Customer Success Manager
Overview
This two-day class is designed for Customer Success professionals who are responsible for helping clients maximise the value returned on their technology investments. This interactive course provides the knowledge and skills that enable Customer Success Managers to successfully interact with their clients, and to manage, retain and grow their strategic accounts.
By combining an established customer success framework with best practice methodologies, this course demonstrates how companies can provide extra benefits to their clients at every stage of the customer life cycle; beginning with defined pre-sales activities and ending with a renewing/growing customer or valuable lessons learned from effective churn analysis. Students will also discover how Customer Success Managers have the scope and potential to deliver significant, positive results to internal and external stakeholders.
Some of the training objectives…
- Learn Customer Success methodologies and frameworks that help improve your clients’ return on investments throughout their life cycle.
- Understand how to calculate the most important metrics for measuring Customer Success.
- Create plans that get your customers off to a ‘fast-start’ and ensure that they get early value.
- Understand the root causes of all customer churn.
- Establish trust to build strong client relationships.
- Convert unengaged customers into active users.
- Capitalise on the role of the Customer Success Manager in working across critical internal business units.
- Create a strategy for nurturing and growing the account.
Who Should Attend
- Customer Success Managers
- Technical Account Managers.
- Pre-sales Managers.
- Sales executives.
29 Comments
The mix of interesting and relevant materials, topics and practical methods along with Adams engaging delivery style made this course extremely interesting and enjoyable.
Very informative course, well presented and full of good advice.
Practical, to the point, useful checklists, excellent detailed course material.
This was a great course – one of the best training courses I’ve attended. Great content, all relevant and well detailed and backed up by strong examples and scenarios. Adam has an engaging and energetic way of delivering. Great food and snacks too!
Great course, very professional insight into CS. Brilliant instructor!
I thought the course was highly effective at outlining to me the course framework for the role of a CSM. It has given myself and the team massive amounts to think about and a lot of practical content to implement for our launch at the the […]
Excellent instructor – have attended many SGSA courses. Relevant industry examples. Whilst its not 100% applicable to my job I certainly have learnt what customer success is
Would possibly tailor the training differently for companies transitioning to C.S not actually doing it.
Thoroughly enjoyed the course. Plenty of food for thought. Very enthusiastic to get going on this subject. Thanks.