Head of Customer Success program
How to Build
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)
Course Start survey
Workbook week 1
Concepts & Common Definitions (34 min)
Friday - The 3 Roles of the Head of CS (29 min)
Monday - Live session (60 min)
Tuesday - Scenario week 1
Wednesday - Live session (60 min)
Thursday - Quiz week 1
Friday - Pre-recording Management (29 min)
Workbook week 2
Bonus material: Lifecycle Capacity Planning (15 min)
Bonus material: Customer Operations (22 min)
Bonus material: Compensation Models (39 min)
Monday - Live session (60 min)
Additional Material on Success Sprints
Tuesday - Scenario week 2
Wednesday - Live session (60 min)
Thursday - Quiz week 2
Friday - Pre recording Coaching (22 min)
Workbook week 3
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)
Tuesday - Scenario 3
Bonus session: Using tools to work more efficiently (30 min voluntary)
Wednesday - Live session (60 min)
Thursday - Quiz Week 3
Lincoln Murphy
Johan Nilsson