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November 15th - December 3rd 2021

Head of Customer Success
Three Week Program

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

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"Becoming world class in Customer Success is not only new territory for many companies but also perhaps the biggest opportunity - and it starts with the Leader" 

Speakers

Lincoln Murphy

Growth Expert, Consultant, Thought Leader

Sixteen Ventures

Johan Nilsson

CEO & Founder

Startdeliver

When is it?
It starts on November 15th and ends on December 3rd. Three weeks with 6 live sessions (1hr). Total time to set off for the entire course is approximately 4 hours per week.

What is the format?
Leadership program with live sessions (see topics below), presentations, group workshops and Q&A. All done virtual and you work with real customer, team and business data.
Who will participate?
Heads of Customer Success 
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 people from the same company. Just choose the amount of tickets in the form at the top.

Agenda

Week 1: Planning for the Next Level in 2022: Assessment, priorities & Success Sprints

What would it take to bring your Customer Success team to the next level? Where are the challenges right now and where do you see the biggest opportunities to improve? Are you in the process of building a team or are you scaling a large organization, regardless of where you are you will get help in assessing the situation. Even if you do not know where to begin or if you have already clearly defined what you want to improve, you will get both advice and ideas 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 Strong Structure: Nailing the key processes

To get real leverage on our work we need to make sure the key processes are in place. In week two, we deepdive into the main processes of Customer Success Management. 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 2 - Building a Great Team: Roles, Goals and KPIs

As you scale, the organization needs to grow to preserve the customer experience. How can you recruit, build, and lead a team through this highly critical phase. We will go through the different roles and profiles you need in different stages. We will talk about goals and KPIs for individuals and teams. What is the theory and what works in practice. 
 

Week 3 - Beating Churn Tool Box: making a concrete plan to drive up NRR

How can we start predicting churn and more importantly what levers do we pull to drive change and improve. We will share both strategic and practical advice on how to beat churn. We will break it down from the financial number of Net Revenue Retention down to the actual actions you can drive as a Customer Success Manager. We will share concrete examples and best practices. 
 

Week 3 - Expansion Sales Tool Box: making a concrete plan to further drive up NRR

Lack of expansion is actually a bad sign for retention. Customers that are getting value from you tend to spend more and stay longer as a customer i.e. if you do more upselling you will also lower churn - that is a win-win. How do you do this, how can you design a customer journey that includes upselling and expansion. We will go through concrete examples and best practices.
Training, Certification and Much More
Impact Academy - Head of Customer Success is an intense training program for leaders within Customer Success that are looking to bring their team to the next level. 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 Head of Customer Success in 2022. The program is centered on processes and strategies to move forward.
 
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