After completing this course, a Customer Success Leader will understand why strong segmentation is the foundation of an effective CS program, how to think about segmentation for the organization, examples of how different organizations set up their segmentation, and ways to report on segments to the leadership team and board.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group. Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

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After completing this course, a Customer Success Leader will understand how to evaluate the existing customer journey, how to develop a solid journey for each segment of the customer base, how to think about an excellent customer experience, and how to include cross-functional groups in the journey design process.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course a Customer Success Leader will understand what a playbook is, when it makes sense to build a playbook, how to kick off a playbook project and engage other teams in the project, how to develop health scores, how to automate plays using health scores, and how to manage a playbook going forward.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

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After completing this course a Customer Success Leader will understand how to decide on a high-touch or low-touch model, how to assess a new team, how to determine the correct ratio of customers to CSMs, which operations roles to hire and when, and how to plan a headcount budget based on existing customers and sales expectations.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course a Customer Success Leader will understand why metrics and goals are important to a CS team, how to gather critical information, the three main categories of customer success metrics, how to translate metrics into goals, and how to communicate goals to the success team and senior leadership.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course a Customer Success Leader will understand how goals and metrics relate to compensation plans, the 5 key decisions that must be made in order to build a compensation plan, how to model a variable plan, how to communicate a compensation plan upward and downward, and how to use alternatives to variable compensation.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course a Customer Success Leader will understand the characteristics of a great CSM, how to determine whether a candidate is proactive, how to create a model of the ideal CSM, how to write a job description that brings in top performers, how to write great interview questions, how to run an effective hiring process, and how to combat unconscious bias.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course a Customer Success Leader will understand the major areas that a new CS professional should receive training in, how to employ a variety of training methods to drive learning, how to get other teams involved in the onboarding process, and how to create an agile training plan.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course a Customer Success Leader will understand how to establish and communicate team goals, why one-on-one meetings are critical and how to structure them to drive performance, why and how to coach and delegate, and tactics for leading effective meetings.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

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After completing this course a Customer Success Leader will understand different approaches to change management, both customer and internal change management challenges, common blockers to change and ways to overcome them, and ideas for leading grass-roots change for maximum impact.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course a Customer Success Leader will understand the role of an executive, leadership team and board of directors, the expectations that senior leaders have regarding communication and reporting, common misconceptions, tactics for boosting their effectiveness and profile with the leadership team, and how to get a seat at the table.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course, a Customer Success Leader will understand who needs to see results, how to effectively report results both upward and downward in the organization, which success metrics are most important at different stages and to different audiences, and how to use the right reporting format to enable strategic decision-making.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course, a Customer Success Leader will understand when a digital customer journey is the right choice for their company or a segment of their customer base, how to develop a digital journey that is consistent with the company's brand and other higher-touch journeys, how to leverage different one-to-many technology options, and how to ensure ongoing success.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course, a Customer Success Leader will understand the roles that are a part of a success operations team, the skills required for various roles, customer success tech stack, CS operations role in strategy development, operations best practices and working in conjunction with a revenue operations team.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.

After completing this course, a Customer Success Leader will understand the role of an enablement team, skills required for enablement professionals, curriculum development best practices, examples of strong training and enablement programs, and tools to use for building an enablement program.

This is an instructor-led, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. Classes are 60 minutes long. Attendees will receive access to training session details via email upon receipt of payment.