Master CS Leadership Skills for Current & Future Senior Roles with the Established CS Leaders course

This 28-lesson, self-paced course features over 6 hours of content, with real-world final activities to test your skills. This course encompasses instruction designed for established Customer Success leaders who want to: understand experience design, and learn how to make data-driven decisions for scalability, operational efficiency, revenue retention and growth.

This course also includes the Emerging CS Leaders course which contains a variety of strategic CS & CX topics for managing a powerhouse team.

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Industry Expertise

This course is designed by an industry leader, ensuring you learn from the best.

Practical Application

Our final real-world activities ensure you can apply your new knowledge effectively.

Career Advancement

Our course is designed to prepare you for senior leadership roles in the future.

Check Out the Curriculum:

  1. Course Intro
  2. All 16 Lessons from the Emerging CS Leaders course
  3. Why Good CS Leaders are hard to find
  4. Intro to Customer Relationship Management (CRM)
  5. What is SVOC and why it gives you a competitive edge
  6. How to implement a segmentation strategy
  7. How to document processes and socialize them
  8. How to make data-driving decisions
  9. Customer Journey Mapping and storytelling
  10. Leading your Team Through Volatility and Change
  11. How to navigate renewals and win multi-year partnerships
  12. How to streamline and QA customer handoffs between teams 
  13. How to run a successful exit call, and how to teach it!
  14. The non-negotiables for your CSMs to run effective Quarterly Business Reviews (QBRs)
  15. CS Organizational Design: Scaling the department for the future
  16. Executive Presence & Storytelling for the C-Suite
  17. Course Activity: Capstone Simulation: Be the VP of CS

Welcome! Here's the Course Intro

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Established Customer Success Leaders Course - A 28 Lesson Masterclass From a CS Leader with a Master's Degree in CXM

  1. Module 1- Emerging Leaders

    1 lesson
    1. Course Intro- Welcome!

  2. Module 2 - Emerging Leaders

    4 lessons
    1. CS Leader Org Structure and Career Growth Potential
    2. What Makes a Strong Customer Success Leader?
    3. Intro to Systems Thinking and Experience Design
    4. How to Manage and Coach a High-Performing Team

  3. Module 3 - Emerging Leaders

    3 lessons
    1. How to Operate Months or Even Quarters Ahead
    2. Budgeting and Resource Allocation
    3. Handling Top Down Change Management

  4. Module 4 - Emerging Leaders

    3 lessons
    1. How to Consistently Mitigate Customer Churn
    2. How to Consistently Influence Customer Revenue
    3. How to Build Cross-Functional Relationships with Peers and Executives

  5. Module 5 - Emerging Leaders

    2 lessons
    1. How Frequently Should Customer Meetings Occur at Each Level?
    2. Calculating Customer Lifetime Value (CLV)

  6. Module 6 - Emerging Leaders

    4 lessons
    1. How Do You Land a CS Leader Role, or a Bigger Leadership Role?
    2. How to Navigate a Volatile Job Market as a CS Leader
    3. What is Data Governance Within CS/CX, and Why Is It Crucial to Have Structure?
    4. Course Activity: CS Leader Strategy Brief

  7. Module 1 - Established Leaders

    1 lesson
    1. Course Intro- Welcome!

  8. Module 2 - Established Leaders

    3 lessons
    1. Why Good Customer Success Leaders are Hard to Find!
    2. What is SVOC? - Single View of the Customer - And How to Implement It!
    3. How to Implement a Comprehensive Segmentation Strategy

  9. Module 3 - Established Leaders

    3 lessons
    1. How to Document Processes and Socialize Them
    2. How to Make Data-Driven Decisions
    3. Customer Journey Mapping and Storytelling

  10. Module 4 - Established Leaders

    4 lessons
    1. Leading Your Team Through Volatility and Change
    2. How to Navigate Renewals and Win Multi-Year Deals
    3. How to Streamline and QA Customer Handoffs Between Teams
    4. How to Run a Successful Exit Call, and the Framework to Teach it!

  11. Module 5 - Established Leaders

    4 lessons
    1. How to Run Effective Quarterly Business Reviews (QBRs) Every Single Time
    2. CS Organizational Design: Scaling and Refining Your Department for the Future
    3. Executive Presence & Storytelling for the C-Suite
    4. Course Activity: Capstone Simulation: Be the VP of CS

Imagine Yourself as a Respected Senior Leader in Customer Success

Our course equips you with the skills and knowledge to make this dream a reality.