Customer Success Advanced Customer Success Advanced
SIA Coaches
RVP, Customer Success EMEA
Seismic
Senior Director of Customer Success, EMEA
Outreach
  • Description
  • Course Syllabus
  • Coach Information
About this course

Are you a CS professional with 2 or more years of experience? This course is designed to help CSMs build deeper, more proactive expertise throughout the customer journey. You’ll find out how to use key metrics to explain why CS is a critical part of your business. Learn industry-leading best practices on segmenting your customer base, build cross-functional strategic account plans, and nail your health scoring. 

By the end of this course, you should have a deeper understanding of the typical targets and incentives for CS teams, and be running some of the best reviews in the industry!

This course was designed for CS professionals and aspiring CS leaders with 2 or more years of experience. For anyone with less experience, we recommend taking Customer Success Fundamentals first.
  • Learn how to segment your customer base and align your engagement strategy
  • Utilize power mapping to get higher/wider in your customers' organizations
  • Understand the typical targets and incentives for CS teams
  • Lead commercial conversations with your customers whilst maintaining your Trusted Advisor status
  • Master effective communication with all level of customer stakeholders
Course Syllabus
November 8 2021
1/6
Class 1 | Setting the Scene: Defining CS and its Importance to the Business

 

By the end of this class, you will be able to…

  • Articulate what CS is and what it is not
  • Explain why CS is a critical part of the SaaS business model
  • Use key financial measures to explain what CS contributes to the business
November 10 2021
2/6
Class 2 | The Customer Success Manager as a Purple Unicorn

 

By the end of this class, you will be able to…

  • Outline a typical customer journey
  • Act as your customer’s strategic and operational partner
  • Communicate effectively with all level of customer stakeholders
  • Create the right engagement model for your customers
November 15 2021
3/6
Class 3 | Strategically Aligning with Your Customers

 

By the end of this class, you will be able to…

  • Use segmentation to determine your customer engagement strategies
  • Define success with your customers
  • Create effective account plans
  • Use power mapping to get higher/wider in your customers’ organizations
November 17 2021
4/6
Class 4 | Winning Friends & Influencing People - To Create Success, Not Just Happiness

 

By the end of this class, you will be able to…

  • Understand the importance of advising your customers
  • Influence your customers to achieve their goals
  • Communicate effectively cross-functionally within your business
November 22 2021
5/6
Class 5 | Executing World Class Customer Engagement

 

By the end of this class, you will be able to…

  • Agree and own a customer engagement cadence
  • Differentiate between a QBR and EBR
  • Run the best business reviews in the industry
November 24 2021
6/6
Class 6 | Running Your Book of Business - As a Business

 

By the end of this class, you will be able to…

  • Understand the typical targets and incentives for CS teams
  • Lead commercial conversations with your customers without losing your trusted advisor status
  • Renew your customers confidently
RVP, Customer Success EMEA
Seismic
Laura Kightlinger has nearly a decade of experience in high-growth SaaS businesses. Currently, she leads the Customer Success team for EMEA at Seismic Software, responsible for driving value with and retaining all customers in the region. She is also...
Senior Director of Customer Success, EMEA
Outreach
Jacq is a seasoned Customer Success leader with experience building teams across the US and EMEA. In her career, Jacq has been approached by her executive team twice to relocate and play a strategic role in US and global expansion efforts for both...