Build the CS function you can defend at the executive table.
Lead2Scale is a 12-month leadership development program for CS leaders. Each month you work through your biggest decisions live with me and a small group of peers as you build and scale your org. Between calls, self-paced lessons help you shape the CS plan you take to your executive team.
January 2027 · 10 seats
The January group is limited to 10 CS leaders
I'm keeping it small so every member gets my attention on the work that matters to them. I read every application myself: ten short questions about you, your team and what you want to change. You only pay once you're accepted.
Apply to joinFor Founding CS Leaders, Directors, VPs, Heads of CS, and CCOs
The CS RevSpeak philosophy
Great CS leaders lead in every direction.
Lead2Scale is built on all five, so you start with the one that needs you most right now.
Lead the Function
Strategy, operating model and the decisions that keep CS moving.
Lead Up
Executive credibility and the conversations that shape budget and headcount.
Lead Across
Influence Product, Sales, Finance and Marketing without direct authority.
Lead the Team
Structure, capability and accountability that don't run through you.
Lead Yourself
Your career, your decisions and steadiness under pressure.
What's included
A coach in your corner and a room of peers who get it
I've always run Lead2Scale as a 90-day cohort. Over time I saw that CS leaders need more room for support than 90 days gives them, because the decisions keep coming after the last session. Lead2Scale now supports you through the whole year with live calls every month and a planning workshop every quarter.
Live with me
Onboarding call
We start with your onboarding call, where you set the direction you'll work on first and what you want your CS plan to prove.
Decision Room, live once a month
For the challenges in your role right now
A live call with me and the group. Bring whatever you're facing at work, like a tough exec conversation, a reorg, a renewal at risk or a problem on your team. We work through it together until you have a solution you can act on. Everyone can bring a challenge, and you also learn from how other CS leaders solve theirs.
Office Hours, live once a month
For your lessons and your CS plan
A live call where you can ask me anything about the lessons, the CS Plan Builder or the plan you're building. Each session is usually built around a theme from the program, so it keeps you moving through the material and gives you a regular checkpoint for finishing your plan.
Quarterly planning workshop
Every quarter we meet live for a planning workshop. Two are quarterly reviews, one is a mid-year reset of your Customer Success Plan and one is the annual planning session where you build and defend it.
Every live call and workshop is recorded, so you can catch up when you can't join live.
On your schedule
The lesson library
You'll have access to 50+ lessons, each 15 to 25 minutes long and organized by the five directions. Start with the self-assessment to see which direction needs you first, or go straight to the challenge in front of you. Every lesson ends with a section of your plan to fill in the CS Plan Builder.
An accountability partner
At onboarding, I pair you with another member at a similar stage. You check in at least once a month to keep each other moving on your plan. Your partner is also a sounding board outside the group for the decisions you're working through.
The CS Plan Builder
An AI-driven tool built on the CS Operating System. Each lesson adds a section to your CS plan. The tool runs your capacity, coverage and headcount math as you type, and reviews each section against the lesson before it goes in your plan. By the capstone, most of your plan is already written.
Private Slack community
Ask questions between calls and compare notes with leaders working through the same problems.
The Lead2Scale certification
Complete your Customer Success Plan and submit it to me for review. Once I've verified it, you earn the Lead2Scale certification and a verifiable digital badge for your LinkedIn profile.
The curriculum · Self-paced
What you'll work through at your own pace
50+ self-paced lessons across the five directions, built on my CS Operating System. Watch them whenever it suits your week, in whatever order you need. Every lesson ends with a section of your plan to fill in the CS Plan Builder, so what you learn becomes part of how your function runs.
Lead the Function
Module 1
Org Design and Charter
- The 5 Modifiers of org design
- The CS Org Design Map: roles, lanes, and when to specialize
- Writing your CS Charter, including what CS does not own
- KPIs and compensation: leading and lagging metrics, and what to pay on
Module 2
Segmentation, Coverage, and Capacity
- Segmentation as the anchor: choosing your criteria
- Coverage and engagement model: high-touch, pooled, digital
- Capacity modeling and headcount math
Module 3
Value Realization
- The SOP Value Model: strategic, operational, and productivity value
- Building your value map with Sales, Product, Marketing, and Support
Module 4
Customer Journey
- Guiding customers to value: mapping the lifecycle, exit criteria, and handoffs between teams
- Discovery: capturing each customer's challenges, outcomes, leading indicators, and baseline
- Onboarding and time to value
- Success planning and value reviews: the One-Slide Value Review, GROW stories, and ROI
- Running renewals: from the first signal to the signed order
- Growth: finding expansion and qualifying it for Sales
- Running a Customer Advisory Board
- Digital CS: differentiating the experience by segment
- Building playbooks: the process behind any playbook your team runs
Module 5
Operating Rhythm
- 1:1s, team reviews, and cross-functional syncs
Module 6
Data and Forecasting
- Health scoring that predicts risk
- Forecasting renewals and churn
- Forecasting expansion
Module 7
Tech Stack
- Building your tech stack around the operating model
Lead the Team
Module 8
Hiring, Standards, and Career Paths
- Hiring profiles and interview design
- Setting performance standards
- Career paths and progression
Module 9
Coaching and Enablement
- Coaching CSMs on their real accounts: account and deal reviews
- Building your team enablement plan
- Developing managers who coach
Module 10
A Team That Runs Without You
- Delegation and decision rights
- Building your bench and succession
Lead Across
Module 11
Cross-Functional Alignment
- Influencing without authority: how alignment actually gets built
- Sales: handoffs, deal qualification, and what CS can deliver
- Product: a feedback loop that gets acted on
- Finance: speaking retention economics and budget
- Marketing: advocacy, references, and lifecycle
- Support: escalations, ticket insight, and sharing the customer
- Bringing the customer pulse into the business
Lead Up
Module 12
Executive CS Leadership
- The language of executive CS leadership
- Recommendations over reports: rewriting your exec update
- Making the case for headcount and budget
- Reporting to the exec team and the board
- Managing up: your CEO and CRO relationships
Lead Yourself
Module 13
The Personal Leadership Anchor
- Your personal leadership anchor
- Protecting your energy at the senior level
- Planning your next role
Tools that work with you
AI-driven tools built on my frameworks
You bring your numbers and your situation, and the tool does the math, checks your thinking and keeps your plan in one place. New tools are added as the program grows.
