Customer Success Managers
As a Customer Success Manager working directly with customers, it’s your responsibility to ensure everyone is feeling comfortable, confident, and satisfied with the value your product or service provides. Easier said than done, right? Well with the right tools and guidance, you can overcome ANY customer situation and keep them coming back for more!
CSM Foundations
This program is designed to provide you with the tools and knowledge to apply and work as a Customer Success Manager.
We will cover all of the initial aspects of Customer Success and will make sure you feel comfortable and confident when speaking about the role and responsibilities of Customer Success Managers.
Course details:
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3x60 mins sessions
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Maximum 4 participants
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All sessions will include topic learnings and open discussions, including Q&A
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Each session will include a worksheet(s) to practice the topics learned
Session #1
Introduction to
Customer Success
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The importance of Customer Success to Businesses
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Customer Success Engagement Models
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Why companies hire CSMs
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Roles and Responsibilities of CSMs
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4 "C"s of a successful CSM
Session #2
Customer Success Terminology & Expectations
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Common Concepts used by CSMs, including: CAC, LTV, ROI, Churn, Retention, Health Score, NPS, etc.
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Expectations for your first 30-60-90 days as a CSM
Session #3
Use Cases & Practice Exercises
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Customer Use Cases - prioritizing customer work, managing difficult conversations, resolving crisis situations
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Stakeholder Management - involving decision makers and company executives
Expert Program
In this program, you will develop the skills, perspectives and communication technics needed to become a trusted advisor, provider and/or consultant. You will learn to approach any customer situation with confidence, curiosity, and a consistent communication styles to effectively prove your value to your customers.
In return, your customers will feel supported and confident in their work with you, releasing any stress or anxiety that is interfering with a productive, positive and meaningful working relationship.
The program includes:
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6 weeks x 2 hours per week = 12 hours
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Groups of maximum 10 participants
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Open, positive and productive discussions
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Live sessions of topics learnings, practical exercises and discussions on real life use cases .
- Diagnosis of existing problems and implementation of best practices
The results:
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Gain confidence, learn how to set boundaries and interact with your customers.
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Discover repeatable step-by-step processes to help balance the need of your customers and your business
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Maximize your likelihood to maintain customer loyalty and satisfaction
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Increase revenues through account growth and new customer acquisition.
Session #1
Driving customers to success
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Defining Customer Success
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A day in the life of your customers
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Customer success vs. customer satisfaction
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Building authentic relationships with your customers
Session #2
Working better (not harder) with your customers
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Setting expectations & managing unrealistic expectations
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Getting to know your customer
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Preparing for your 1st meeting
Session #3
Managing the day to day of customer interactions
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Better customer communications
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Meetings: before, during & after
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Best practices for writing emails
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The importance of actionable insights & super start status
Session #4
Handling difficult customers
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5 types of customers and how to communicate with each
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Setting boundaries: Is it ever ok to say NO?
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Handling crisis situations
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Restoring customer confidence
Session #5
Continuous improvement
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Making customer complaints work for you
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Ineffective customer tactics: the dos and don'ts
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How to surprise and delight your customers
Session #6
Use cases and practical exercises
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Customer Use Cases - prioritizing customer work, managing difficult conversations, resolving crisis situations
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Stakeholder Management - involving decision makers and company executives