CSM Practice
CSM Practice is a boutique customer success consulting firm founded in 2014 that helps mid-market and enterprise technology companies design, build, and scale customer success functions using its proprietary The Customer Method® framework, serving 100+ clients including New Relic, Delphix, HERE, and Vertex.
- Company typePrivate
- Founded2014
- HeadquartersCupertino, United States
- Headcount1–10
- GTM typeB2B
- OfferingServices
What CSM Practice does
CSM Practice is a boutique customer success consulting firm founded in 2014 in Cupertino, California, positioning itself as the first customer success strategy consulting firm in the world. The firm helps mid-market and high-growth technology companies reduce churn and grow upsell/expansion revenues by designing, implementing, and operationalizing customer success functions. Its core offering is The Customer Method®, a proprietary consulting methodology covering CS strategy, process assessment and development, playbooks, organizational design, and executive coaching for newly appointed Heads of Customer Success. The firm has worked with 100+ technology and service organizations including New Relic, Delphix, Veriforce, HERE Technologies, Vertex, Intermedia, Wind River, VitalSource, and SmartMoving.
The company's product portfolio spans three core professional services — Customer Success Strategy Consulting, Customer Success Process Assessment & Development, and The Customer Method® Academy (a structured training program for new Heads of CS) — supplemented by a content ecosystem that includes The Expansion Selling Book, The Customer Success Podcast, a 91+ page blog, a Resource Library of infographics and templates, and a YouTube channel. Revenue is generated through quote-based, multi-year consulting engagements and project work, with potential subscription-style revenue from the Academy program. There are no proprietary software products, APIs, or AI/ML capabilities; the firm integrates with conventional CRM (Salesforce) and support (Zendesk) stacks but does not build technology of its own. The leadership team consists of CEO and Chief Customer Officer Irit Eizips, a 2013-vintage CS practitioner with 17+ industry recognitions including the 2024 CX Hall of Fame, supported by an advisory board drawing from Gainsight, SAP, Cisco, and LinkedIn (Glint). CSM Practice holds partnerships with the Customer Success Association (CSA) and TSIA, is privately held with no disclosed funding, and operates with 1–10 employees.
CSM Practice firmographics
Firmographics- Name
- CSM Practice
- Legal name
- CSM Practice
- Website
- https://csmpractice.com
- Company type
- Private
- Founded year
- 2014
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- CSM Practice is a boutique customer success consulting firm founded in 2014 that helps mid-market and enterprise technology companies design, build, and scale customer success functions using its proprietary The Customer Method® framework, serving 100+ clients including New Relic, Delphix, HERE, and Vertex.
- Ownership category
- akta.pro rank
CSM Practice industry classification
Industry- Product category
- Customer Success Consulting
- NAICS
- Management Consulting Services (54161), Professional and Management Development Training (61143)
- SIC
- Services-Management Consulting Services (8742), Services-Educational Services (8200)
- akta.pro primary industry
- Customer, Marketing & Sales Consulting (BPAHACAG)
- akta.pro secondary industries
- Customer Success (Adoption, Retention & Expansion) (EDABABAG), Customer Onboarding, Education & Adoption (CS Enablement) (EDABACAI), Knowledge Management & Script/Playbook Development (EDABACAM), Customer Success Operations & Health Scoring (Renewals/QBRs) (EDABABAM)
Keywords
Where CSM Practice is headquartered
LocationHeadquarters
- HQ city
- Cupertino
- HQ country
- United States
- HQ region
- North America
Markets served
CSM Practice business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Marketing or Sales, Operations, Technology or R&D
Revenue model
- Consulting Services: CSM Practice generates revenue through consulting engagements with technology and service organizations. Services include customer success strategy development, process assessment and implementation, and executive coaching programs. Engagements are project-based or through The Customer Method® Academy subscription program for ongoing support.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom consulting engagements |
Go-to-market motion1 record
Distribution channels1 record
Marketing channels6 records
CSM Practice product offering
Product offeringCore offering
CSM Practice is a boutique customer success consulting firm that helps mid-market and high-growth technology companies design, build, and scale customer success organizations. The firm delivers strategy consulting, process assessment and implementation, and the Customer Method® Academy training program for newly appointed Heads of Customer Success. Services are grounded in the proprietary Customer Method® framework, which includes playbooks, templates, and organizational design guidance.
Product overview
CSM Practice is a customer success consulting firm and the first of its kind in the world, established in 2014. The company offers a portfolio of professional services including Customer Success Strategy Consulting, Customer Success Process Assessment & Development, and The Customer Method® Academy training program. These core offerings are supported by content resources including The Expansion Selling Book ebook, The Customer Success Podcast, the CSM Practice Blog, and a Resource Library of infographics and templates. The company operates The Customer Method® as its proprietary framework for building world-class customer success organizations.
Differentiator
Problem solved
Functional benefit
Products and services
- Customer Success Strategy Consulting Advisory services including gap assessment, strategy design, and implementation support to help companies develop and execute customer success frameworks aligned with their business model and go-to-market strategy.
