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Customer Success Certified: Leadership
Introduction [5 mins]
How to get the most out of this course
Pre-course survey
Customer Success Strategies [80 mins]
Introduction
Introduction to CS strategies
Executing on the strategic plan
The link with customer satisfaction
Key components of successful CS strategies
Building strong, strategic customer relationships
Key takeaways
Building a Customer Success Team [55 mins]
Introduction
Finding your raison d’être
Avoid growing pains
Not all skills are created equal
Setting your team up for success
Proof of the pudding is in the measuring
Key takeaways
Team Management [150 mins]
Introduction
Leadership behaviors
Goal setting & motivation
Communication & relationship building
Building a customer-centric culture
Change management
Coaching & development
Empowerment, accountability & delegation
Data driven decision making
Key takeaways
Data & metrics [100 mins]
Deluge of data: metrics that matter
North star versus financial metrics
The rocketship
Insights & storytelling
Key takeaways
Success Planning [70 mins]
Introduction
Objectives of a success plan
How to build an efficient success plan
Scaling
Measuring success
Key takeaways
Influence & cross-functionality [55 mins]
Objectives of influence & cross-functionality
Collaborative leadership
Conflict management
Key skills
Key takeaways
Career Development [70 mins]
Introduction
Why do you need career planning?
A career in customer success
Define your personal vision
Goal setting & prioritization
Creating a plan of action
Creating a career development culture
Key takeaways
Congratulations!
Deluge of data: metrics that matter
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