2027 Customer Success Plan
Example Co
- Scope and charterLesson 1.3Done
- Coverage by tierLesson 2.2Done
- Headcount and hiring planLesson 2.3Done
- Value mapLesson 3.2Next
The capstone
Your Customer Success Plan
Everything you work on in Lead2Scale comes together in one plan: your CS strategy and operating model, written down and ready to defend. Whatever direction you start with, it feeds this plan.
You build it in the CS Plan Builder, lesson by lesson, test it in the Decision Room and Office Hours, and take it through a mid-year reset and an annual planning session with me and the group.
What your plan covers
- Your strategy and what CS owns
- Your operating model, org design and coverage
- Capacity, headcount and the case for budget
- How you'll prove value and forecast retention
- The objections you expect and how you'll answer them
Capstone lessons
- Building your CS plan
- Rehearsing your plan defense: scope, headcount, and objections
- Live mid-year plan reset and annual plan session
Real leaders, real impact
What CS leaders say about Lead2Scale
"I stopped throwing things at the wall to see what stuck. Now I know what to build now and what can wait and that I can scale the function to our stage instead of trying to do everything at once."
Ellen KuhnHead of Customer Success / Founding CS Leader"This isn't just helping me drive CS in this company. It's helping me develop as an executive for the rest of my career. There may be a point where I want to play a bigger game and be accountable to a board and this gave me that mindset."
Waira MendozaChief Customer Officer"We'd just come through an acquisition with two teams operating on completely different journeys. This let me look at it through a fresh lens and bring them together under one mindset."
Erin SmithChief Revenue Officer"I used to show the board our churn and it sounded like CS just wasn't doing its job. Now I show them why we're really churning — the root causes — and they realize, 'oh, it's not you guys.' It changed the whole conversation."
Mark MolinyaweDirector of Customer Success"My CEO wanted all the bells and whistles, and I needed to focus on the small steps that actually matter at our stage. The program gave me what I needed to push back and that has been so helpful."
Nicola CarrFounding CS Leader"The biggest unlock was learning where CS sits in the P&L. Once I started pointing our problems back to gross margin instead of calling them CS issues, executive leadership started making different decisions."
Theresa JosephVP of Customer Success"I've taken other CS courses. They're not as structured as this. It's the most structured, comprehensive framework I've encountered for treating Customer Success as a true organizational discipline. It gave me a diagnostic lens I didn't have before."
Suzanne HitchoSenior CS & Value Strategy Leader"CS doesn't have formal authority over sales, product, or engineering. My real unlock was learning to translate CS problems into the real business risk that gets everyone to act."
Lope Rodríguez CrespoCustomer Success LeaderWho it's for
Who should join?
L2S is perfect for you if you're:
- A Founding CS leader who wants to build your leadership on solid foundations from day one and skip learning what the seat requires the hard way.
- A newly promoted CS leader growing into the scope, the stakes and the shift from operator to executive.
- A CS Manager, Head or Director who's strong on the craft and knows your executive credibility, cross-functional influence and leadership through others need to reach the next level.
- VP of CS or Chief Customer Officer leading leaders and shaping how CS shows up at the executive table.
Who is this program not for?
L2S is not for you if:
- You're early in your career and not yet in a leadership role, or you're looking to break into CS with no prior experience.
- You want content to watch without applying it. Lead2Scale expects you to work on the real challenges in your org and put the work into practice.
Built by a CS leader. For CS leaders.
Designed by a CS leader who's built at every stage of growth
Hi, I'm Angeline. I've spent 17+ years in Customer Success, and if there's one thing I know, it's that CS never looks the same twice.
