CSM Time Mastery Course - Glide Consulting

"I feel like I spend most of my time putting out fires for customers and internal departments."

Does that sound familiar? If so, you're not alone. We've worked with hundreds of Customer Success Managers over the past five years, and "firefighting" comes up in every conversation.

When you spend most of your time reacting to crisis after crisis, there's no time left over to be proactive about renewals and expansion.

Here are some of the things we've heard from other CSMs about what it feels like to be trapped in this vicious cycle:

  • “There's an unlimited variety and unlimited volume of work.”
  • “I was working fifteen hours a day and it wore me down.”
  • “I switched context 100 times a day.”
  • “I didn’t ever have enough time because we were always dealing with ad hoc processes and tactical stuff.”
  • “We couldn’t do much more than to put one foot in front of the other.”
  • "I felt completely ineffective at my job."

That's not a pretty picture, and it raises a difficult question:

How can you ever break the cycle and start being proactive if there just aren’t enough hours in the day?

The answer is simple: you can't, and the results are obvious.

  • Accounts slip through the cracks at renewal time.
  • Customer Support response times are out of control.
  • Sales and Customer Success just aren’t on the same page.
  • Everybody on your team seems really busy, but nothing gets done quickly.
  • You daydream about quitting.

CSMs are proactive, strategic thinkers. We're known by friends and peers to have the innate ability to empathize with almost anybody. Our inclination to push through difficult situations sets us apart, and we don't shy away from challenges.

We put far more pressure on ourselves than our managers/execs ever could. Since we tend to prioritize the needs of others, critical self-care routines break down when stress is high. Morning Yoga plans quickly turn into two bagels and a barrage of placating emails to upset customers.

"Sometimes, I feel like my entire job is to email 'sorry for the delayed response' to customers."

Again, another real quote from a CSM.

A lot of companies resort to hiring more CSMs in hopes the renewal/expansion problem will magically disappear. Others throw meaningless bonuses at managers, hoping they'll get more work per hour out of them, and improve morale. Worse yet, stressed managers will resort to micromanaging you in an attempt to make quarterly numbers.

Unfortunately, hiring more people doesn’t solve the problem, nor does pressuring you to ‘hit your numbers’.

Luckily, it doesn't have to be this way.

Think of what your next quarter could look like if:

  • You have the time to prevent fires before they start.
  • You have so much extra time on your hands you can take on more accounts.
  • You go home feeling lucky to get paid for what you do.
  • Managers value what you did get done, instead of resenting you for the things you failed to get done.
  • The work you do no longer feels trivial, but important.
  • Instead of responding to angry emails at 10:30pm, you're in bed getting rest after spending the evening with people you love.

Here are some of the personal results we've seen elite Customer Success Managers achieve:

  • “I’m actually looking forward to going into work on Monday.”
  • “I don’t have to shovel food into my face at lunch time anymore, instead I take 30 minutes to enjoy an actual lunch break with colleagues.”
  • “I have more time to do the things I love to do, like developing my relationships with clients.”
  • “I don’t context-switch 100 times a day any more, in fact, I choose when I want some variety in my day.”
  • "I didn’t have to take any sick time this quarter - I used to get random colds from the stress.”
  • “I have time to work on my own professional development.”
  • “I don’t need to negotiate with my partner about where my time is spent - they get my undivided attention, not my emails or Slack.”

...and here are some of the business results we've seen healthy Customer Success Managers achieve:

  • "Usually, preventing an account from cancelling was considered a win. Now, they reach out trying to negotiate longer contracts."
  • "We stopped dreading renewal conversations. Their tone changed from the usual 'hmm...we're exploring other options...' to 'of course!'."
  • "A bunch of my best accounts referred their friends this quarter. My managers were amazed."
  • "Customers started reaching out to me for upgrades - my Account Managers are running out of things to sell!"
  • "Other managers ask me for advice on how to get their teams to perform as well as mine."

You could get the same results in 4 weeks time.

In our cumulative 15+ years working with Customer Success teams, we've helped countless CSMs take control of their time, their careers, and their lives.

We've also spent tens of thousands of dollars developing free resources for CS professionals, and hundreds of hours sharing what we learned from our failures and triumphs with others.


That's why we are so excited to share our brand new course...

