SaaSy Customer Success
Learn from leaders of the highest growth SaaS sales organizations in the world!
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CUSTOMER SUCCESS MANAGEMENT
Session Topics Covered
This is a handcrafted intensive program specifically for SaaS and software Customer Success Managers (CSMs). The very best practices as deployed by the fastest growing Silicon Valley companies are taught and reinforced by this one of a kind program.
MODELS & STRATEGY
Depending on your company size and stage, you may have a large team, or be the lone person in Customer Success, responsible for everything from launch to renewal. Learn about the different Customer Success Models, and when to deploy which models for the right outcomes for your business.
UNDERSTANDING YOUR CUSTOMER
Customer Success starts with a good understanding of who your customer is and the problem they came to your company or solution to solve. Learn the basics of personas, and how position correctly to address their needs.
FOUNDATIONS OF CUSTOMER SUCCESS
Step through the key elements of Customer Success, starting with aligning with your customer, standard Launch processes, Onboarding, Optimizing Adoption and Training, through to delivering Customer Success, engendering customer loyalty and achieving Customer Advocacy.
Review the core playbooks for Customer Success Managers, when and how to create and deploy them, for different scenarios. You’ll also learn how to identify accounts that are At-Risk and prepare for at At-Risk Account review. We’ll also teach you preventative measures such as Account Planning, Account Mapping, and how to mitigate churn.
DATA, TOOLS AND TECH
Data is the foundation of understanding your customer across their journey with your company. In this module you’ll learn how to build a customer health score, and how to use this to proactively manage your accounts. We’ll also discuss tools and technology commonly used in Customer Success, and how to optimize each to drive retention and upsell.
QBRs are a critical touchpoint with clients, and here you’ll learn how to craft a great QBR, invite the right stakeholders, and keep your relationship on track. You’ll also practice keeping the conversation strategic so you can manage QBRs effectively and take product related questions to a different format.
CROSS AND UPSELL
Whilst not all Customer Success Managers are responsible for cross and/or upsell, a key element of the role is identifying white space within your accounts, and working with your broader sales team to close opportunities. In this module you’ll learn an organic way to review your account against a value framework and position the up or cross sell against client needs for maximum success.
CUSTOMER FEEDBACK AND MANAGEMENT
Listening to customers and actioning their feedback is part of the daily life of a Customer Success Manager. Here you’ll learn different types of customer feedback mechanisms, and how and why to close the loop both with customers as well as internally. We’ll also cover how to move from reactive to proactive account management, and how to reactivate an inactive account.
In this module, you’ll learn how to determine your quarterly and monthly forecast, as well as when and how to mitigate at risk revenue.
Good time (and self) management is critical to your success. Here, we’ll discuss good time management frameworks, how to focus and prioritize, and what gets in the way of you doing your best work.
We’ll close out day two by sharing a framework to manage your work and life blend/balance, and talking through the key elements in your self care routines. Learn how to manage stress, and deal with inappropriate clients as part of this module, as well as setting healthy boundaries with key stakeholders in your life.
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Customer Success Management Bootcamp Locations
Our bootcamps sell out fast so make sure to register at the location of your choosing. We keep the events to a small group in order to give all Sales Managers the attention they deserve.
SAASY SALES MANAGEMENT
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For a complete overview of our course delivery and follow-up approach, download our SaaSy overview document.