Customer Success Management
Virtual Training Programme
The gold standard in practical, outcome-focused training for Customer Success professionals.
Trusted by teams at top SaaS & technology companies.
Is This The Right Customer Success Training For My Team?
It depends on what you need. If you want a whole team working from one shared framework, the virtual classroom fits: six 2½-hour live sessions, from £5,000 for a team of four. If you’re learning on your own, at your own pace, the Success Methods Academy’s self-study courses suit you better. If you have one specific challenge to work through, coaching may be a better fit.
Course Overview
If you are a customer success professional you almost certainly want the following:
- To ensure every customer is able to succeed with your solutions
- To make every moment of every customer interaction count
- To have the tools and language to create an absolute focus on value, outcomes and ROI
Designed for the virtual classroom, Customer Success Management: Outcomes To Frameworks is highly participative in nature and designed to equip you with the tools, content and knowledge needed to meet every one of these objectives in your customer success role.
The course comprises six 2½-hour virtual classroom sessions, with team exercises in class and set homework between sessions.
On completion, attendees receive a certificate of course completion from the Success Methods Academy.
Over the six weeks, a comprehensive Miro board is built up containing a candidate Customer Success Framework and a broad set of actionable frames to help you to embed customer success across your organisation.
This gives you and your team a role- and employer-specific set of content that you can apply immediately to your day-to-day activities as a CS professional.
What You'll Learn
The course is delivered in six 2½-hour, instructor-led sessions covering the material shown below. Each session includes a set of lecture content delivered in the virtual classroom, exercises worked as a team during the classroom sessions and a set homework exercise after each session.
Foundations
Kick off, set expectations for the programme and get to know your cohort.
Why customer success is vital in today’s SaaS environment. What makes the function so important to your business and customers? Why customer success should be a philosophy, not just a function. The revenue impact of renewals, expansion revenues and advocacy.
How to identify your company’s customer success evolution and position. Understand maturity models to guide your CS journey.
Why a focus on outcomes is so critical in customer success. What makes for a great outcome, and how do you define and measure it?
Reflect on your customers’ desired outcomes and prepare examples for group discussion.
Frameworks & Value
Share your homework and reflect on real outcomes in your accounts.
Introduce frameworks that help structure and deliver customer success programmes at scale.
Using The Success Methods Value Hierarchy© to focus on outcomes, customer value and ROI. Learn to articulate and deliver value at every level.
How to structure customer onboarding for lasting engagement and impact. Setting the stage for outcomes from day one.
Draft your own CS framework for your role and organisation, ready to review in session three.
KPIs, Measurement & Segmentation
Collaborative review of your draft frameworks.
The use of KPIs—including those most critical to your employer and those that matter most to your customer. Aligning KPIs to customer outcomes, value and ROI.
How to design appropriate health scoring and baselines. Understand what good looks like and where intervention is needed.
Designing engagement models for every customer and segment. How to create and deploy best practices to deliver every outcome.
Finalise your CS framework and outline your segmentation and engagement models.
Stakeholders & Value
Further framework sharing and improvement.
Understanding core client personas and how to manage them. Connecting with stakeholders effectively.
Building value for every key stakeholder group using outcomes, the value hierarchy and effective stakeholder communication.
Building trust and rapport, managing difficult conversations, and aligning your employer around a focus on customer success.
Conduct a stakeholder analysis for one of your key accounts and identify alignment gaps.
Strategy & Alignment
Present and review your stakeholder analysis homework.
Why and how to align your employer around customer success. How to ensure responsibilities are aligned for customer success across your company.
Real-world application: walk through a day in the life of a CS professional using the above frameworks and methods.
How to build and develop trust internally and externally across every department in your organisation.
Identify trust points in your organisation and how they align with your CS objectives.
Governance, Change & Review
Review trust points and alignment planner homework.
The fundamentals of change management and governance in customer success strategy.
Review and consolidate all learning. Q&A and discussion of any remaining challenges.
Plan for ongoing development, embedding best practices, and a framework to structure all this learning into a comprehensive approach.
Present your full CS framework, outcomes, and engagement plan back to your fellow employees for feedback and implementation.
Virtual Training - Logistics & Pricing
We offer our virtual classroom training course to corporate clients who wish to train their team(s) of customer success professionals.
Our corporate courses run on demand and are arranged to meet the specific requirements of our customers.
- Dates: By agreement. Typically one session a week for six consecutive weeks.
- Location: Virtual Classroom.
- Duration: Six 2½-hour sessions over the agreed period.
- Audience: Customer success professionals.
- Price: Courses start at £5,000 for teams of four. Additional attendees priced at £500.
- Certification: All attendees receive a certificate of course completion from the Success Methods Academy.
Hear From Past Participants
“A brilliant course, very insightful and full of information covering key concepts, operations, measurement and governance. This course really pushes you to contribute at the highest level. All attendees enjoyed it and the level of discussion and debate was so valuable. Highly recommended if you’re new to Customer Success or want to find ways to improve yourself in your current role.”
Tom ParkinsonCo-Founder, Air Education“I found the course very thought provoking and while validating a lot of the work we’ve been doing, it’s also given me a lot of food for thought in terms of future plans. We really liked how interactive it was as well and I think it’s got all of us (from very different backgrounds) speaking the same language now!”
Ashwini JobDirector, Customer Experience & Success, Arm“Such a great course for any Customer Success professional! Ian starts by taking you through how to form your own Customer Success Framework and then follows this up with practical tools to bring it to life!”
Odette DaviesVP of Customer Success, RoleMapper“I recommend that you take this course to ensure you and your business have a true understanding of the role and benefits it delivers to customers.”
Frank SimsHead of Delivery & Customer Success, iCabbi“The most valuable time I have spent this year! I walked away with so many learnings, and a clear path to implementing best practices in customer success. Ian took the time to understand the individual challenges everyone faced and provided frameworks and solutions to combat these. Whether you are building a CS function from scratch, managing a team or managing accounts as a CSM – this course will be invaluable!”
Eva EvangelouCustomer Success Director, BibliU“I am extremely impressed and would recommend this course to anyone interested in employing Customer Success in their company or their role.”
Sophie Harris-EdmondSenior Experience Consultant, GranicusReady To Transform Your Team’s Customer Success Skills?
Contact us today to discuss your objectives or to book a virtual training course for your team.
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