Customer Success for Impact (US/PT)
CSMs will learn how to add recurring impact to their customers with every interaction, applying this skill to seamlessly manage and grow their accounts using customer-centric skills.
Description
This course covers proven methods for effective customer communication that CSMs and AMs can practice with peers. Students will learn how to orchestrate specific key moments of the customer success journey, including the hand-off from Sales, the kick-off call, and managing customer conflict. A flipped classroom model is utilized to maximize learner time with trainers and focus in session time on in depth material review and skills practice.
Learners should plan to complete the pre-work for each session prior to attending the live sessions. Allow approximately 3 hours per week for course work, one (1) hour for pre-work plus the two (2) hour live session attendance. A final exam to earn certification will be available after the final live session.
Registration Details
Registration will close 48 hours prior to the course start date. After registration and payment, learners will receive an email confirmation with calendar invitations and additional course details. For registration assistance, please email RevAcademy@winningbydesign.com
Session Agendas
Session 1: The SaaS Method for Customer Success
- The SaaS Method for Customer Success
- The science of effective communication
- SPICED handoffs
Session 2: Impact
- Impact orchestration
- Interactions: meetings, email, phone calls, video
Session 3: Storytelling & Impact Review
- Storytelling (including how to use AI to help deliver compelling stories)
- Impact reviews
Session 4: Expanding the Partnership
- Time management: the math of productivity and where to focus
- Difficult conversations
- Trade vs. Negotiate