Customer Success isn't just CSMs; each company decides whether teams like expansion sales, Support, and Implementation fall under the CS umbrella. In this class, we explore different models and talk through how you might choose the one that's right for you company.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

Class Date: 9/11/2024 at 9am Pacific

If customer success is the job of the entire company, each team must do their part. In this class we unpack how to communicate and plan with leadership peers to establish and maintain high-morale teamwork that builds toward meeting the goals of the company as well as each team.

This is a live, 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. Participants will receive access to training session details via email upon receipt of payment.

This class will be held on September 25, 2024 at 9am Pacific.

In this class Customer Success leaders will learn how an effective onboarding experience drives customers to adopt and see value faster, and how an ongoing customer education program keeps them engaged as environments change and your solution evolves. As an added bonus, discover how to leverage an external enablement program as a head start to creating an internal enablement program.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

After completing this class 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 a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

In this class, you will learn the difference between leading individual contributors and leading leaders.

This is a live, 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. Participants will receive access to training session details via email upon receipt of payment.

This class will be held on October 2, 2024 at 9am Pacific.

After completing this class a Customer Success Leader will understand how to consolidate 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 a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

After completing this class Customer Success Leaders 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 a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

This class will go over thorough mapping of roles that are a part of a success operations team, including data, programs, and enablement. You’ll be able to identify 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 a live, 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. Participants will receive access to training session details via email upon receipt of payment.

This class will be held on September 18, 2024 at 9am Pacific.

After completing this class 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 tactics for leading effective meetings.

This is a live, 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. Participants will receive access to training session details via email upon receipt of payment.

After completing this class a Customer Success Professional will understand how to give proper goal-setting, delegate appropriately, provide constructive feedback, and execute a full performance management cycle.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

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

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

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

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

After completing this class Customer Success Leaders 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 a live, 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.

Participants 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 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 a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

Senior leadership is a juggling act and it's easy to be pulled in an unproductive direction. In this class, you will learn how to create a compelling vision for your organization, identify the goals and plans that matter most, and stay on target.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

Class Date: 9/4/2024 at 9am Pacific

After completing this class a Customer Success Leader will understand who needs to see downward-facing results, and how to effectively report them, including which success metrics are most important at different stages and to different audiences, and how to use the right reporting format to drive team performance.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

Customer Success Leaders must understand how different leadership roles need to see different results, how to effectively forecast and report results upward 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 a live, 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. Participants will receive access to training session details via email upon receipt of payment.

This class will be held on October 16, 2024 at 9am Pacific.

After completing this class a Customer Success Leader will understand how you can arm yourself with relevant tooling as your company navigates from start-up to growth to mature phase. Overcome the fear that you need good data before investing in a CS tool, and ensure your team makes use of the technology available to them.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

After completing this class 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 a live, 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. Participants will receive access to training session details via email upon receipt of payment.

After completing this class a Customer Success Leader will understand leadership concepts within and beyond the Customer Success domain that must be understood at all levels of leadership. Recommended prerequisite to upper CSL tracks.

This is a live, 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.

Participants will receive access to training session details via email upon receipt of payment.

Customer Success leaders either own or influence revenue results; learn how to communicate them to CFOs, CEOs, and Investors in terms they understand.

This is a live, 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. Participants will receive access to training session details via email upon receipt of payment.

This class will be held on October 9, 2024 at 9am Pacific.