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A Powerful Online Learning Experience for Customer Success Managers Who Are Serious About Improving Their Skills.

Learn The Key Methods, Tactics and Best Practices That Will Transform you into the Customer Success Manager your customers need and you want to be.

 

Being A Customer Success Manager is Hard.

As a Customer Success Manager seeking to deliver successful outcomes for your customers, you need to understand deeply and personally the challenges that they face.

You need a willingness to continually experiment and try new approaches. To be open to the fact that Customer Success is all about continual learning and adaptation. And, a commitment to see the process through with one goal in mind. Success.

Yet, even then, it’s a struggle. While today, many CSMs may understand the “why” of Customer Success, most still grapple with the “how.”

You struggle with how to get your customer to engage with you so that you can help them.

You struggle with how to help customers to accomplish their goals while accomplishing your own.

You struggle with how to stop feeling like you're always fighting fires.

You struggle with how to stop feeling like you have no control over how and where you spend your time.

You struggle with how to accept and manage change as your role evolves.

You struggle with how to get your company to embrace Success not just as practice, but as a company imperative.

And you struggle with how all of these things impacts your ability to deliver Success for your customers.

In other words, you’re struggling with how to transform into the CSM your customers need, and you want to be.

It's Time to Stop Struggling and Start Succeeding.

 
 

Introducing SuccessCOACHING. 

an interactive learning experience that will push your thinking and your practice around the delivery of Customer Success.

The CSM Coaching program is all about teaching you the key skills and practices you need to know, so that you can deliver the best possible outcomes for your customers.

Over the course of the program, we will help you to build the knowledge and skills that you need to translate your desire to be a great CSM into reality.

You'll never feel like you are working through your challenges alone again. You'll work with other members of your cohort in our private, online community and recieve direct coaching from Customer Success experts.

We'll guide you through each 12-week module with lessons, whitepapers, templates and more. Each week features 90 minutes of live Group Coaching. During these sessions the coaches help you work through your most challenging problems. It's like you have a weekly "Ask Me Anything" session with a group of Customer Success experts.

 Customer Success Training Reimagined.

 
 

The SuccessCOACHING Program is built on proven strategies for improving CSM performance.

Each 12-week module of our two-part, 24-week curriculum includes all the following:

  • Over 30 hours of training and coaching from experienced Customer Success leaders.
  • 12 Customer Success learning modules covering the key practices of Customer Success Management delivered to you weekly.
  • Direct access to Customer Success experts Todd Eby, Andrew Marks, Nils Vinje and James Scott.
  • Expert coaching to develop a your Customer Success knowledge and a comprehensive playbook for Success with your customers.
  • Connection to a global community of Customer Success Managers and leaders from around the world.
  • Lifetime access to the CSM Coaching area of our Customer Success community and our archive of lessons, templates, whitepapers and more

Because, as a Customer Success Manager, the ability to Deliver Successful Outcomes for Your customers isn't optional.

 
 

Why SuccessCOACHING?

Today, every company that wants to grow and thrive is realizing the power of Customer Success. They recognize that the acquisition game is no longer the only one in town. They have grasped a simple truth; the bulk of their future revenue will come from their existing customers, not new ones.

In other words, they understand that they need to embrace the practice of making their customers successful. While they now understand the value of Customer Success, they often struggle with how to gain the knowledge of the practices that deliver the results they seek.

This new awakening to the power of Customer Success means that there is a pressing need for talented and trained Customer Success Managers to power the "Success Machine".

The challenge is that, until now, there hasn't been a comprehensive program designed to produce trained and knowledgeable Customer Success Managers. 

A Unique Approach to Customer Success Manager Training.

 
 

Enhance Your Skills and Improve Your Results. 

 
CSM COACHING Deepen Relationships LEARN HOW

CSM COACHING

Deepen Relationships

LEARN HOW

Increase Engagement

Build deeper relationships, turn satisfied customers into advocates.

CSM COACHING Increase Renewals LEARN HOW

CSM COACHING

Increase Renewals

LEARN HOW

Drive Renewals 

Deliver success, turn your renewals into an inevitable outcome.

CSM COACHING GET Promoted LEARN HOW

CSM COACHING

GET Promoted

LEARN HOW

Enhance Your Career 

Learn the key skills you need to achieve your goals and advance your career. 

