Coaching vs Consulting in Customer Success: What’s Right for You?

Customer Success leaders are increasingly turning to outside support, but should you hire a coach or a consultant? The answer depends on what you need, your goals, and how hands-on you want the help to be.

What’s the Difference?

Consulting is often project-based and focused on execution. Consultants assess the situation and tell you what to do, or do it for you. Coaching is about helping you unlock your own answers. It focuses on strategy, decision-making, and building your long-term capacity as a leader.

When You Need Coaching

• You want to build your leadership confidence and strategic thinking

• You’re leading a growing CS team and need a sounding board

• You’re navigating change (new role, product shift, org redesign)

• You want support in building scalable CS operations

What Coaching might Look Like

• 1:1 sessions tailored to your goals

• Strategic planning for CS org growth

• Help with metrics, segmentation, hiring, and career development

• Honest feedback and accountability

Why It Works

Clients appreciate coaching because it meets them where they are. It’s not a cookie-cutter framework—it’s strategic partnership.