CSM Time Mastery

In this interactive course, we'll show you:

  • How to gracefully avoid time-wasting projects, calls and customers
  • The step by step guide to set up your time mastery command center
  • How to spend less than an hour a day in email (which is 7+ hours less than most CSMs)
  • The exact process the top 1% of CSMs use to set, track and achieve their day to day goals
  • How to create a schedule that sets you up to execute, instead of context-switching 100x a day
  • The specific tools and tactics to handle relentless requests for your time
  • The proven email scripts we've used in frontline CSM teams

... and much, much more.

Caitlin EverettClient Success Manager at Concur

I told my boss it was a huge game changer and money well spent!

Chalymar BarkarrCustomer Success Manager at Invoca

I feel more empowered to take control of my time and have new ways to do so.

Matt KrzyzynskiCustomer Success Manager at Treehouse, Inc.

Overall, [the course] showed me the need for more discipline in my day, which in turn creates positive effects not only in work but my personal life.

Cindy HungSenior Manager of the Agency Customer Success Team at Workday

The CSM Time Mastery Course put into concrete action and words everything I thought I might be doing wrong — and confirmed the ugly truth of it all.

I took a good, hard look at why I'd allowed myself to be cornered into working inefficiently, and felt re-energized at the exercise of seeing what my days SHOULD look like, and where I should be spending my time.

It reminded me why I fell in love with Customer Success in the first place.

With concrete suggestions and tools, the course also helped me make some small but significant changes to the way I work so that I could start controlling my environment instead of letting it control me.

I'm excited to continue down the path of mastering my time, and teaching others around me how to do the same.

Thank you to Nils and the Glide Consulting team for a great course.

Lauren WendlandSenior Director of Customer Success at Leanplum

Working with Nils as a coach has been a game changer for me. I was struggling to be an effective leader, constantly bogged down by the endless email, back to back meetings and other people dictating how I prioritize my day. This resulted in long days, working weekends and the sense of spinning my wheels with out any feeling of accomplishment.

Nils put together a program with me that enabled me to

take my time back
and own how I choose to focus my days. He’s a master in time management and tactics in email organization. Further more, he works with you to understand your specific pains and empower you to own your days. Due to this, I no longer move from meeting to meeting without purpose but tackle each day with a plan and utilize my time in the most effective way possible.

Want access to CSM Time Mastery for you and your team?

Access to CSM Time mastery is only available in certain packages offered by Glide Consulting.

Book a CS Strategy Call to find the package that best suits you.

Here's a sneak peek:

The core modules include new video lessons, action steps and tactical step-by-step instructions you can implement right away.

Here’s a breakdown of the four weeks of course content:

Week 1: Define who is in control

1. Getting to know you
2. The 3 steps to time mastery
3. Why can't you manage your time?
4. Who is in control?
5. What's going to be different?
6. Congratulations, you've set your RAS!

Week 2: Set your agenda

7. Where do you spend your time today?
8. Where do want to spend your time?
9. How do you actually spend your time?
10. Set up your command center

Week 3: Email mastery

11. How to control your inbox in 1 minute
12. How to stop hovering in your inbox
13. How to get to inbox zero
14. How to combine email with your command center

Week 4: Build an accountability system that will stick

15. How to set goals you can measure
16. How to call BS on yourself
17. How to build your own success log

The time mastery vault

We’ve also added an additional vault of extra resources, including some advanced material, including:

  • How to say no to customers (and why you should)
  • 10 super simple systems to rescue your time
  • How to create your perfect work day
  • The highest and best use of your time matrix
  • 3 simple email tips to protect your inbox

Plus a 42-minute audio interview with Larisa Wolf, Senior CSM at Jobvite. Larisa walks through the step by step process she's taken to achieve a level of time mastery that you simply won't believe. 

Are you ready to stop firefighting and start being proactive? Here's what some of our students have had to say about the course.

Jeffrey NadeauCustomer Success Team Lead at Leanplum

Since I have taken the course, I have seen a huge impact on how I manage my day and my inbox. I feel more in control with my time and I now take action on every email so nothing sits there long without me knowing what is needed to be done.​

Julie SovieroCustomer Success Program Manager at e-Builder

They are fairly simple concepts, but the challenge is implementing. The course gives the steps to get you through implementing change with accountability.

