Customer Success Leadership Customer Success Leadership
SIA Coaches
Chief Customer Officer
WalkMe™
Founder, CEO, and Leadership Coach
30 Day Leadership
  • Description
  • Course Syllabus
  • Coach Information
About this course
Customer Success is a quickly evolving discipline. Leaders in this space need the flexibility to respond to their own unique circumstances, while also implementing repeatable and scalable processes. This course will teach you how to:

 - Define your leadership role and responsibilities

 - Manage successful onboarding processes

 - Create frameworks for winning success plans

 - Implement processes for better QBRs and EBRs

 - Effectively segment your customer base

 - Demonstrate and communicate your achievements to key stakeholders

Using a practical approach, this course will guide you through the creation of tailored playbooks and priority action lists, so you can immediately implement the knowledge gained in your role. 

This course has been designed for CS leaders and experienced CSMs who are aspiring to CS leadership.

  • Discover how to overcome the challenges of being a CS leader
  • Create playbooks for onboarding, success plans and segmentation
  • Plan for effective customer renewal
  • Utilize metrics to communicate your customers’ success
  • CS leaders and experienced CSMs who are aspiring to CS leadership
Course Syllabus
October 31 2022
1/6
Class 1 | What is a CS Leader?

 

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

  • Define what you are responsible for in your organization & communicate this with your peers
  • Understand the challenges a CS leader faces 
  • Develop an understanding of playbooks and frameworks used to develop in this area
November 2 2022
2/6
Class 2 | CS Leadership Tool 1: Onboarding

 

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

  • Identify the most important tools required for successful onboarding 
  • Describe the structure of a playbook for onboarding
  • Know how to create a playbook based on a case study
November 7 2022
3/6
Class 3 | CS Leadership Tool 2: Success Plans

 

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

  • Explain why and when success plans should be used
  • Identify the elements of a quality success plan
  • Utilize a success plan template for your customers
November 9 2022
4/6
Class 4 | CS Leadership Tool 3: QBRs & EBRs

 

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

  • Revisit core concepts of business reviews
  • Equip your team for effective QBRs and EBRs
  • Deliver value to customers through business reviews
  • Ensure effective follow up after reviews
November 14 2022
5/6
Class 5 | CS leadership Tool 4: Segmentation

 

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

  • Compare traditional tiering with modern segmentation
  • Take action using your segmentation
November 16 2022
6/6
Class 6 | CS Leadership Tool 5: Communicating Impact and value

 

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

  • Identify effective communication strategies for positioning the value of a CS leader
  • Implement a communication strategy for the right audience
  • Assess the effectiveness of messaging
Chief Customer Officer
WalkMe™
One of the world’s leading customer success experts and a Top 25 Customer Success Influencer, Wayne McCulloch is currently a Chief Customer Officer at WalkMe (WKME). He’s a keynote speaker and the recipient of multiple industry awards with more t...
Founder, CEO, and Leadership Coach
30 Day Leadership
Nils is the author of the best-selling book “30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be”. Nils partners with managers, directors, vice-presidents and C-level executives to help them build and execut...