About this Event
Dates: May 2, 3, 4, 9, 10 ,11 (Tue,Wed,Thu)
Time: 8-10am PT (Available Worldwide)- 2 hours per day , three days a week, over two weeks.
Standard ticket: $1,600 – Sales end on April 30th, 2023.
Early bird: (limited number) $1,400 – Sales end on April 2nd, 2023.
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CSM Manager Topics Covered
This is a handcrafted intensive program specifically for leaders of SaaS and software Customer Success Managers (CSMs). The very best practices as deployed by the fastest-growing Silicon Valley companies are taught and reinforced by this one-of-a-kind program.
The role of the Customer Success department
Discover just how important a high functioning and productive Customer Success team is to a company’s overall success.
Role and Responsibilities of a CS Leader
We will talk through all the different responsibilities of a Customer Success leader and the top priorities to focus on in order to have a happy and high functioning team.
The 5 Roles of a Manager
Explore the new 5 roles you must play in your management capacity and how to balance them.
Customer Journey Mapping and Key Milestones
We will talk through the lifecycle of a customer and you will learn commonly used terms to describe important phases and events along the way.
Customer Segmentation
Explore the basics of dividing your customers into groups based on certain characteristics in order to determine the appropriate support level needed.
CS Metrics
You will learn the importance of reporting on key success metrics and leading indicators in order to drive individual and team performance.
Call Coaching
Improving the communication between your CSM and their customers can be one of the most important things you do as a CS leader. You will learn how to deliver conversational feedback in a simple and effective way.
One on Ones
We will walk through the ideal 1:1 structure and best practices in order to make 1:1s both effective and enjoyable for you and your CSM.
Team meetings
You will learn how to run impactful team meetings and maximize the time spent with your team.
Prioritizing your time
As a manager, it can be hard to juggle everything that is on your plate. You’ll learn best practices when it comes to managing your time and ensuring top priorities are taken care of.
Book of Business Analysis
We will walk through the benefits of doing a quarterly account review with your team in order to effectively plan ahead and approach renewals and retention risks with a strategic, proactive approach.
Coaching CSMs to Success
You will learn a CS focused framework to effectively coach your CSMs and improve performance. We also will walk through how to deliver feedback to your CSM in a way that leaves them feeling energized and motivated to exceed expectations.
Recruiting
Your organization is only as good as its people. We will show you how to build a world-class team with insights from the world class recruiters and HR professionals.
Culture building
Culture is everything – We will teach you all the critical moments for building and reinforcing a culture that attracts and retains top quartile talent.
Managing up and across
Key to your success is internal influence – We will discuss how to set expectations, press your agenda and get what your team needs.
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Event Venue
Online
USD 1400.00 to USD 1600.00