Coaching CS Reps on Moving from Support Tickets to Strategic Consulting
Designed for Customer Success Team Leads and Senior CS Reps at SaaS companies seeking to elevate their team’s role from reactive support to proactive business partners. to spark real collaboration and high-energy learning.
A 90-minute interactive virtual workshop. Audience struggles with CS teams being seen only as technical troubleshooters rather than strategic advisors, leading to low engagement in expansion conversations and missed opportunities for deeper value. Participants are experienced in ticketing systems but want practical tools to shift their mindset and coaching approach.
Ticket or Treasure Hunt
Participants are shown actual anonymized support tickets, some which have hidden signals of deeper business challenges. In small groups, they compete to spot which tickets are 'just support' and which are openings for strategic consulting. The debrief uncovers unexpected patterns.
Tap to view the full activity.
Why this works
Curiosity and competition drive attention, while real artifacts build relevance. Groups learn to spot consulting opportunities beyond the obvious.
Busting the 'CS = Fixers' Myth
Facilitator presents three common misconceptions about CS work (e.g., 'Our job is to close tickets fast, not consult'). Participants vote if each is myth or fact using reaction emojis, then discuss brief real-world stories that debunk these limiting beliefs.
Tap to view the full activity.
Why this works
Revealing misconceptions helps surface mental models that limit growth; social proof and stories create memorable corrective impact.
One-Minute Win Share
Invite everyone to post, in chat or on sticky notes, a time when they helped a customer beyond the ticket’s original scope—even if it was small. No pressure to speak out; just a quick, safe share. Read out a few highlights.
Tap to view the full activity.
Why this works
Participation is low-stakes, affirming, and helps surface successful behaviors already in the room, building confidence and belonging.
Consulting Coach Lightning Rounds
Pairs take turns role-playing a CS rep and a coach. The 'rep' reads a real-life ticket aloud. The 'coach' has two minutes to guide the rep toward a consulting approach, using prompts supplied by the facilitator. High energy, rapid switches, and encouragement.
Tap to view the full activity.
Why this works
Role-play with time pressure boosts engagement, reveals instincts, and builds real coaching skills. Fast feedback cements learning.
The Escalation Dilemma
Present a real-world scenario: A client’s ticket seems urgent, but their bigger business issue is lurking underneath. Ask: Do you fix the ticket quickly or pause to consult—knowing there’s risk either way? Debate pros/cons in two teams, then reveal what a top-performing CS consultant did.
Tap to view the full activity.
Why this works
Real dilemmas bring stakes and ambiguity, developing judgment and surfacing trade-offs. Hearing the ‘real’ answer validates nuanced thinking.
Personal Ecosystem Map
Guide participants to sketch a quick map of their own customer portfolio, marking where they’re mainly in ‘support’ mode versus ‘consulting’ mode. Invite them to reflect: Which relationship would they most like to shift, and why?
Tap to view the full activity.
Why this works
Active reflection ties learning to personal context, prompts commitment, and surfaces growth areas. Visualization helps make abstract goals concrete.
Sign up to unlock 3 more activities
Get the full pack, facilitation flow, and more ready-to-run ideas.