CS Leadership: Strategy & Scale
How to Build & Scale
Lead, Manage, Coach
7th - 25th October
The live sessions start am 4pm Central European Time
Network of Customer Success Managers. Exclusive and limited group SaaS, Tech and Subscription Businesses.
Leading a team and creating an environment for team success
Monitor and measure the metrics required to ensure the team is successful
Coaching your team to ensure individual team members are set up to thrive
Create an environment for team success
Monitor and measure the metrics required to ensure the team is successful
Ensure individual team members are setup to thrive
Welcome & Program Overview (7 min)
Course Start survey
Workbook week 1
Concepts & Common Definitions (34 min)
Friday - The 3 Roles of the Head of CS (29 min)
Monday - Live session (60 min)
Live Session Monday 7th of October
Tuesday - Scenario week 1
Wednesday - Live session (60 min)
Thursday - Quiz week 1
Friday - Pre-recording Management (29 min)
Workbook week 2
Bonus material: Lifecycle Capacity Planning (15 min)
Optional: Customer Success Capacity Planning - Coverage Segments.xlsx
Bonus material: Customer Operations (22 min)
Bonus material: Compensation Models (39 min)
Monday - Live session (60 min)
Additional Material on Success Sprints
Tuesday - Scenario week 2
Wednesday - Live session (60 min)
Thursday - Quiz week 2
Friday - Pre recording Coaching (22 min)
Workbook week 3
Bonus Material: Goals & Motivation (22 min)
Bonus Material : Joint accountability (24 min)
Bonus Material: Objective Confidence (27 min)
Monday - Live session (60 min)
Bonus Material: Objection Breakthrough Formula (57 min)
Tuesday - Scenario 3
Wednesday - Live session (60 min)
Thursday - Quiz Week 3
Bonus session: Using tools to work more efficiently (30 min voluntary)
Lincoln Murphy
Johan Nilsson