- Customer Success Process Assessment & Development Analysis and development of customer success processes, policies, and playbooks with adoption and change management support to scale operations and deliver consistent customer experiences.
- The Customer Method® Academy A comprehensive subscription program for newly appointed Heads of Customer Success, providing game plan sessions, templates, playbooks, open office hours, and private community access to build high-performing CS functions from scratch.
Quantifiable outcome
- New Relic planned to double revenues with CSM Practice's help implementing world-class CS organization
- +2 more outcomes
Companies that use CSM Practice
Customer profileNamed customers9 records
Segments2 records
Ideal customer profiles2 records
CSM Practice technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration2 records
Feature1 record
CSM Practice partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core.
- Customer Success Association (CSA)coreCSM Practice is a proud partner of the Customer Success Association, the leading industry body for the customer success profession. This partnership aligns CSM Practice with the broader customer success community and industry standards.
- TSIA Consulting Alliance PartnercoreCSM Practice is a TSIA Consulting Alliance Partner, collaborating with the Technology & Services Industry Association (TSIA) on research, best practices, and thought leadership for the technology and services industry.
Scale indicators2 records
Recent moves1 record
Expansion highlights4 records
CSM Practice competitors and assessment
Company assessmentBroad incumbents
- Deloitte Digital: Large global consultancy with a customer experience and subscription-revenue practice; targets the same enterprise customer success transformations that CSM Practice competes for at the high end.
- Slalom: Boutique-to-mid-market technology and strategy consultancy with customer experience practices; competes with CSM Practice for mid-market and high-growth tech customer success transformation work.
- Vitally: Customer success platform for B2B SaaS that also bundles CS best-practice enablement; competes for the same mid-market SaaS customer success budget as CSM Practice's consulting and Academy offerings.
- Gainsight: The leading customer success software platform; offers an in-house professional services and CS best-practice practice that overlaps directly with CSM Practice's advisory work, particularly on CS maturity assessments and Gainsight implementation.
- McKinsey & Company: Global strategy consulting firm with customer experience and growth practices that overlap with CSM Practice's enterprise CS strategy engagements, particularly at large Fortune 500 clients.
- Planhat: Customer success platform serving B2B SaaS with both software and customer success enablement services; competes for the same mid-market and high-growth tech buyer that CSM Practice targets.
- Catalyst (formerly Catalyst/Totango): Major CS software platform (formed from the merger of Catalyst and Totango); sells CS strategy and playbook advisory alongside its software, competing for the same customer success leader budget as CSM Practice.
- ChurnZero: Customer success software vendor that also offers CS strategy and implementation services to mid-market SaaS companies; comparable buyer base and overlapping engagement scope with CSM Practice.
- Bain & Company: Global strategy consulting firm with a dedicated Customer Strategy & Marketing practice; competes with CSM Practice on enterprise CS and recurring-revenue strategy engagements.
Others
- TSIA (Technology & Services Industry Association): Industry association and CSM Practice's alliance partner; not a direct competitor but produces CS research, benchmarking, and consulting partner referrals that overlap with CSM Practice's positioning.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat3 records
Key risks6 records
Key highlights7 records
Customer concentration
CSM Practice social profiles
Digital presenceCSM Practice financial estimates
Financial estimateRevenue estimate
Valuation estimate
CSM Practice leadership team
Management profileNumber of profiles
Profiles1 record
CSM Practice funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
CSM Practice M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about CSM Practice
What does CSM Practice do?
CSM Practice is a boutique customer success consulting firm that helps mid-market and high-growth technology companies design, build, and scale customer success organizations. The firm delivers strategy consulting, process assessment and implementation, and the Customer Method® Academy training program for newly appointed Heads of Customer Success. Services are grounded in the proprietary Customer Method® framework, which includes playbooks, templates, and organizational design guidance.
Is CSM Practice a public or private company?
CSM Practice is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was CSM Practice founded?
CSM Practice was founded in 2014. It employs 1 to 10 people.
Where is CSM Practice based?
CSM Practice is headquartered in Cupertino, United States, in the North America region.
How does CSM Practice make money?
One revenue line is on record: consulting Services.
Who are CSM Practice's main competitors?
Broad incumbents on record are Deloitte Digital, Slalom, Vitally, Gainsight, McKinsey & Company, Planhat, Catalyst (formerly Catalyst/Totango), ChurnZero and Bain & Company. TSIA (Technology & Services Industry Association) is listed as an others.
Does CSM Practice have an API?
No public API is recorded for CSM Practice.
What industry is CSM Practice in?
CSM Practice's product category is Customer Success Consulting. Its primary akta.pro industry code is BPAHACAG, Customer, Marketing & Sales Consulting, with a secondary code of EDABABAG, Customer Success (Adoption, Retention & Expansion). Its NAICS code is 54161 and its SIC code is 8742.