Impact Academy - Advanced Customer Success Manager

To all Impact Academy courses

March 7th to March 25th 2022

Advanced Customer Success Manager
Three Week Program

# Senior Customer Success Manager program
# Intense training with certification
# Live sessions, workshops & community

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Lincoln Murphy

Growth Expert, Consultant, Thought Leader

Sixteen Ventures

Johan Nilsson

CEO & Founder

Startdeliver

When is it?
Starts on March 7th and ends on March 25th 2022. Three week program with live sessions every Tuesday & Thursday 4-5 pm CET and exercises to do on your own time. Time input approximately 3-3.5 hours per week

What does it cost?

The course is €595 per person. We offer a bulk discount if you are more than 5 people (respectively 10) from the same company. Just choose the amount of tickets in the form at the top.

What is the format?

The Advanced Customer Success Manager program is designed with the experienced Customer Success Manager in mind. It’s an intense program for anyone looking to really accelerate skills and know-how in the field of Customer Success.

The Advanced program requires several years of experience or having participated in the first Impact Academy Customer Success Manager Program. The program will cover all the main areas of Customer Success Management but with a focus on the areas that make the most difference and will separate you from an average CSM.

Who will participate?

The program is for the commercial-driven business leader that carries a lot of responsibility within the company. Here are a few examples of roles in Customer Success that are participating in the program:

Customer Success Manager
Senior Customer Success Manager
Customer Success Team lead
Senior Account Managers
Account Team Manager

Agenda

Some of the topics we will cover during the program:

Scaling your Book of Business

Taking full responsibility of your portfolio and working out both the potential and opportunity size, as well as setting a tangible customer plan across a large portfolio of customers. Leveraging the organization, tech and marketing for a more effective and scalable portfolio with a clear path for growing ARR.

Prioritizing Accounts

Using customer context to better understand and plan the engagement model necessary to ensure the success of your entire portfolio. A combination of objective and subjective data is leveraged to create a more efficient routine for managing consistent output week after week.

Goals, Orchestration and Playbooks that work

Working effectively with Customer Goals and orchestration that speed up adoption and expansion driven by the customer. Defining playbooks based on real working scenarios that take both the desired outcome and the appropriate experience of the customer into account.

Advanced Time Management

Consistency is the key to long-term success as a CSM, and that starts with effectively managing your day-to-day schedule. By prioritizing meetings, structuring preparation and follow-up, implementing time buffers and other rules around availability, deflecting to self-service, using asynchronous video, and much more, you’ll finally be in control of your schedule.

Owning your Outcome and Hitting Your Numbers

As a Senior Business Leader, responsible for a sizable part of the company's recurring revenue, you want to be a CEO for your portfolio. You want to be ahead of the game, have forecasts ready, data to support challenges in the product or issues with churn and most importantly a track record of delivering results. We will go through a step by step way to get there and make sure it is noticed internally in your company.

Training, Certification and Much More

Impact Academy - Advanced Customer Success Manager is an intense training program for those Customer Success Managers that have completed our first Impact Academy CSM course or are already a bit more experienced in the field of Customer Success Management. 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 2022. The program is a deep dive 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.

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