Head of Customer Success program
How to Build
Lead, Manage, Coach
8th May - 26th May
The live sessions start at 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
We recommend to set aside about a total of 3 - 3.5 hours distributed over the week.
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.
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.
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.
Welcome & Program Overview
Course Start survey
Concepts & Common Definitions
Workbook week 1
Friday - Pre-recording 3 Roles of the Head of CS
Friday - Pre-recording Coverage Models & Org Design
Friday - Pre-recording KPI, Metrics & Priorities
Live session recording May 8th
Tuesday - Scenario week 1
Live session recording May 10th
Thursday - Quiz week 1
Friday - Pre-recording Management
Friday - Pre-recording Scaling Expansion
Friday - Pre-recording OKRs & Success Sprints
Bonus material - Progress Milestones & Lifecycle Interactions
Workbook week 2
Bonus material Lifecycle Capacity Planning
Bonus material Customer Operations
Bonus material Compensation Models
Live session recording May 15th
Tuesday - Scenario week 2
Live session recording May 17th
Thursday - Quiz week 2
Friday - Pre recording Coaching
Friday - Pre-recording Capacity Planning
Friday - Pre-recording Effective Call Reviews
Workbook week 3
Bonus Material: Goals & Motivation
Bonus Material : Joint accountability
Monday - Live session recording May 22nd
Tuesday - Scenario 3
Answers to remaining Q&A questions
Live session recording May 24th
Thursday - Quiz Week 3
Lincoln Murphy
Johan Nilsson