Shamirum BenjaminCustomer Success Manager at Velocity EHS

What this course helped me see is that I am not likely to change my nature, BUT,

I can use and modify existing tools and strategies to help me along the way

Jason LauritsenDirector of Customer Success at Quantum Workplace

My CS team and I also went through Glide’s Time Mastery Course together.

We met once a week as a team to discuss the topics covered in the course
. Over the month, I gained a deep insight into the mindset that my CSM’s have when it comes to managing their time. This coupled with the exercises and tools from the course resulted in an enormous amount of value for me and the CSM's.

Changing habits around time management can be a challenge but thanks to Glide’s Time Mastery Course, we now know what to do.

Want access to CSM Time Mastery for you and your team?

Access to CSM Time mastery is only available in certain packages offered by Glide Consulting.

Book a CS Strategy Call to find the package that best suits you.

Remember that old saying, 'time is money'? After you put these steps into action, this course will literally pay for itself in time saved. By the way, we offer a 100% money-back guarantee. If for any reason, you want a refund, we've got your back.

Frequently Asked Questions

1) Is there a refund option if I don't like the course?

Yes, absolutely. If you are not 100% satisfied with the course after two weeks, you can get a full refund. The risk is on me to prove how valuable this system is for Customer Success Managers.

2) Why is the refund only available for 2 weeks?

The first two weeks are critical for success in mastering your time. If you don’t do the work or don’t agree with the approach, the second half of the course, which focuses more on tactics, won’t make a difference. I want you to be successful and doing one half without the other isn’t going to set you up for success.

3) Are the strategy sessions with Nils individual or group sessions?

There are 2 group strategy sessions with Nils. They will be offered at 2 weeks and 4 weeks into the course. The goal of these sessions is to work through your specific situation/questions. Come to these calls with your challenges and you'll have the opportunity to work directly with Nils.

4) How can I trust you and what you are teaching?

This course was built by a CSM for CSM's. I know what it's like in your day-to-day life working with clients, some external and some internal. I know how many demands are placed upon you every day. I know how hard it is to say NO.

I've been fortunate enough to work with incredible people who mastered their time. I adapted their strategies for the world of Customer Success and that is how the CSM Time Mastery course came to be.

I was recently named one of the top 25 influencers in Customer Success. You know where my passion lies 🙂

5) What format is the content in?

For each of the four modules, there are a series of units that comprise each module. Each unit features a video lesson from me and many have associated exercises to complete.

In the videos, I share the key concepts, examples and personal stories along with instruction for the exercises to complete. The exercises are completed on the unit page right below the video and the answers are always available for you to see once you have submitted them. This is helpful when you want to revisit a completed unit which you can do at any time. See question #9 below for screenshots.

Access to the modules is controlled so that each week you get access to the next module. I have found that the most effective way to learn this material is to systematically work through it over 4 weeks.

6) Do you offer group discounts?

Yes! A 10% group discount is available for groups of 5 or more. Email "nils [at] glideconsultingllc.com" with a request for a discount code. A discount code will be set up for the number of registrants you have and each person will enter the code at checkout. 

7) I'm based outside of the US, can I still sign up for the course?

Absolutely! We have had many students from around the world join us. You will see a country dropdown on the checkout page. Just select your country and you'll be all set. After you sign up, you will get immediate access to the course.

8) What is the time commitment per week to go through the course?

This course can be completed by dedicating no more than 30 minutes per week to the videos and exercises. We have purposefully made it fairly easy to digest the information and then apply the material. Applying the material will happen as a normal part of your day-to-day activities.

9) Can I see what it looks when I log into the course?

Here is a screenshot of the course outline:

Here is a screenshot of one of the course units

10) What are the "accountability emails" noted in the Platinum Package?

If you ever struggle with putting yourself first, then this accountability program is for you. Nils will personally email you with a series of questions to help you build a plan for how to get through the Time Mastery Course. Then, throughout the course, Nils will personally email you to ensure you are staying on track with the plan you defined in the beginning. Let's face it, sometimes we all need some help with accountability and this program is designed to ensure you put yourself first.

11) What's in The Vault?

The Vault contains a number of helpful tools to continue your learning in the area of Time Mastery. The tools include cheat sheets, guides and an interview with a Sr. CSM who has mastered her time. You'll hear first hand how she keeps control and gets more done than anyone else on her team.