make us different:

• We are uniquely positioned to help you stand out versus other customer success job seekers. Because we have worked with and DO work with so many job seekers in the market, we can easily spot what makes YOU different and what will make YOU stand out. You will simply not have access to that information elsewhere.
  
  
• We are not teaching you methods for job seeking you will find anywhere else. Our methods were designed specifically to help you navigate a crowded job market.
  
  
• We are a team of experts in all things recruiting, hiring and interviewing CSMs. We’ve designed real interview processes, we’ve created real interview scorecards, we’ve interviewed 1000s of CS candidates, we’ve been the decision maker for CS hires.
  
  
• We use a data-backed approach to landing jobs in Customer Success. That means we’re not going to tell you to do something or follow some advice without us having data to back up that it’s the most effective approach.
  
  
• We have the most unique lens on the customer success job market. From working 1-1 with 700+ job seekers in the space, no one knows more than we do when it comes to: the questions you will be asked in interviews, the objections you will face based on your unique experience, the salary range you can realistically expect for your experience level, etc. (I could go on for pages here!).
  
  

This will work for you if you’re committed to it. So the question you should really be asking is, “Am I committed to making this work for me?”. If the answer is yes, then that’s how you know!

Most job seekers ask me for a success rate because they want a guarantee their investment will be worth it.. which, I totally get.. and I WILL give you our stats. (for what it's worth, I'd be asking the same question).

First I want to point out that while our success rate is extraordinarily high given the current market conditions, it's actually not a good predictor of whether or not the investment is worth it for you. The reason is.. the biggest predictor of success actually just comes down to your willingness to learn from us and apply what you've learned.

We do a LOT of data analysis here on my team and the biggest correlation we see between "successful" and "unsuccessful" clients is those who apply our strategies and frameworks tend to get hired a lot faster than those who don't.

All that said... we consider "success" to be anyone who (from what we can see) has reasonably attempted to follow our advice in their job search and has landed a job: in 2023, 84% landed a job within 6 months and 55% landed a job within 90 days.

Yes! Did you miss the part where I said we help with EVERY aspect of your job search? ;) I kid, I kid. The answer is yes.

We do not make any guarantees about your personal outcomes. Here’s why: contractual guarantees foster an environment where all parties (coaches AND clients) are focused on meeting the terms of an agreement as opposed to focusing on progress. That’s not the kind of environment myself and my team want to live or work in, nor is it the environment we want YOU to live or work in. Only YOU can guarantee your own success.

Think of your job search roadmap as your master “to-do list” for your job search. We’ll break down what you should (and shouldn’t) prioritize so you know exactly what to spend time on and in what order you should be doing things. It takes the guesswork out of the whole process.

The roadmap is designed to adapt to your current situation. If you only have 2 hours a week to dedicate to your job search, fine! You’ve got 4 hours a day, also fine! We’ll also adapt your priorities based on where you are in your job search. If you have active interviews scheduled, your priorities will look different than someone who does not.

You have lifetime access to the job search training portal.

1:1 Coaching Hours and Email Support expire 9 months from the day you sign up.

Yes! We encourage everyone to negotiate every job offer and we will walk you through the process step by step.