This course was created with the
course builder. Create your online course today.
Start now
Create your course
with
Autoplay
Autocomplete
Previous Lesson
Complete and Continue
Customer Success Leaders Fellowship | Q4 2022
Pre-program materials
Welcome
Initial assessment survey
Your orientation deck
How to use your dashboard
Exclusive Slack channel
Your action doc & reflective diary
Pre-work: 'my personal best'
Week 1: Leadership: The make-up of a great customer success leader
Welcome to week 1!
Leadership & customer success [Nils Vinje & Vish Walia]
Live tutorial: your personal best leadership story
From individual contributor to management: a CSM’s transition [ServiceNow]
Adoption and change management in customer success [Microsoft]
Coursework #1: customer success leadership
Live presentation [leadership panel]: leading CS teams through change
Week 2: Managing a Customer Success team: Pitching, building, developing and scaling your superstar team
Hello from week 2! 👋
Live tutorial: Experiences of leaders and managers
Coursework #2: your team's relationships
Building successful customer success teams [UXCam]
Fundamentals of establishing a CS org [UiPath]
Building CS teams [SixFifty]
First things first: Top priorities for establishing a scalable customer function [Sayge]
Live presentation: Managing a large-scale CS team
Week 3: Customer success strategy I: The customer journey
Week 3, bring it on!!
Live tutorial: Expectation setting
Coursework #3: Retention & personas
Leveraging technology to balance scale and personalization [LinkedIn]
Best practices for customer onboarding [Searchmetrics]
The 3 building blocks every advocacy program needs [Influitive]
Panel discussion: Converting customers into advocates [Hubspot, Onna & more...]
Live presentation: The customer journey
Week 4: Customer success strategy II: Alignment
Here's to the fourth week!
Live tutorial: Processes and problems
Coursework #4: Processes
Panel discussion: Making the most of customer insights across CS
Building a successful cross-departmental customer strategy [Francesca-Elizabeth Havemann-Salisbury]
Live presentation: Alignment between CS and other departments
Week 5: Metrics & feedback: The data behind the decisions
Week 5! 👊
Live tutorial: The tech stack, tools and software
Coursework #5: OKRs/ARR/Health index, information overload?
Moving from just-in-time churn mitigation to proactive risk identification and mitigation [LinkedIn]
Customer churn advice [Growth Sandwich]
Segmentation model and Engagements [Zoom]
Live presentation: Metrics and data
Week 6: The skilled CS professional and the impact they and their team play on an organization
The final countdown! ⏱
Live tutorial: Personal values
Coursework #6: Assessing soft skills
Panel discussion: How to effectively communicate the value of the CS function [E2open, Threekit & more...]
Why CS should be the hub of a SaaS business strategy [Malwarebytes]
How do you prove the value of customer success? [Q&A with Vinli]
Live presentation: The value CS brings to an org
Wrap up
CS Leaders satisfaction survey
Your feedback
Let's get social
Certified and #Proud
Continue your professional development
Get your certificate
Moving from just-in-time churn mitigation to proactive risk identification and mitigation [LinkedIn]
Lesson content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock
course builder. Create your online course today.
Start now
course builder. Create your online course today.
Start now
course builder. Create your online course today.
Start now