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
July 11 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
July 13 2022
2/6
Class 2 | 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
  • Create a sample playbook based on a case study
July 18 2022
3/6
Class 3 | Success Plans

 

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

  • Identify the tools required for successful plans
  • Describe the structure of a framework for creating success plans
  • Plan a sample framework/playbook based on a case study
July 20 2022
4/6
Class 4 | QBRs & EBRs

 

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

  • Identify the tools required for successful QBRs and EBRs
  • Describe the structure of a framework for effective QBRs and EBRs
  • Plan a sample framework based on a case study
  • Prioritize personal actions for implementing better QBR and EBR processes today
July 25 2022
5/6
Class 5 | Segmentation

 

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

  • Identify the tools required for effective segmentation
  • Describe how to approach segmentation
  • Plan a sample framework based on a case study
  • Prioritize personal actions for implementing better segmentation in your business
July 27 2022
6/6
Class 6 | Communicating Customer Success

 

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

  • Explain key metrics and how these work together
  • Utilize metrics as evidence of success
  • Select appropriate metrics for various stakeholders including customers
  • Adapt your approach for iterative improvement
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...