Impact Academy

Our first week will focus on why your company is investing in Customer Success (spoiler: to increase NRR), how to ensure you're aligned with that - from prioritization to reporting - as well as what success looks like for you, your Org, Teams, and CSMs. The rest of the program - and ultimately your success as Head of Customer Success - builds off of this fundamental understanding. We'll get clear on the difference between Leadership and Management (and why that's important), how to work with your Executive team, and we'll explore the Financial Metrics that directly roll-up to NRR.

Building off of the first week’s Leadership focus and getting clear on the purpose of Customer Success in your company, this week we’ll move on to Management. Management is the measuring, monitoring, and running of day-to-day operations; this is a critical responsibility of the Head of Customer Success. Understanding clearly where your team members are in relation to where they need to be and knowing when and how to intervene to ensure objectives are met is a critical skill set that world-class Heads of Customer Success possess. You will leave this week with the tools and frameworks necessary to effectively manage your teams and your overall Customer Success operations

A great coach doesn’t just point out flaws in execution or needed changes in behavior, but works with the individual contributors to ensure whatever changes are necessary are put in place and that everyone is set up to thrive. Whether it’s a CSM direct report or a Director with their own team of CSMs, being able to coach your team members to help them be the best that they can be is what separates World-class Heads of Customer Success from everyone else. Historically, Coaching is one of the most under-appreciated and least talked about aspects of your role as Head of Customer Success, but that ends now.  You will leave this week with the tools and frameworks necessary to coach your team to excellence.