Quick advice for CSMs to manage, retain, and grow their book of business
Welcome to Smart Tips: Customer Success! In this course, I’ll provide short lectures to help you choose a course of action – fast so that you can immediately apply it to your accounts. The videos in this course are standalone. That means you don’t have to watch in any particular order. If you’re searching for a specific skill or topic that’s relevant to you, take a look through the available tips to find the knowledge you need when you need it.
What you’ll learn
- Comfortably navigate complex client relationships.
- Efficiently manage and forecast your book of business.
- Maximize your cross-functional partnerships.
- Identify pain points and resolve them quickly.
- Discover strategies that are key to delivering building mutual success.
Course Content
- Introduction –> 1 lecture • 2min.
- Smooth Sales to Customer Success Handoffs –> 3 lectures • 4min.
- Preparing for your customer kickoff –> 3 lectures • 4min.
- Planning for mutual success –> 4 lectures • 4min.
- When should Customer Success start to engage –> 2 lectures • 4min.
- Discover the 5 stakeholder types –> 5 lectures • 6min.
- Communication planning with your key Point of Contact –> 3 lectures • 4min.
- Engaging Executive Sponsors –> 3 lectures • 3min.
- Managing Cross Functional contacts at your client –> 3 lectures • 3min.
- Amplifying champions –> 2 lectures • 2min.
- Handling Detractors –> 2 lectures • 3min.
- Low-touch and high-touch strategies for communication –> 3 lectures • 5min.
- Metrics that matter; forecasting your Net Recurring Revenue (NRR) –> 10 lectures • 15min.
- Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR) –> 10 lectures • 14min.
- Time Management for Customer Success –> 6 lectures • 7min.
- Working cross-functionally in a SaaS company –> 7 lectures • 9min.
- Conclusion –> 1 lecture • 1min.
Requirements
Welcome to Smart Tips: Customer Success! In this course, I’ll provide short lectures to help you choose a course of action – fast so that you can immediately apply it to your accounts. The videos in this course are standalone. That means you don’t have to watch in any particular order. If you’re searching for a specific skill or topic that’s relevant to you, take a look through the available tips to find the knowledge you need when you need it.
Customer Success comes in many different flavors, from sophisticated to scrappy, from high-touch to low-touch. Customer Success is most often applied in SaaS companies, but the principles apply to any business that depends on delivering value to customers over the course of a long relationship. Anyone that is tasked with building relationships, retaining and growing revenue, and making customers successful will find some valuable insights that will improve their performance.
In this series of engaging videos. You’ll discover tactical advice to set and achieve goals, overcome common challenges, and help your customers thrive. In the lightning-fast, fun video series you’ll learn things like:
- Reducing friction for customers that stems from the transfer of relationships to the CSM
- Establishing a strong foundation for a lasting relationship with the right stakeholders
- Maintaining elusive relationships with senior leadership at your clients
- Uncovering and amplifying the voices of champions
- Improving efficiency with your outreach strategy at any service level
- Understanding key customer success metrics and how to calculate them
- Preventing churn by identifying and addressing risks before it is too late
- Taking control of your workload and planning your time efficiently
- Understanding the motivations for your cross-functional partners so you can partner more effectively
- …and so much more
Resources like the Customer Match Scorecard and Success Plan Template give you new tools to apply across the customer lifecycle from sales handoff to creating raving fans. I want to provide you with hard-won insights and resources I built on the front line of building the Customer Success industry over the past decade-plus.
If you are an entry to mid-level Customer Success Manager focused on growing revenue efficiently, a full-cycle Account Manager navigating renewal clients, an entry-level revenue leader building Customer Success playbooks, or anyone who cares about making customers successful, this course is for you. I’m proud of the results my clients across the globe have achieved and I look forward to bringing that momentum and success to you as well. join me in this course!