The goal of this training was to reduce preventable customer churn by helping newer CSAs recognize emerging account risk earlier.

To identify what CSAs needed to do differently on the job, I followed Cathy Moore’s action mapping approach.

Working with ChatGPT as a simulated Director of Customer Success SME, I identified the key behaviors that distinguish more experienced CSAs from newer team members:

• Recognize signals that warrant deeper investigation

• Access and interpret relevant account information efficiently

• Identify patterns across multiple sources of customer data

• Choose an appropriate response based on the evidence

• Escalate account risk when additional support is warranted

From there, I designed branching scenarios that allow learners to practice these behaviors in realistic customer situations. I also identified supporting resources, including job aids and senior CSA support, that could help employees perform successfully on the job.