Client Success as a discipline or company department must constantly evolve, change and grow to meet demanding market shifts and your client’s ever-changing needs. Organizations must accept that scaling these vital team members often results in your company being “only as good as your weakest link” in the eyes of your client. I determined we needed a certification process to remove ambiguity, uncertainty and frustration with the interpretation of so many changing ‘top’ priorities and KPIs. I attempted to outsource by engaging consultants but due to heavy senior leadership reprioritization and pivots, quickly decided to create and develop the program in-house. In partnership with Mark Holoska, Client Success Director, we collaborated, pulled content from multiple sources, used TSIA as a resource, selected topics to have the earliest impact and launched the inaugural program in 2017. Success was measured by CSM test scores, surveys and with senior leadership. This is a model others can easily follow. Only "you" know where to start and what to place proper emphasis on for the greatest gains.