Success2Win

Commercial Triple Threat:

Adoption, Expansion, Renewals 

Real growth doesn’t just come from landing new customers. It comes from delivering so much value to the ones you already have that renewal is a no-brainer and expansion becomes a natural next step. That only happens when Client Success teams are equipped to lead the right conversations.

Today’s Client Success Managers need to do more than resolve issues or run QBRs. They need to influence outcomes, guide adoption, and connect your solution to what really matters to your clients. That’s what Success2Win is built for.

We train CSMs to lead with emotional intelligence, uncover new use cases, and build strong relationships at every level—from users to executives. When your team knows how to drive value consistently, growth follows.

Moving Beyond Support:

What Top CS Teams Do Differently

The best client success teams aren’t just solving problems—they’re shaping outcomes. They know that being reactive isn’t enough. To retain and grow accounts, CSMs need to step into a more strategic role.

That means leading with emotional intelligence (EQ), understanding what matters to each stakeholder, and connecting product capabilities to real business goals. It’s about shifting the conversation from tasks to impact.

Success2Win helps client success teams make that leap. We give CSMs the tools to navigate complex relationships, guide adoption, and become trusted advisors—so they’re not just responding to needs, they’re driving value that lasts.

Customer Success Training Lift:

4 Outcomes of Revenue-Driving CSMs 

CSMs don’t become strategic contributors by accident. It takes the right training, mindset, and tools to shift from reactive support to proactive influence.

In Success2Win we focus on four outcomes that define high-performing client success teams: adoption, value realization, renewal, and expansion. When CSMs know how to guide clients toward these outcomes, they do more than retain revenue—they build stronger partnerships and raise the barrier to exit.

That kind of shift doesn’t happen through surface-level training. It takes long-term behavior change. Success2Win equips teams with the practical skills and frameworks to lead with emotional intelligence, tie your solution to business goals, and create the kind of client experience that drives loyalty and growth.

Success is in Session:

L3, CDIM, & SuccessPlan

“You don’t have to agree with someone’s response to validate them.” —Chad Wilson

Success2Win gives CSMs the tools to navigate complex, high-stakes conversations with confidence. At the heart of our approach are three proprietary frameworks: L3, CDIM, and SuccessPlan. Together, these tools help client success teams bring empathy, structure, and strategy into every interaction—especially when the stakes are high. While L3 and CDIM guide how conversations unfold, SuccessPlan ensures those conversations translate into clear, collaborative action that drives adoption, operational improvement, and measurable business impact.

The L3 Framework—Listen, Learn, Lead—is built for emotionally charged or difficult conversations where trust and clarity matter most. It helps CSMs guide discussions toward real outcomes like adoption, value, renewal, and expansion.

Here’s how it works:

• Listen with empathy to disarm tension and build trust.

• Learn what matters most by reflecting and rephrasing what the client is really saying.

• Lead with alignment, guiding the conversation toward a clear and productive next step.

L3 gives teams a repeatable way to stay grounded, focused, and effective—even in the toughest conversations.

Alongside L3, the second core framework in Success2Win is CDIM™—a structured model that helps CSMs lead conversations with purpose, clarity, and strategy. CDIM stands for Current, Desired, Impact, and Metrics, and it’s designed to guide discovery conversations in a client success context.

Here’s how it works:

• Current: Start by understanding the client’s present situation. Where are things working? Where are there gaps in usage or adoption? These conversations often surface challenges—and may even require using the L3 framework to manage tension and build trust.

• Desired: Ask what success looks like from their point of view. Reflect and rephrase what you’re hearing to confirm alignment and uncover what truly matters.

• Impact: Explore the business implications of reaching that desired outcome. What would it mean for their team, their customers, or their goals?

• Metrics: Define what success will look like and how it will be measured—whether through KPIs, benchmarks, or operational indicators.

Now that you understand the desired business value, Success2Win introduces the SuccessPlan—a practical, action-oriented tool that helps CSMs move from insight to impact. The SuccessPlan is built to mobilize clients around a clearly defined initiative designed to motivate adoption and drive meaningful change. It connects the dots between strategic intent and operational execution by identifying the specific behaviors, milestones, and metrics that matter most to each stakeholder involved.

By aligning cross-functional teams on a shared vision of success, the SuccessPlan ensures everyone knows what needs to happen—and why. This approach doesn’t just reinforce value; it accelerates it. CSMs become facilitators of progress, helping clients move from intention to execution and demonstrate real, measurable progress toward their goals. In short, the SuccessPlan turns high-level business objectives into a roadmap for value realization.

Together, L3, CDIM, and the SuccessPlan help CSMs move beyond surface-level support and into meaningful, results-oriented conversations. These frameworks work in concert to build professional empathy, surface strategic opportunities, and translate insights into actionable next steps. With these tools, your team is equipped to act as true strategic partners—guiding clients from initial adoption through value realization, and ultimately to renewal and expansion.

What to Expect from Success2Win 

Where to start? The Success2Win program starts with a detailed discovery whereby 2Win meets with your sales leadership to outline a strategy for that meets your specific team dynamics. We teach while success is in session and our training can apply to situations as they happen in real time. The program can be delivered in a two-day onsite workshop, or can be online. It features interactive learning, small group breakouts, live simulations, and in a master class format that is proven effective for adult learners. 

Teams learn together, apply their skills through hands-on exercises, and receive live coaching and feedback. Success2Win equips internal Mentors including frontline managers, senior CSMs, and team leads to continue reinforcement long after the sessions end. In turn, Mentors receive special preparation sessions, resources, and ongoing guidance to coach and develop their teams throughout the year. All participants have one year access to the 2Win Skill Hub, filled with podcasts, videos, live events, and discussion forums to keep learning alive. In this way principles of Success2Win stay top of mind and are embedded in daily practice.

Success2Win transforms customer success teams and teaches advanced communication strategies, emotional intelligence training, executive relationship-building, and structured expansion planning.  It includes dedicated success discovery training, group workshops, 1:1  mentor development, and ongoing skill reinforcement. 

Learn more at 2WinGlobal.com or contact us at info@2winglobal.com.