Course Information

  • 10th - 28th October 2022

  • Time input 3 - 3.5 hours per week. Live sessions Tuesdays and Thursdays at 4-5pm CET and some exercises to do on your own time. You will be able to do the program in parallel with the normal work week.

  • Network of Customer Success Managers. Exclusive and limited group SaaS, Tech and Subscription Businesses.

  • An intense training program for Customer Success Managers with live training sessions, workshops, group exercises, homework and tests. The program has been designed by Lincoln Murphy, Sixteen Ventures and Johan Nilsson, Startdeliver to give you the skills, know-how and practice to improve in your role and grow your career as a Customer Success Manager. Successfully completing the program you will be certified, get a diploma and a bundle of great content, tools and resources to use ongoing in your career.

Agenda

Week 1 - Psychology

Learn how your human customers operate to ensure they do what's necessary to be successful

Processes, workflows, systems, and playbooks are all fairly straightforward to design and implement. While nothing is easy, especially in Customer Success, those things really just come down to understanding what the customer needs to do to be successful and creating and designing with that in mind. The far more challenging part is actually getting customers to do the things that they need to do. And if they don’t do those things that they need to do to be successful, we need to ensure they don’t blame us! And for that we need to turn to human psychology and the principles of persuasion. You’ll leave this week with a powerful framework for customer engagement as well as a much better understanding of why humans do what they do.


Week 2 - Orchestration

Orchestration is one of the most powerful psychological tools at your disposal to ensure customers are consistently successful

The goal is to consistently drive Adoption, Retention, Expansion, and Advocacy - the keys to Net Revenue Retention (NRR) growth - without being salesy or pushy. But how can you make this happen in a repeatable way across countless customers at various stages of their lifecycle with you? The key is to ensure they’re always focused on the next milestone and ready to have a conversation about whatever opportunity- expansion, adoption, advocacy - is logical at that milestone. You do this through Orchestration,  a powerful psychological framework that allows you to have forward-looking conversations with customers to get them excited about future decisions they'll need to make. You’ll leave this week with the Orchestration Frameworks necessary to put this into practice immediately and level-up your results.


Week 3 - Execution

Ensure that what you've put together with your customer actually gets done

The job doesn’t stop once the plan has been created. World-class Customer Success Managers know what it takes to move from plan to execution, and how and when to intervene should that execution stall or go off the rails. While creating the plan for the customer is not trivial, the hard part is ensuring that they follow it, take the appropriate steps to reach their goals, and if they don’t, that they take responsibility for their lack of or slow action. With that understanding in place, and the frameworks and mindset ideas you’ll leave this week with, getting customers to execute the plans you’ve created with them - and therefore achieving success - will be much easier going forward.

Weekly schedule

  1. 1
    • Welcome

    • Monday - Pre-recording

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario Week 1

    • Thursday - Live session (4-5pm CET)

    • Friday - Quiz week 1

  2. 2
    • Monday - Pre-recording

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario Week 2

    • Thursday - Live session (4-5pm CET)

    • Friday - Quiz Week 2

  3. 3
    • Monday - Pre-recording

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario week 3

    • Thursday - Live session (4-5pm CET)

    • Friday Quiz Week 3

Speakers

Lincoln Murphy

Lincoln Murphy is a world-renowned growth architect, consultant, author and speaker. As one of the earliest evangelists for Customer Success, Lincoln was invited to co-author the book on Customer Success.

Johan Nilsson

Johan Nilsson is a Swedish technology entrepreneur. He has a long background building SaaS-companies and is presently the CEO & founder of Startdeliver, a next generation Customer Success Software.