Develop The Skills you Need to succeed as a CSM.

This course is a must-attend for CSMs and their leaders alike. It provides an excellent skills and information base to enable CSMs to become trusted advisors for their customers. I highly recommend!
— Lori Pitts, Telogis
 

Your Learning Plans. 

Each week, via lessons and group coaching sessions you, and your SuccessCOACHING cohort, will explore the key elements that are required to create a sustainable approach to delivering Customer Success for your customers.

 
 
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Module 1: An Introduction to Delivering Customer Success


Getting Started

You'll understand why your role exists, the metrics used to measure the success or failure of your team, and how your customer thinks. This knowledge will make you a better communicator and decision maker. When it comes to delivering success to your customers and for your organization you'll know exactly what it looks like.

  • Week 1 | Origins Of Customer Success

    Where did customer success come from? You'll get the full story. You'll learn the technological and business drivers behind the evolution that lead to the the transformation of the post-sales client services organization into customer success. 

  • Week 2 | Setting SMART Objectives

    Everyone needs Objectives. You'll learn about SMART Objective setting. We'll discuss how you can use your new found knowledge to develop your Objectives at work.

  • Week 3 | Understanding Customer Success Metrics

    If you want to achieve it, you better put a number on it. Ever wondered how to calculate CLTV (or what it even is)? You're going to learn all about the key metrics that you will hear about regularly. You'll learn what they mean and how to calculate them.

  • Week 4 | Think Like a Customer

    It's easy to say you're 'customer centric', but much harder to actually walk the walk. You'll learn what customer-first thinking looks like, and get some practical tactics that you can apply right away to increase your customer-centric thinking.


Managing Customers

We'll teach you how to effectively manage your accounts to drive success, ensure alignment, develop advocates and increase customer lifetime value. We'll introduce you to effective account management strategies that focus on rapid value realization, resulting in increased customer lifetime value and increased opportunities for expansion and upsell.

  • Week 5 | Success Plan Development & Execution

    Customer Success is a journey. And, the road to Success is always under construction. You'll learn what goes into the creation of a Success Plan. You'll come away with the knowledge and skills to develop and execute a Success Plan that delivers.

  • Week 6 | Effective Business Reviews

    Success is about always making sure that you’re delivering value with every customer interaction. You'll learn what a Business Review is and how to make your next one a success. You will learn the complete process step-by-step and will come away with the recipe for creating a Business Review that delivers value.

  • Week 7 | Creating Advocacy

    Turn your happy customers into raving fans. You'll the keys to creating customer advocacy and will come away with an advocacy playbook that you can put into action to help you drive deeper customer relationships and spur expansion.

  • Week 8 | Managing Accounts To Drive CLTV

    Managing your accounts is more than just Success Plans and QBRs. You'll learn advanced strategies and techniques for managing your accounts. You'll be introduced to an expanded set of account planning tools and templates that will enable you to establish the right relationships with the right stakeholders and aid you in becoming a trusted advisor.


Managing Your Time

The most effective CSM’s are those that can be proactive even in the face of time limitations. This portion of the program focuses on time mastery and will help you avoid time wasting activities and provide you with a step-by-step guide for setting up your own time mastery control center, creating a schedule that sets you up to execute and offers specific tools and tactics to handle relentless requests for your time.

  • Week 9 | Define Who Is In Control

    Ever feel like your week owns you, and not the other way around? You'll learn the factors that prevent you from managing your time, the 3 steps to time mastery and how your inefficient work life will change as you begin to understand the root cause of your time challenges.

  • Week 10 | Set Your Agenda

    Where did the week go? Determine where you really spend your time during the day, where you want to be spending your time, how you actually spend your time and establish your “command center” for taking control of it.

  • Week 11 | Email Mastery

    Have you ever dreamed of achieving to inbox zero? You'll learn how to control your inbox in 1 minute and stop hovering over it on a daily basis by combining email with your “command center”.

  • Week 12 | Building An Accountability Program That Sticks

    Taking control is only as good as your ability to maintain it. You'll establish goals to measure yourself, develop your own success log and figure out how to call BS on yourself when appropriate, so that you remain the master of your week.


