CS Leadership: Strategy & Scale
How to Build & Scale
Lead, Manage, Coach
7th - 25th October
The live sessions start am 10am Eastern Central 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)
Monday - Live session (60 min)
Live Session Monday 7th of October
Live Session Monday 7th of October - Slides
Course Start survey
Workbook week 1
Concepts & Common Definitions (34 min)
Tuesday - Scenario week 1
Wednesday - Live session (60 min)
Live Session Wednesday 9th of October
Thursday - Quiz week 1
Friday - The 3 Roles of the Head of CS (29 min)
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)
Live Session Monday 14th of October
Live Session Monday 14th of October - Slides
Additional Material on Success Sprints
Tuesday - Scenario week 2
Wednesday - Live session (60 min)
Thursday - Quiz week 2
Friday - Pre recording Coaching (22 min)
Bonus Material: Goals & Motivation (23 min)
Bonus Material : Joint accountability (24 min)
Bonus Material: Objective Confidence (27 min)
Bonus Material: Objection Breakthrough Formula (57 min)
Monday - Live session (60 min)
Live Session Monday 21st of October
Live Session Monday 21st of October - Slides
Tuesday - Scenario 3
Wednesday - Live session (60 min)
Thursday - Quiz Week 3
Bonus session: Using tools to work more efficiently Video
Expansion & Successplan
Success Plan example 1
Success Plan example 2
Success Plan example 3
Success Plan example 4
Lincoln Murphy
Johan Nilsson