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Building a Customer Success Team Certified | Masters
Introduction [35 mins]
How to get the most out of this course
Your course pack
Resource library
Course overview (1:02)
Concept of ARR model (5:50)
What a strong CS function does for the business (4:04)
The evolution of customer success (4:25)
Terminology untangled (0:26)
Terminology glossary
Key takeaways (3:27)
Exam
Time to reflect 💡
Structures and dependencies [150 mins]
Ultimate reporting lines (5:13)
Coursework
Key relationships and interdependencies (6:24)
Coursework
Client journey mapping (25:30)
Coursework
[Fireside chat] Scaling and systematizing CS operations
Key takeaways (2:16)
Exam
Time to reflect 💡
Role types [70 mins]
Core customer success role (10:05)
Level of commercial focus (6:05)
Coursework
Onboarding and pilots (4:59)
Learning, insights and CS Operations (5:42)
Concluding thoughts and coursework (3:20)
Coursework
[Bonus footage] CS Operations playbook - supercharge your ops team
Key takeaways (3:29)
Exam
Time to reflect 💡
Targets, data and remuneration [75 mins]
The importance of data (7:58)
Discussing churn (21:07)
CSAT and NPS (6:05)
Remuneration packages (22:02)
Key takeaways (3:22)
Exam
Time to reflect 💡
Profiles and skills [65 mins]
What to consider when looking for a CSM (7:16)
Specificities to your organization (4:41)
Start hiring a new team (19:22)
Coursework
Key takeaways (4:09)
Exam
Time to reflect 💡
Congratulations! (1:05)
Wrap up [15 mins]
Resource library
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[Bonus footage] CS Operations playbook - supercharge your ops team
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