I've been the first CS hire, building from scratch with no roadmap. I've inherited teams that needed clarity and direction. I've scaled global orgs and I've helped shape a $13B publicly-traded company's approach to CS at every stage, the challenge wasn't effort. It was knowing what great CS leadership actually meant and what it took to build it.
Every leader has to figure out what CS looks like in their business. That includes the strategy, the operating model, the team, the credibility, and the influence. Lead2Scale exists to shortcut the years I spent figuring this out on my own.
If you're a CS leader ready to lead in every direction with intention, this is for you.
Angeline has been featured in
Membership
The January rate, locked in for as long as you stay
For Founding CS Leaders, Directors, VPs, Heads of CS, and CCOs who want a coach and a small group of peers for the decisions that come with the seat.
Best value
Pay in full
$995 / year
Billed once a year and covers 12 months of the program. You save $190 compared with the payment plan.
Apply to joinPayment plan
$395 × 3
Three monthly payments of $395 cover your first 12 months, $1,185 in total.
Apply to joinJoining in January gets you Lead2Scale at the lowest price it will ever be. You lock in this price for life.
Company budget
Get Lead2Scale paid for by your company
Most members cover Lead2Scale from a professional development, training, or CS team budget. The budget request kit gives you what you need to ask your manager for it.
Get the budget request kit- A two-page business caseWritten for your manager. It covers what the company gets from the program and what it costs.
- An approval email you can copyFill in the brackets and attach the business case. There is a short Slack version too.
- Invoicing for financeWe send the invoice through Stripe and your finance team pays it online.
Questions
Before you apply
How much time do I need to set aside each week?
Plan on an hour to an hour and a half a week, and block it on your calendar as focus time so it stays protected. Each lesson takes 15 to 25 minutes, plus a short section of your plan to fill in the CS Plan Builder, and you go through them at your own pace. The Decision Room and Office Hours are an hour each, once a month, and you check in with your accountability partner once a month. I ask that you join at least one live call a month. Every call is recorded, so a busy month doesn't put you behind.
Why is Lead2Scale 12 months? I don't have time for a long program.
Don't think of Lead2Scale as something you do on the side. It's part of your work as a leader. What you work on here is already on your plate: your CS plan, your headcount case, the reorg, the next conversation with your CEO. Lead2Scale is where you think those decisions through with me and a group of peers before you act on them. Every leader needs time set aside for strategy and for their own development, and this gives that time a structure. It runs for 12 months because the decisions keep coming all year, and your plan follows the same cycle: you build it, reset it mid-year and take it into annual planning with me.
How is Lead2Scale different from other CS leadership programs?
Lead2Scale is for CS leaders who want to work on their own function with a coach for a full year. Three things set it apart.
You build a plan you can defend. Every lesson adds a section to your Customer Success Plan in the CS Plan Builder. We take that plan through a mid-year reset and an annual planning session together, so you go into budget season with a plan you've already worked through with me.
It covers the whole job. The five directions take you past strategy into the parts of the role that decide how far you go: your CEO and board, your peers in Sales, Product and Finance, your team, and yourself.
The support lasts all year. Most cohort courses end after a few weeks. Lead2Scale keeps going with the Decision Room and Office Hours every month, an accountability partner, and a group small enough that I know every member's situation.
When you complete your Customer Success Plan, you submit it to me for review. Once I've verified it, you earn the Lead2Scale certification and a digital badge you can add to your LinkedIn profile.
When are the live sessions?
The Decision Room and Office Hours both run at 11 AM US Eastern.
How is the Decision Room different from Office Hours?
The Decision Room is a live call where you bring the challenges you're facing at work and we solve them together, with me and the group. Office Hours is a live call where you can ask me anything about the lessons and your CS plan, usually around a theme that keeps you on track to finish it.
When can I join?
Lead2Scale opens in January 2027 with a group of 10 CS leaders, who keep the January rate for as long as they stay. After January, I accept a limited number of new members each month. You still apply to join, and once you're accepted, you start with that month's onboarding call.
How does the January rate work?
The January group is the first 10 CS leaders to join. They pay $995 a year, or three monthly installments of $395, for as long as their membership stays active. The rate closes on January 31 or when all 10 seats fill, whichever comes first.
Can my company pay for it?
Yes. Most members cover it from a professional development or training budget. The budget request kit has a business case for your manager, an approval email you can copy, and how to have your company pay by invoice.
How is this different from 1:1 coaching?
Lead2Scale gives you the full curriculum, a group of peers, and the Decision Room and Office Hours every month. 1:1 coaching is six private sessions focused on the one challenge you bring. Some leaders do both.
10
seats in January
January 2027
I'm opening Lead2Scale to 10 CS leaders in January.
The January group starts together with an onboarding call. I'm keeping it to 10 so every member gets my attention on the work that matters to them. I review every application myself. You only pay once you're accepted. The January group keeps $995 a year, or three monthly installments of $395, for as long as they stay.
Apply to joinThe application has ten short questions and takes about five minutes.
Working on your leadership before January
1:1 coaching is open now if you want to start on your leadership before Lead2Scale begins in January.