Module 2: Advanced Practices for Delivering Customer Success


Managing
Customer Stakeholders

Managing your stakeholders is an important aspect of customer success. This module focuses on giving you the tools and strategies that will enable you to deal with a variety of personalities and situations. Your ability to manage your stakeholders can mean the difference between being considered a true partner or just another vendor in the eyes of your customer.

 
  • Week 1 | Taking A Consultative Approach

    Learn to go deeper with your accounts and uncover the opportunities that you've been missing. Taking a consultative approach will help you establish a trusted advisor relationship with your key stakeholders. Learn how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.

  • Week 2 | Execution & Follow-Through

    Strategy and process are great, but executing and managing expectations is where the 'rubber meets the road'. You'll learn how to get focused and execute like a champ. You'll develop a deeper understanding of the most important aspects of execution, follow-through and expectation management.

  • Week 3 | Escalations & Ownership

    How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.

  • Week 4 | Handling Tricky Customers

    I want it all, and I want it yesterday! Customers come in a variety of shapes, sizes and styles, you'll learn how to profile your different customer types and the keys to how to work best with even your trickiest customers and the situations they present.


Problem Solving and Decision Making

Being able to assess situations, solve problems, and make decisions is a daily activity for CSMs. Effective problem solving and decision making is a skill that will take you far in your career. During this part of the program, we'll teach you the tools, frameworks and techniques that will help you solve problems, make decisions, and assist you with determining the root cause so you can avoid the issue in the future.

 
  • Week 5 | Introduction To OODA

    Do you struggle with making quick decisions? You'll learn about OODA, the method fighter pilots use, and how you can immediately apply it to your current challenges so that you're making high-quality, snap decisions.

  • Week 6 | The IDEAL Framework

    Ever have your boss tell you you need to be more strategic in your thinking and problem solving? Having a structured approach to your thinking is the first step. You'll learn to inject more rigor into your thinking and approach to solving challenges using the IDEAL framework. You'll come away with a framework and best-practices that will lead to IDEAL solutions.

  • Week 7 | Leveraging 5 Why's

    Ever been with a six-year old and all they keep asking is why? Why? Why? They've got the right idea, you'll learn how to harness your curiosity and get to the heart of the matter using the 5 Why's approach to root cause analysis. You will learn how to go beyond the surface level solutions; instead getting down to where the core issue lies with this practical approach to root cause analysis.

  • Week 8 | Root Cause & Beyond

    Being great at firefighting is a nice skill to have in the short term; long-term, not so much. You will learn how to take the decisions and solutions that you've learned to develop and apply them to make the problems related to them a thing of the past. You'll learn key tactics to help you affect the changes necessary on your team and in your organization to resolve your challenges.


Managing Internal Stakeholders

Understanding how to handle your customers is a critical factor for your success as a CSM and so is how you handle and address the teams in your internal organization. In this series of modules, we'll work on the skills necessary to develop and nurture internal relationships. We'll explore how thinking customer-first goes beyond the Success team, and strategies for dealing with and harnessing both positive and negative feedback from your customers to your advantage.

 
  • Week 9 | Cultivating Internal Relationships

    Customer Success is a team sport. Learn how to cultivate and nurture your internal relationships is critical if you want to get things done. Do you depend on others in your larger organization to make your successful? You'll learn learn how to establish effective internal relationships and how to align effectively with other parts of your organization so you get the help you need to make your customers successful.

  • Week 10 | Aligning & Communication With Sales

    Is blaming things on Sales becoming a contact sport in your organization? All to often, companies fail to realize that the old way of thinking, Sales is responsible for bringing in the customers and CS is responsible for keeping them, is dead. You'll learn how to align your priorities and objectives with your Sales counterparts and turn them into your key partner in delivering Success.

  • Week 11 | Thinking 'Customer-First'

    The most successful organizations put the needs and requirements of the customer ahead of everything and anything else. Does yours? You'll learn key strategies and practices to always keep your customer at the fore-front of your organizations thinking.

  • Week 12 | Responding To Customer Feedback

    All customer feedback is a gift. Getting great customer feedback is like striking gold, but what about negative feedback? You'll learn how you respond to both and what you need to do with the information to drive improved engagement and higher levels of customer advocacy.

Quality content, super clear and actionable.

— Jordan Robinson
 

CSM Coaching Program Pricing.

You told us that the time commitment for the 24-week program was a concern and we listened. We're now offering our comprehensive, 24-week curriculum as two, independent 12-week learning experiences. 

