Impact Academy

Week 1 – Lead
Create an environment for team success in a data- and AI-driven reality

Our first week will focus on why your company is investing in Customer Success (spoiler: to increase NRR), and how to ensure you’re aligned with that in an increasingly data- and AI-enabled organization. We’ll cover prioritization, reporting, and decision-making, as well as what success looks like for you, your org, your teams, and your CSMs. The rest of the program – and ultimately your success as Head of Customer Success – builds on this foundation. We’ll clarify the difference between Leadership and Management (and why it matters even more as automation increases), how to work effectively with your Executive team, and we’ll explore the financial metrics that directly roll up to NRR, with a focus on scalability and impact.

Week 2 – Manage
Monitor, measure, and optimize the metrics that drive success

Building on the leadership foundation from week one, this week we move into Management. Management is about measuring, monitoring, and running day-to-day operations – and in the AI era, knowing what to automate, what to systematize, and where human judgment is essential. As Head of Customer Success, understanding where your team stands in relation to targets, using the right signals and metrics, and knowing when and how to intervene is critical. World-class Heads of Customer Success combine operational rigor with smart tooling and processes. You’ll leave this week with practical tools and frameworks to manage your teams and Customer Success operations efficiently, at scale.

Week 3 – Coach
Enable people to perform at their best alongside automation

A great coach doesn’t just point out gaps in execution or behavior, but helps individuals adapt, grow, and thrive in a changing environment. Whether you’re coaching a CSM or a Director with their own team, your ability to develop people remains a key differentiator – especially as AI takes over more routine work. Coaching ensures that your team focuses on high-impact activities, sound judgment, and strong customer relationships. Historically, coaching has been one of the most under-appreciated aspects of the Head of Customer Success role, but that ends now. You’ll leave this week with tools and frameworks to coach your team toward sustainable, high-performance excellence.