Customer Success Manager
Five Week Program

# Virtual intense training program
# Community of fellow CSMs
# Grow skillset and get certified

 

Sign me up [PROGRAM IS FULL]

September 13th to October 15th 2021. First Live Session September 14th at 4pm CET.

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Speakers

Lincoln Murphy

Growth Expert, Consultant, Thought Leader

Sixteen Ventures

Johan Nilsson

CEO & Founder

Startdeliver

Our Vision: 

"Elevate the Competence, Confidence & Careers of Customer Success Managers"

 
With the growth of SaaS and recurring revenue business models, the function of Customer Success has become a top priority for any company. As a result we have a new and rapidly growing workforce of Customer Success Managers. 
 
Impact Academy is all about elevating the competence, confidence and careers of Customer Success Managers. The program is centered on real business scenarios and covers know-how, skills and best practices that have generated proven results for thousands of companies worldwide.
 
A Customer Centric Strategy builds on people in general and the customer-facing organization in particular. Having your team go through this program will not only empower them in their job but also accelerate your implementation of the Strategy. 
 
When is it?
Starts on September 13th and ends on October 15th 2021. Five week program with live sessions Tuesdays and Thursdays at 4pm CET. 
 
What is the format?
The program has been carefully designed to give you the skills, know-how and practice of a truly great Customer Success Manager in the year of 2021.

 
 
Who will participate?
Customer Success Managers
Exclusive and limited group
SaaS, Tech and Subscription Businesses.
 

Training, Certification and Much More

Impact Academy is an intense training program for Customer Success Managers that runs over five weeks. The program includes live training sessions, workshops, group exercises, homework and tests. You will be able to do the program in parallel with the normal work week.

The program has been designed by Lincoln Murphy, Sixteen Ventures and Johan Nilsson, Startdeliver to give you the skills, know-how and practice of a truly great Customer Success Manager in 2021. The program is centered on how you can improve in your role and grow your career as a Customer Success Manager. 
 
Successfully completing the program you will be certified, get a diploma and a Linkedin badge. You will also get a bundle of great content, tools and resources to use ongoing in your career.

What are other participants saying?

"The Five week program with Lincoln Murphy and Johan Nilsson is a great opportunity to develop as a Customer Success Manager. A lot of great questions are being raised and answered during the program and I really appreciated the parts on how to increase advocacy and work with churn analysis.”

Julia Olsson, Datscha

"I really enjoyed the program this spring by Startdeliver. It taught me many new things about how to set up a proper CSM structure and it confirmed and reassured me that we are doing some things in the right way already. We will for sure sign up for the program in the fall"

Ralp van Katwijk, Flowbox

"I took part in the Program in the spring and it was really inspiring and brought up many new thoughts and ideas. Having one of my CS Heroes, Lincoln Murphy, show and tell about his unique vision for CS was nothing short of amazing. I would definitely recommend anyone in CS take part in these programs."

Jens-Henrik Rosasco Borg, Mapspeople

"Tailor-made and well-planned program that does not interferes with your regular work balance. I was impressed by the set-up and the commitment you felt. Today I bring points from both the sessions and the group dialogs in meetings with my customers"

Sabina Lepisö
SalesScreen

"What I appreciated about the program was that you as a participant got invited to the conversation, instead of just listening to a "standard webinar". We have made some key improvements in how we work that have enabled us to scale up much faster."

Philip Simon
Rule Communication

"I really enjoyed receiving training from Lincoln Murphy, whom I have been following for a long time. I got a lot of tips and insights to how we can improve our customer success department. Only regret about the training is, that it had to end".

Pernille Christensen
CV Partner

Agenda

Week 1 - From Theory to Practice: How you bring Customer Success to the next level

Why Customer Success, the reasons behind and what does it mean for your company? How do you improve in your role and how can you help your company improve? Even if you do not know where to begin or if you have a long career behind you, you will get hands-on, concrete advice from people who have done it before. Week one is all about creating the path forward, based on where we are and what we want to achieve.
 

