Commercial Acumen
Build the commercial acumen to connect customer value to revenue, retention, and long-term growth. Learn how to understand your customer’s business, run better discovery, and drive outcomes that matter.
Customer Success is no longer just about adoption and health scores. Today, CSMs are expected to influence retention, expansion, and revenue growth. That means understanding your customers at a deeper business level and clearly connecting the value you deliver to commercial outcomes.
By enrolling in this course, you will learn how to:
- Understand what commercial acumen means for Customer Success
- Use internal and external research to uncover customer priorities, risks, and opportunities
- Run effective discovery to validate success metrics and stakeholder motivations
- Link customer value to renewals, expansion, and net revenue retention
- Build account plans that keep you focused on outcomes that matter
This course gives you practical tools and real-world examples to help you think more commercially, speak the language of revenue, and position yourself as a strategic partner to both your customers and your business.
The Coaches
Rav Dhaliwal
Investor, Crane Venture Partners
Rav is a former Software Executive and author with over 25+ years in Enterprise Software starting in global multinationals such as IBM, Microsoft and Salesforce, and for the last 12 years of his career being a very early employee in several fast growing startups that exited, including Yammer which was acquired by Microsoft for $1.25B, Zendesk which recently went private at $10B and latterly Slack, where, as the first UK employee he established the UK business and founded and led the global Customer Success team. For the last 6 and half years Rav has worked as an early stage Venture Capital investor as well as advising various Venture Capital, Growth Equity and Private Equity funds where he specialises in helping their portfolio companies on the ARR to NRR journey.
Penny Orme
Founder & Director, Revintis
Penny Orme is a revenue leader with over 30 years' experience growing B2B software companies across startups and global enterprises. In her roles as CRO, COO, and Chief Customer Officer - she’s built and led high-performing revenue teams across sales, customer success, and operations , and is the co-author of The Female Sales Leader, published by MEDDICC. Penny now partners with ambitious B2B software companies as an advisor and NED - bringing C-suite experience and hands-on insight to help them accelerate growth, build strong revenue foundations, and drive commercial performance at every stage.