SPECIAL INTRODUCTORY PRICING ON MODULE 1 OF THE PROGRAM AVAILABLE uNTIL SEPTEMBER 19th, 2017. REGISTER TODAY AND SAVE 30%! 

 
 

Module 1: An Introduction to Delivering Customer Success

30-Day 100% Money-Back Guarantee

$995

12 KEY LESSONS, DELIVERED WEEKLY

ACCESS TO TEMPLATES AND TOOLS

LIFETIME ACCESS TO COURSE MATERIALS AND GROUP COACHING SESSION RECORDINGS

12 WEEKLY GROUP COACHING SESSIONS

ACCESS TO PRIVATE COACHING COMMUNITY GROUP

Module 2: Advanced Practices for Delivering Customer Success

30-Day 100% Money-Back Guarantee

$995

12 KEY LESSONS, DELIVERED WEEKLY

ACCESS TO TEMPLATES AND TOOLS

LIFETIME ACCESS TO COURSE MATERIALS AND GROUP COACHING SESSION RECORDINGS

12 WEEKLY GROUP COACHING SESSIONS

ACCESS TO PRIVATE COACHING COMMUNITY GROUP

 
 

Team Pricing is available for teams of 3 or more. Contact us for Pricing.

 

Answers to Commonly Asked Questions.

 
  • Why did you break the program up into two, 12-week modules?

    At SuccessCOACHING, we're committed to crafting the best possible educational experience for Customer Success Managers. To build our course we've interviewed countless CSMs and Success leaders. Our mission, to better understand what Customer Success teams and CSMs need and want from an education program. This commitment to delivering the best educational experience has lead us to create a new structure for the program. You told us that the time commitment for the 24-week program was a concern and we listened. Starting with the Fall 2017 cohort, we're offering the full 24-week curriculum as two, independent 12-week learning experiences. Same materials. Same access to expert coaches. More choice. Lower Price.

  • Do you offer a Money-Back Guarantee?

    If you don't feel that you are getting the value we promise within 30 days of the course starting, let us know and we'll refund your money straight away. Refunds cannot be issued after your initial 30 days on the program.

  • What types of payment do you accept?

    Currently we accept Visa, Mastercard, American Express, Diners Club, JCB, Discover and ACH. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.

  • How much of my time is this going to take per week?

    The time commitment for this program is expected to be approxiately 2-3 hours per week. There will be reading and exercises for you to complete which may require further time to be dedicated depending on your skills with the related materials.

  • Will I still have access to the materials after the program?

    Yes. Once the program is completed you will retain access to the learning materials that were shared via our Learning Management System. You will also be able to continue to leverage the private space created for your cohort in the OUTCOMES Community.

  • How do the Group Coaching Sessions and 1-on-1's work?

    SThe group coaching sessions are staffed by at least one member of the Coaching team. You can participate by joining a live conference call where you can ask questions or just listen in. We expect most of the discussion to be focused on the content distributed for the topics presented that week, but we will also provide advice and guidance to program members on related topics or challenges. The 1-on-1's are scheduled private sessions with one of the Coaches and are dedicated to working with you on your personal objectives and action plan.

  • How many participants can be in the program?

    Each cohort in the program is limited to 50 students to guarantee the best possible outcomes. Our experience shows us that people learn best in small to medium-sized groups. We have found that limiting the number of participants to 50 enables the group to build relationships with fellow students as they study without making meeting everyone overwhelming.

  • Will the participants be able to interact with one another?

    Participants will have access to a private space on OUTCOMES Community and we encourage that participants interact with one another. This is not just about us speaking at you. We want you to interact with each other and help each other when possible. That space will remain beyond the completion of the program in “Alumni” status.

  • I'm an experienced CSM, is this program for me?

    It depends on you and where you are at in your personal development. The program has been designed to provide people who are considering a career as a CSM, as well as CSMs with less than 3 years of experience, with the skills they need to thrive in their role. We have found that much of the material is useful to even more experienced CSMs, especially the Advocacy, Time Mastery, Consultative Appoach and Effective QBRs/EBRs portions of the curriculum.

  • Will work pay for this?

    If your company has an education benefit, you can definitely use that benefit to attend the CSM Coaching Program. We have had entire teams use that strategy to join the program and work through it as a team.

