Course Information

  • 30th May - 17th June

  • 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.

  • Leaders in Customer Success. Exclusive and limited group SaaS, Tech and Subscription Businesses.

  • An intense training program for leaders within Customer Success that are looking to bring their team to the next level. The program includes live training sessions, workshops, group exercises, homework and tests. You will be able to do the program in parallel with the normal work week. The program has been designed by Lincoln Murphy, Sixteen Ventures and Johan Nilsson, Startdeliver to give you the skills, know-how and practice of a truly great Head of Customer Success in 2022. The program is centered on processes and strategies to move forward.

Agenda

Week 1: Planning for the Next Level in 2022: Assessment, priorities & Success Sprints

What would it take to bring your Customer Success team to the next level? Where are the challenges right now and where do you see the biggest opportunities to improve? Are you in the process of building a team or are you scaling a large organization, regardless of where you are you will get help in assessing the situation. Even if you do not know where to begin or if you have already clearly defined what you want to improve, you will get both advice and ideas from people who have done it before. Week one is all about creating the path forward, based on where we are and what we want to achieve.


Week 2 - Beating Churn Tool Box: making a concrete plan to drive up NRR

How can we start predicting churn and more importantly what levers do we pull to drive change and improve. We will share both strategic and practical advice on how to beat churn. We will break it down from the financial number of Net Revenue Retention down to the actual actions you can drive as a Customer Success Manager. We will share concrete examples and best practices. 

 

Week 2 - Expansion Sales Tool Box: making a concrete plan to further drive up NRR

Lack of expansion is actually a bad sign for retention. Customers that are getting value from you tend to spend more and stay longer as a customer i.e. if you do more upselling you will also lower churn - that is a win-win. How do you do this, how can you design a customer journey that includes upselling and expansion. We will go through concrete examples and best practices.

 

Week 3 - A Strong Structure: Nailing the key processes

To get real leverage on our work we need to make sure the key processes are in place. In week two, we deepdive into the main processes of Customer Success Management. We will cover all aspects of onboarding, from trial to handover to first value. We will go into how we manage, predict and work efficiently with renewals. We will share best practices on how you do regular check-ins, do turn-arounds, interventions and expansion. 

 

Week 3 - Building a Great Team: Roles, Goals and KPIs

As you scale, the organization needs to grow to preserve the customer experience. How can you recruit, build, and lead a team through this highly critical phase. We will go through the different roles and profiles you need in different stages. We will talk about goals and KPIs for individuals and teams. What is the theory and what works in practice. 

 


Weekly schedule

  1. 1

    • Welcome

    • Course Start survey

    • Week 1 - Presentation slides

    • Monday - Pre-recording Priorities

    • Workbook & Scenario week 1

    • Tuesday - Priorities Deep Dive - Live session recording

    • Answers to remaining Q&A questions May 31st

    • Thursday - Priorities Scenario Discussions - Recording

    • Friday - Quiz week 1
  2. 2

    • Week 2 - Presentation slides

    • Monday - Pre-recording Processes

    • Additional material on Joint Accountability

    • Workbook & Scenario week 2

    • Tuesday - Processes Deep Dive - Live session recording

    • Bonus Material - SaaS survey

    • Thursday - Processes Scenario Discussions - Recording

    • Friday - Quiz week 2

    • Answers to remaining Q&A questions June 7th

    • Answers to remaining Q&A questions June 9th
  3. 3

    • Week 3 - Presentation slides

    • Monday - Pre-recording People

    • Workbook & Scenario week 3

    • Tuesday - People Deep Dive - Live Session Recording

    • Answers to remaining Q&A questions June 14th

    • Thursday - People Scenario Discussions - Live Session Recording

    • Customer Success Capacity Planning Sheet

    • Friday - Quiz Week 3

    • Answers to remaining Q&A questions June 16th

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.