Customer Success Fundamentals Customer Success Fundamentals
SIA Coaches
Customer Success Leader
Head of Customer Success
  • Description
  • Syllabus
  • Coach Information
About this course

Want to understand what it takes to ensure customers’ success and thus accelerate your company’s growth? This course will show Customer Success Managers and account team leads the fundamentals to achieving mutually beneficial outcomes with your customers, increasing retention, and maximizing customer lifetime value.

Learn best practices on sales handover, managing renewal conversations and regular touchpoints, segmenting the customer base, building cross-functional account plans, understanding key metrics and health scores and amplifying the customer voice internally. You will gain perspective on each stage of the customer’s life cycle and how to measure and communicate this internally.
What impact this course will have
  • Gain a better understanding why Customer Success is critical for rapid scale & long term sustainability, and how to measure its impact and effectiveness.
  • How to set up you and your customers for success with a scalable handover process and a seamless customer experience.
  • Learn to measure and communicate value and have productive renewal conversations that result in win-win contracts.
  • Segment your customer base and develop the right corresponding engagement models.
  • Learn how to build your CS team and more!
Class 1
What Customer Success Is & What It Isn’t
  • Why Customer Success is critical for rapid scale & long term sustainability
  • What Customer Success is NOT & how to avoid falling into traps
  • What is a Trusted Advisor and how to establish this relationship with the customer
Class 2
Kicking-Off for Success
  • Coordinating cross-functionally and developing a scalable handover process
  • Creating a seamless customer experience 
  • Setting the customer up for success and setting, managing & measuring goals
Class 3
Staying Close to Your Customers
  • Talking about value
  • Engaging stakeholders of all levels
  • Setting the right cadence
Class 4
Managing Renewal Conversations
  • How to focus on mutual value and win-win negotiations without ‘selling’
  • Maintaining the relationship during difficult conversations
  • Conducting the correct internal process and accountability
Class 5
Segmenting Your Customer Base
  • Why & when to tier the customer base
  • Different ways to segment your customers
  • Common engagement models
Class 6
Account Planning
  • Why account & expansion planning is important
  • Creating & executing a cross functional plan
  • Gaining customer buy-in
Class 7
Building Your Customer Success Team
  • Planning your hiring 
  • Interviewing candidates effectively
  • Providing a consistent customer experience as you grow
Class 8
Managing Customer Success as a Business
  • Knowing your key metrics
  • The voice of the customer
  • Tracking your metrics
Class 9
Measuring Health and Risk
  • Building a health score/early warning approach
  • Using the score to prioritize effectively
  • Evolving the health score
Class 10
Amplifying the Voice of the Customer
  • Building a customer-centric culture 
  • Creating product feedback loops
  • Educating your business
Customer Success Leader
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 a...
Head of Customer Success
Nils is passionate about building and scaling companies through customer-centric revenue growth. He has sixteen years of experience in building and transforming companies. He currently leads Customer Success globally for Railsbank - a Series A Glob...