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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
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Segmentation model and Engagements [Zoom]
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