I just uploaded the deck I've used to mitigate risk and re-orient the customers around their North Star outcome. It equips you to lead calm, objective conversations that reconnect current reality (adoption, behavior, execution gaps) to how the customer defines success. Rather than escalating concern, the deck guides customers through defining success, identifying adoption barriers, and recommitting to the right behaviors, owners, and milestones. It reinforces the Modern CSM superpower: influencing behavior through clarity, structure, and shared accountability — ensuring risk becomes a moment of refocus, not friction. This is North Star execution in practice: aligning objectives, actions, and commitments so customers stay on the path to long-term value. SEE IT IN THE IMPLEMENT-STEP-BY-STEP SECTION --> Make them accountable --> Risk mitigation approach.

I just uploaded two new videos into the Modern CSM Classroom under a brand-new Module. Here’s what’s new: 🎥 Video 1: How to Have Real Risk Conversations With Customers https://www.skool.com/modern-csm-2058/classroom/e958cd67?md=e04838dd14df45d29d827b4a24b842e7 This one walks through how Modern CSMs identify risk early, surface it directly, and use the North Star Framework to anchor those tough conversations with confidence. 🎥 Video 2: Customer Accountability & the Path to Outcomes https://www.skool.com/modern-csm-2058/classroom/e958cd67?md=97067e449b074f379539078ac98eddab This video covers what accountability actually looks like, how to create alignment around the customer’s measured result, and how to use the North Star to guide ownership, momentum, and next steps. Both videos build on the mindset of moving from adoption to outcome ownership—and they’re now live inside the North Star Short Classroom folder for you to watch anytime. More modules and lessons are coming soon as we expand the library. Jump in, check them out, and let me know what resonates. We’re building this together. 🙌

Just dropped my 2 minute intro In the Intro/Road map folder. I'm sure there is more that I could say but was focused on the core reason the group exists. Did I get it right or is there something you think should be included?

The fear is real but why? Why do we as CSMs Fear Tough Questions? The reason is actually not important. What's important is how the North Star Framework makes it easy to have any conversation with your customer.

The biggest myth in Customer Success? That “adoption” is the goal. Modern CSMs know better — we drive outcomes. And the North Star Framework is the engine behind it. It gives you one measurable result to anchor every customer interaction to — creating clarity, momentum, and real behavior change. This isn’t theory. It’s a psychology-backed, repeatable system any CSM can use to influence customer progress on purpose. Check it out in the Intro/Road map folder