Impact Academy

Week 1 - Lead & Design

Create an organization structure designed to ensure your customers and team success

As Head of Customer Success, it's your responsibility to create an environment that ensures team and customer success. This means designing an organization structure that is deliberate and scalable. In our program, we'll start by exploring why your company is investing in Customer Success and how to align your priorities with that goal, as well as what success looks like for you, your Org, Teams, and CSMs. From there, we'll dive into the difference between Leadership and Management, how to work with your Executive team, and financial metrics that roll up to NRR.

In addition to Leading, Managing, and Coaching your team, we'll also focus on designing an organization that can meet not only the goals of today but also those of the future. Most Customer Success Management organizations are not deliberately designed, which can limit scalability and extensibility. We'll provide you with the frameworks and philosophies necessary to design a world-class organization that is scalable and extensible. By the end of the program, you'll have the knowledge and confidence to approach the design of your organization and operating model in a deliberate way.

Week 2 - Manage & Expand

Monitor and measure the metrics as well as driving NRR growth through expansion revenue

In this week we'll cover both managing and expanding your Customer Success operations. As the Head of Customer Success, it's your responsibility to monitor and measure the metrics necessary for your team's success. This includes understanding where your team members are in relation to where they need to be and knowing when and how to intervene to ensure objectives are met. We'll provide you with the tools and frameworks needed to effectively manage your teams and overall operations.

At the same time, we'll also explore how to drive NRR growth through expansion revenue without being too salesy. We'll show you how to use expansion to offset revenue churn and increase upsell without alienating your team or feeling like you're in sales. You'll leave this week with a growth mindset, ready to turn your organization into the top revenue generator in your company without sacrificing the core values of Customer Success.

Week 3 - Coach & Scale

Ensure individual team members are setup to thrive to manage more customers and revenue more efficiently.

As a Head of Customer Success, coaching your team members to excellence is a critical skill set. World-class Heads of Customer Success work with individual contributors to ensure changes are put in place and everyone is set up to thrive. This week, you'll learn the necessary tools and frameworks to become an effective coach, whether you're working with a CSM direct report or a Director with their own team of CSMs.

Scaling your Customer Success Management organization is a great problem to have as you add new customers, but it requires efficiency to ensure that customers are consistently achieving their Desired Outcome. Scaling can be done right or wrong, and this week you'll learn the frameworks and mindset required to approach it the right way, along with the pitfalls to avoid. You will leave this week with an understanding of what scalability truly is and how to ensure your success, your team success, and the continued success of your customers as your customer base achieves rapid, exponential growth.