Commercial CS transformation at Teamleader

Making Customer Success commercial owners

Category: Customer Success Training and consulting

Overview:

TeamleaderCRM is a 211 FTE SaaS company headquartered in Ghent, Belgium, serving over 10,000 clients across Low Touch, Mid-Touch, and High Touch segments.

Challenge:

Following a strategic shift, the Customer Success (CS) team was tasked with owning upsell and renewal targets. This sudden responsibility caused anxiety within the team, who lacked the commercial acumen to confidently hold discovery calls or initiate upsell conversations with customers.

Challenge:

The startup had no local presence, minimal brand awareness, and a limited understanding of buyer expectations in Germany. Their messaging failed to resonate with local audiences, and their website lacked translation, hurting trust and conversion. Cold outreach efforts received little response, and early sales conversations revealed a disconnect between product positioning and market needs. Without a targeted go-to-market approach, the startup risked a failed entry and loss of investment in the region.

Solutions Implemented:

Nils designed and delivered a custom commercial Customer Success training program, combined with embedding sessions to ensure new skills were applied in practice. The program focused on:

• Building confidence for discovery and upsell conversations

• Creating repeatable structures for onboarding, nurturing, and upselling

• Supporting mindset shifts towards proactive commercial ownership

Result:

The program equipped 23 CSMs to fully embrace their new commercial role:

• NPS of 78 (9.05/10) from participants

• 20% above upsell targets on track post-training

• Successful implementation of new onboarding, nurture & upsell structures

• Stronger, more collaborative customer relationships