"How's it going?" Why this one question is killing your role as a trusted advisor.

The Customer Success Manager role has exploded in edtech, but it has become largely reactive. We want to be consultative, but we're stuck on a hamster wheel of putting out fires, handling tech support, and answering "how-to" questions. It's time to move beyond button pushing.

This all starts by eliminating the one phrase that kills our agenda: "How's it going?" That simple question invites tension and stifles consultation.

This training is a three-act play designed to get you off that hamster wheel. I'll give you tactical things you can do today (Act 1), scripts for your next client meeting (Act 2), and a long-term strategy (Act 3) to transform your role from reactive support to proactive expert.

This training is for...

• Client Success Managers (CSMs) who are underwater with reactive requests and want to become proactive, strategic partners.
• Account Managers & Onboarding Specialists who need to manage client expectations and drive real adoption.
• CSM Leaders looking for a playbook to help their team scale their impact.

Key frameworks and takeaways

This session provides the tactical blueprint for taking control of your client relationships. You will learn:

• Act 1 (Tactics for Today): How to use a Pomodoro Timer to manage reactive work and the "Ikea Effect" script to get buy-in from your own manager.
• Act 2 (Your Next Meeting): How to use list headlines to drive the bus and control the agenda.
• The "Success Measurables" Script: The most important question and discussion you should be having with every client
• The "Researcher/Advisor" Role: How to use tools like Google Scholar to bring real insights that reframe the conversation.
• Act 3 (The Long-Term Play): How to build repeatable onboarding with mutual expectations and solidify your role as an expert.