CS enablement sounds excellent on paper, but does it actually make a difference? We talk a lot about training, tools, and resources, but are they making CSMs more effective? The best enablement programs help teams stay ahead of customer needs, drive engagement, and create real impact. 

At our Customer Success Snack events, we explored how customer enablement is reshaping the way businesses support and engage their customers. From intuitive self-service resources to AI-driven personalization, the goal is to help customers succeed—faster and with less friction. But here’s the challenge: Are we truly empowering customers or just offloading support onto them?

Across our sessions in Munich, Berlin, Ghent, Bucharest, Amsterdam, Copenhagen, and Paris, we tackled key questions about what real customer enablement looks like.

Onboarding and continuous training 

Are we genuinely equipping teams, or just adding layers of unnecessary complexity?

The truth is, that training should be all about giving teams the skills and knowledge they need to thrive in their roles. But too often, onboarding becomes this overwhelming process where people are bombarded with a ton of information that isn’t even relevant to what they’re actually doing day-to-day. Instead of focusing on what really matters, we end up cluttering the process with too much theory or unrelated details.

So, what’s the solution? It’s about making sure training is practical and tailored to the specific challenges the team will face. For example, instead of a general training session about the company’s mission or vague customer service principles, we should be diving into product knowledge, customer pain points, and the exact processes the team will use to help customers succeed. This way, they can walk away feeling prepared and confident, not just overloaded.

And it doesn’t stop there. Continuous training is key, but it needs to be focused and relevant. We’re all working in an environment that’s constantly changing—new tools, new strategies, and new customer needs. By cutting out the fluff and making sure training is directly applicable to the team’s work, we can actually empower our CS teams to succeed, rather than overwhelm them with unnecessary complexity. That’s the real key to driving customer success.

Are the latest tools making a difference, or are they just costly distractions?

Access to the latest technologies can be a game-changer, but only if they truly serve the team’s needs. Too often, businesses jump on the newest tools without considering whether they align with their goals or simplify workflows. Instead of being a helpful asset, these tools can become costly distractions that require time and effort to learn. The key is ensuring that technology is implemented with clear objectives in mind, enhancing efficiency and driving meaningful outcomes, rather than just adding complexity.

Is continuous learning a real priority, or merely lip service?

Leadership support for continuous learning should go beyond lip service. It’s about creating a culture where learning is actively encouraged, supported with resources, and integrated into everyday practices. Leaders must model a commitment to growth by investing in training, providing time for skill development, and fostering an environment where feedback is valued. When continuous learning is truly prioritized, it empowers teams to stay ahead, innovate, and consistently improve, driving long-term success for both individuals and the organization.

At our event, we challenged the status quo. Are our enablement efforts driving real results, or are we trapped in a cycle of ineffective initiatives? 

What CS enablement strategies have you found most effective, and are they delivering the promised outcomes?

Key Learnings from the Events

1. Implement Automation Tools to Support CSMs (Copenhagen)

Introduce tools like Custify for streamlined workflows and Eloomi for onboarding new employees. Use these tools to automate repetitive tasks and provide structured training, allowing CSMs to focus on meaningful customer interactions and scale their efforts effectively.

2. Create Clear Role Definitions for CS Teams (Copenhagen)

Conduct a role-mapping exercise to distinguish the responsibilities of Customer Success Managers, Account Managers, and other customer-facing roles. Align these roles with the customer journey to ensure clarity, prevent overlaps, and enhance team efficiency.

3. Optimizing CS Enablement Through Meetings & Customer Involvement (Amsterdam)

Meetings can be a game-changer or a time drain—so how do we make them work for CS enablement? The key is setting clear objectives, keeping discussions focused, and using the right technology to enhance efficiency.

Beyond internal alignment, real impact comes from involving customers early in product development. When their needs shape the roadmap, satisfaction increases, and support tickets decrease. At our Amsterdam session, we explored how collaboration and smarter meetings drive better customer success outcomes.

4. Fostering Continuous Improvement & Knowledge Sharing (Amsterdam)

Customer Success thrives on shared knowledge and continuous learning. In Amsterdam, we explored how to build a culture of collaboration—encouraging shadowing, recording sessions, and open communication to keep teams aligned and learning from each other.

But learning isn’t enough without measurement. Regularly assessing enablement effectiveness through feedback and performance metrics ensures we’re making meaningful, data-driven improvements. The goal? A CS team that’s always evolving, always improving, and always delivering better customer experiences.

5. CS Enablement Must Be Market-Specific (Paris)

When it comes to customer engagement, the key is localization. This means adapting content, communication styles, and support methods to reflect the preferences, language, and behaviors of each market. For example, while a North American audience may appreciate direct, fast-paced communication, European clients may prefer a more formal, detailed approach that values relationship-building.

6. Shift from Reactive to Proactive CS (Paris)

Anticipate customer needs instead of waiting for problems to arise. Use data and insights to engage customers at the right time. Collaborate across teams to drive long-term value and reduce churn.

For example, if data shows a customer isn’t using key features of the product, it might indicate confusion or a lack of engagement. This insight allows the CS team to reach out proactively, offering guidance or training before the customer becomes frustrated or disengaged.

7. CS Teams Must Evolve with Company Growth (Munich)

Customer Success strategies should adapt based on a company’s stage—startups need agility, scale-ups require structured processes, and mature organizations must prioritize analytics and business impact. A rigid approach limits effectiveness and scalability. Flexibility in CS enablement ensures continued alignment with business needs at every stage.

8. Technical Mastery is a Competitive Advantage (Munich)

Deep product and technical knowledge empower CS teams to resolve issues faster, reducing dependency on other departments. Investing in technical training and resources enables proactive problem-solving and stronger customer trust. A well-equipped CS team enhances efficiency, leading to better retention and long-term customer satisfaction.

9. Implement Customer Success Operations for Efficiency and Impact (Ghent)

Streamline processes by establishing a dedicated Customer Success Operations (CS Ops) role. Reduce the administrative burden on CSMs to free up time for proactive engagement and strategic guidance. Focus on optimizing workflows to accelerate customer success enablement and improve overall efficiency.

10. Tailor Customer Success Enablement to Business Size and Needs (Bucharest)

Enablement strategies must be customized for Enterprise and SMB customers, as their challenges and goals differ significantly. Enterprise CSMs need deep product knowledge, strategic relationship management, and advanced CRM skills, while SMB CSMs must focus on efficiency, quick onboarding, and automation. A one-size-fits-all approach doesn’t work—training must align with the scale, complexity, and expectations of each customer segment.

Ready to take your CS enablement strategy to the next level? Join us at our next Customer Success Snack event, where industry leaders and innovators will tackle real challenges, share actionable insights, and help you transform your approach to customer success.

💡 What’s in it for you?
✅ Exclusive hands-on workshops with top CS experts
✅ Practical strategies you can implement immediately
✅ Networking with like-minded professionals
✅ A front-row seat to the latest trends in CS Strategies

🎟 Tickets are limited—secure yours now! Don’t miss out on the opportunity to gain fresh insights and connect with industry peers.

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