Week 2 - A Driver of Change: Control your day and have more impact

To get real leverage on our work we need to focus on the right things and make time for them in our calendar. Easy in theory but harder in practice. We will help you find a more efficient way of doing meetings, setting priorities and getting things done.  We will cover all aspects of onboarding, from trial to handover to first value. We will go into how we manage, predict and work efficiently with renewals. We will share best practices on how you do regular check-ins, do turn-arounds, interventions and expansion. 
 

Week 3 - Powerful Conversations: Get all types of customers engaged

Communication is perhaps the most important skill of a Customer Success Manager. Poor, late or incomplete communication is many times the actual reason behind a churn or a fallout. The opposite is also true, great communication is what really creates success. We help you become a great communicator. We will go through a communication model, a message framework and how to build real trust with customers.
 

Week 4 - Delivering Results: Improving Net Revenue Retention for my portfolio

A key output from our work as CSM is increased Net Revenue Retention, but how do we actually make it happen? We will break it down from the financial number to the actual actions you drive as a Customer Success Manager. How you fix churn and how you make expansion/upselling a natural part of the journey. We will go through concrete examples and best practices. 
 

Week 5 - Delivering Results: Getting more customers to advocate for us

Another key output for a CSM is to create and identify real advocates of our product. There is a huge value of increasing the number of people who recommend and promote our product. We will go through how you do this in practice and how you as a CSM can work with an advocacy program for your company. 

 

Weekly Schedule

100% Money Back Guarantee

If after attending the first full week of the program, you do not feel you have received more than 10x of ticket price in value for your business, we will send you a full refund for the event.

FAQ

My title is not "Customer Success Manager", can I join the Program?
Yes. The title Customer Success Manager is not used for all roles that actually work with Customer Success Management. Some examples of other titles that can participate in the program are Customer Care, Account Manager, Customer Success Specialist, Onboarding Specialist, Customer Success Executive to name a few.
If you work with the existing customers in a recurring revenue business you will get a lot of value from the program.

 
I have a busy schedule, do I have to take time off work? 
There is only 2 hours per week that is scheduled during normal work hours. There will also be some work to be done by yourself that you can either do during work hours or on afterhours. We know that Customer Success Managers are very very busy. The program is a way to help improve and make work more productive and efficient. It's investing some time now to get it back in the coming months and years.

 
Can I get a discount if we are more from the same company attending?
Yes. We have a volume discount starting at 5 respectively 10 attendees. Check out the sign up form.

 
Is this a beginners program or an advanced program?
Short answer is that the program is for both. If you are new to Customer Success Management or if you have been working with it for many years, you will take away different things. The program is designed around universal topics and concepts within Customer Success Management that you are never “done” with. You will also be grouped with peers based on experience, business, customer types etc.

 
I will miss some of the planned Live Sessions, can I still participate?
Yes. All Live Sessions will be recorded and shared the same day. Having said that, the purpose of the Live Sessions is to have interactions with others and be able to work in groups. So, we highly recommend blocking the Live Sessions in the calendar.

 

Will there be opportunity to meet and network with others?
Yes, a big part of the program is interaction with others. You will be part of a smaller group based on experience, business, customer types similar to yours. This group will work together during the program and do both workshops and share learnings together. There will also be a bigger group where you will get to share and interact with other participants.
 


Our business is not similar to other SaaS companies, will the program be relevant for me?
We will cover many concepts that are universal in nature but can be applied differently depending on business and priority. If you are in a business with recurring revenue, you have customers and you want to find ways to work better to make them stay longer, buy more and advocate for you, then you will get value from the program. And if you are not convinced after the first week, we offer 100% money back Guarantee.


 

 
About us
Impact Academy is a range of Customer Success Training Programs offered by Startdeliver AB, Stockholm, Sweden in cooperation with Sixteen Ventures, Arlington, Texas (US).

Startdeliver AB

Kungsgatan 33, 11156 Stockholm


startdeliver.com
hello@startdeliver.com