January 17th - February 18th 2022
Customer Success Manager
Five Week Program

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


 

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January 17th to February 18th 2022

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 Speakers

Lincoln Murphy

Growth Expert, Consultant, Thought Leader

Sixteen Ventures

Johan Nilsson

CEO & Founder

Startdeliver

When is it?
Starts on January 17th and ends on February 18th 2022. Five week program with live sessions Tuesdays and Thursdays at 4pm CET and exercises to do on your own time. Time input approximately 3 - 3.5 hours per week.

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 2022.
Who will participate?
Customer Success Managers
Exclusive and limited group
SaaS, Tech and Subscription Businesses.
What does it cost?
The course is €595 per person. We offer a bulk discount if you are more than 5 (respectively 10) people from the same company. Just choose the amount of tickets in the form at the top.

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

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 2022. 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.
 
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