  • Why can't I just read blog posts and become a better CSM?

    The CSM Coaching program was designed to get you better results based on a structured program and approach. We provide you with a proven course of study and hold you accountable for putting what you learn into action after every week. Sure, you could read 100's of blog pages and try to Google your way to greatness, but how much extra time do you have in your week?

    The CSM Coaching program covers far more ground than any blog posts or podcasts out there and we not only teach you, we coach you on how to use it. Sure you can Google topics and pull together lots of info, but there's no replacing the aid you get from a coach with 750 words of general advice.

    We believe that the CSM Coaching program is the most comprehensive program. When it comes to growing your skills, you can always choose to DIY, but if you want rapid results the CSM Coaching program is going to give you the highest return on your time invested.

Valuable content delivered in a variety of interactive and engaging ways. The coaches are all very open and encouraging. I’ve found real value in what I’ve learned...
— Annalise Hartley
 

Meet Your Coaches.

First, we’re educators. When it comes to teaching Customer Success you want to learn from someone who has done the job and not just talked about it. We've taught hundreds of CSMs and Customer Success leaders the art of Customer Success.

Second, we’re experience leaders and practitioners. Combined we have over 60+ years experience in the field as B2B and B2C Operations, Services, Customer Success, Support and Account Management leaders and practitioners.

SuccessCOACHING is the direct outgrowth of what we've learned from our years in the trenches and from working with a wide variety of companies from around the world who are reimagining how they train and educate their Customer Success teams.

 

James Scott

General Partner, SuccessHACKER

12 years experience in Customer Success, Sales, Operations, Support and Services.

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Andrew Marks

Co-Founder, successHACKER

24 years experience in Operations, Customer Success, Services and Account Management.

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Nils Vinje

founder, Glide consulting

Top 25 Influencer in Customer Success. Founder of Glide Consulting.

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Todd Eby

co-founder, successHACKER

23 years experience in Operations, Customer Success, Services, and Product Development. 

Uniquely Qualified to Lead Your Educational Journey

I really enjoyed the real-world scenarios and examples. They helped me think about and apply the learnings to my role directly.
— Brandy Guillory, IBM

Bring the Whole Team and Learn Together.

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Most growing Customer Success teams don't have two things: resources and lots of spare time.

When you're growing, you don't have a lot of time or the free headcount to training. Yet, as your team grows the need for high-quality training only becomes more pressing.

You can try and get the extra headcount for a trainer. But, If you have the choice of hiring a trainer or another CSM, 9 times out of 10 you're going to choose the CSM. So, how do you grow the skills of your team?

Sure, you can try and do it on your own. But, if they're already slammed, how much of their time are you going to be able to carve out without impacting customers?

Do you really want to have them take time away from their customers (likely your most important ones) to try and figure out how to turn what they know into training?

Probably not. Working with customers is always the best use of their time.

The CSM Coaching Program is a smart alternative.

Stop trying to re-invent the wheel. We use our proven approach to teach your team the exact skills and approaches they need to know to nurture and grow your customer base.

And the best part, is you don't have to try and carve out any of your team's valuable time (that they should be spending with customers) to build a single slide, record a single video or lead a training session.

We've done all the heavy lifting for you. Plus we give them the coaching and advice they need, which means more time for you as a leader to lead.

Team Pricing is available for teams of 3 or more. Contact us to get pricing and bring your whole team!

The CSM program not only provided a great overview for those that are new to the CSM world, but it also provided great, detailed information that current Customer Success teams and CSMs can leverage to reduce churn risk and positively impact usage.
— Liz Murphy, Genesys
 

Still Have Questions?

If we haven't answered all of your questions about the CSM Coaching program, please use the form below to let us know how we can help!

Please complete the form below

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30-Day Money-Back Guarantee.

Try the CSM Coaching Program for 30 days, 100% risk-free!

If you think the CSM Coaching Program might be the right investment for you and your career, don’t be afraid to pull the trigger today.

What happens if the program doesn’t work for me?

If you're unhappy with the program for any reason in your first 30 days, simply email us and we’ll give you a full refund.

Our aim is to ensure that you get the knowledge and advice that you need to become the CSM you know that you can be. If this program doesn’t work for you, then we haven’t done our job well and we haven’t earned your money.