Customer Success 201

An overview of the course objectives and the key focus of the curriculum.

Meet your instructors!

Here is an opportunity to introduce yourself.

An introduction to the framework we'll be discussing in detail throughout the course.

This exercise will help you get thinking about partnerships in general and how you can build better relationships with your customers

Uncover the various methods in which you can build a partnership with your customers.

This exercise will help you reflect on your current engagement methods and how you can improve it.

An overview of the various communication methods through which CSMs engage with their customers.

A detailed breakdown of a Quarterly Business Review and it's agenda.

Monitoring the performance and usage of your customers is essential to understanding how successful they are with your platform.

This exercise will help guide your thinking to creating and monitoring the features that are essential to determining the success of your customers.

Learn about the importance of a health score, how to create one, and some tips for creating your own.

Creating your own health score for your customers.

Once you've created a health score, the next step is to automate the proactive activities to address risk and opportunity earlier.

Better understand how customers can provide feedback that can be utilized to iterate your product offering.

This exercise will help you reflect on your relationship with the Product team.

While it may sound strange at first, selling is an important part of your role as a Customer Success professional.

Take a strategic perspective when working with customers to put yourself in the best position for growing the partnership and expanding with them. The Account Plan is a central tool for this mindset.

We provide some sample fields you can include in your Account Plan and walk through some guiding principles.

When building an Account Plan, keep these considerations in mind so you get it right the first time.

Building your own Account Plan for you to succeed with your customers.

How KPIs and data can help feed into your sales process.

Beta programs and webinars are excellent tools for generating demand and interest in your features and services. CSMs can and should participate in these opportunities.

Is the act of selling paradoxical to the role of a CSM? No—selling comes hand-in-hand with the role but in a different way.

Walking through what you can expect to take up your day as a CSM, with some tips to get the most out of your day.

A quick note on the following lectures about tools as a Customer Success professional.

We walk through some of the main categories of tools that you'll be using to interact and support your customers.

We walk through some of the main categories of tools that you'll be using behind-the-scenes to manage your customers and everything you do within the organization.