SuccessHACKER, the global leader in Customer Success training and education, is bringing its SuccessCOACHING Roadshow to New York City for the second time! Join us and become one of the first Certified Customer Success Managers in the US!
Don't work in New York City? No worries! Scroll down to see where else you can find us this year.
What Will You Learn In CSM Foundations?
During this two day intensive in-person workshop, we'll teach you everything that you need to know to turbocharge your career as a Customer Success Manager.
This isn't your typical theory-heavy workshop, we're flipping the equation and focusing instead on execution - practical tips and tools that will help you be a better CSM from the moment you get back to your desk!
And we believe that learning needs to be fun and interactive to be effective. So all our workshops incorporate group exercises and discussions to help participants apply the knowledge they've acquired in the context of their own roles.
We guarantee that you'll walk away feeling more confident and empowered, ready to maximize your potential as a Customer Success Manager.
"The day was filled with logical information that could be used immediately upon return to working with my customers." TJ Norman, CSM
"Everything was really great. One of the best workshops I've attended. Thank you!" Workshop Participant, Atlanta Jan 2018
CSM Foundations Workshop Topics
We know that your time is valuable, so we want to maximize your return - both on your time and your financial investment. That's why we've designed a value-packed curriculum that covers the foundational knowledge that every CSM needs under their belt to take their performance to the next level. Check it out!
Customer Success Key Concepts
How To Think Like A Customer
The Principles of Effective Onboarding
Success Plan Development & Execution
Delivering Effective Business Reviews
Re-Engaging Disengaged Customers
Managing Accounts To Drive Lifetime Value
Adopting A Consultative Approach
Execution & Follow-Through
Handling Escalations & Ownership
Tactics For Handling Tricky Customers
Understanding Customer Success Metrics
"This course is a must-attend for CSMs. It provides an excellent skills and information base to enable CSMs to become trusted advisors for their customers. I highly recommend!" Lori P, CSM
Who Should Attend?
The CSM Foundations workshop is ideal for Customer Success Managers who work in subscription-based (SaaS) technology companies, although the concepts discussed will be applicable to other types of technology (e.g. on-premise software) or subscription-based businesses.
Whether you've just got started and are looking for an intensive grounding in everything Customer Success, or you've been at it a little while and want to round out your knowledge of core principles, this workshop will provide excellent value.
"As a new CSM, I’ve learned dozens of useful tips and strategies. The content was a great introduction to the CSM world, and I see myself going back to it consistently throughout my CSM career. I would recommend it for anyone in Customer Success looking to further their knowledge." Annalise H, CSM
At the end of this workshop we will offer participants the opportunity to take a certification exam. Those that meet the required standards will then receive an official SuccessHACKER Customer Success Certification.
Getting certified is a great way to demonstrate, both to your colleagues and your customers, that you take Customer Success seriously. A certification shows that you've invested the time and effort to improve your skills and knowledge in order to be as effective as possible at your job. It's also a great thing to have on your LinkedIn profile!
What's The Schedule?
Day 1 - Tuesday
Registration opens, light breakfast and informal networking
End of Day 1
Day 2 - Wednesday
Arrival, light breakfast and informal networking
Happy Hour / Graduation Celebration!
Here's what's included in the workshop price for every CSM Foundations participant.
Over 10 hours of world-class Customer Success best practices and practical tips
Over 2 hours of interactive workshops and stimulating group discussions
A digital copy of all content, for handy reference once you're back in the office
Access to a private group on the OUTCOMES community, for ongoing support as you apply what you've learnt
Light breakfast and lunch, plus coffee, tea and soda. Why not?
A highly-coveted SuccessHACKER Certification certificate (subject to passing the exam)
"I can't recommend the SuccessHacker program enough. The instructors are consummate professionals who impart wisdom in every interaction. If you're on the fence about taking the class like I was, then you should know the knowledge learned in the course far outweighs the cost of admission. Get in before they raise the price!" John Bowman, Senior CSM
Where Else Should We Visit?
We are planning to bring our training workshops to Customer Success communities across North America and Europe.
Please complete this super quick survey and tell us where you'd like us to visit. We will then use your feedback to determine the rest of our 2018/19 schedule! We want to make sure we bring great Customer Success training and education to the communities where it is wanted the most.
Meet Your Instructors
James Scott is a globally recognized Top 100 Customer Success strategist. He has over a decade of experience building and leading post-sale organizations in B2B SaaS companies, both in the US and Europe. He now leads SuccessHACKER's training practice and has delivered public and private Customer Success training to many CSMs over the past two years. He's also a Host in OUTCOMES, the Customer Success community and an Advisor at Atlanta Tech Village, Endeavor and Alchemist Accelerator.
Aaron Thompson has dedicated his career to helping companies improve retention rates, increase recurring revenue, and recoup customer acquisition costs. His background developing and executing training and implementation programs, managing technical support staff and then leading Customer Success for B2B SaaS companies, has uniquely positioned him to deliver the best-in-class SuccessHACKER curriculum with real-world experience. Aaron is a national thought-leader in the Customer Success domain and has been pushing the discipline forward for years through thought leadership and education.” to “He’s also the founder of Leading Customer Success, a national CS Leadership Summit and online community (a part of OUTCOMES).
SuccessHACKER - Your Customer Success Training Partner.
When it comes to selecting a training partner for Customer Success, you want to learn from someone who has actually done the job and not just talked about it. SuccessHACKER is your go-to partner for Customer Success. We've taught hundreds of CSMs and Customer Success leaders the theory AND the practice of Customer Success.
Leverage our nearly 50 years of experience in designing, building and executing Customer Success programs that deliver real results. Some of the world's fastest-growing SaaS companies turn to SuccessHACKER for our help., Find out more by visiting www.successhacker.co.
Q1. I'd like to come with colleagues. Are team discounts available?
Yes, we can offer discounts for teams (from the same company), however we like to limit the number of people from one company who attend a single workshop - otherwise it can detract from the experience for other attendees. For this reason we have a limit of 2 people per company per workshop. If you'd like to bring more than 2 people, please drop us a message using the contact form at the top of the page and we'll discuss options with you.
Q2. How many people attend each workshop?
Workshop size will vary from city to city, based on time of year and demand. However in most cases class size is 10-15 participants, thereby ensuring an optimal learning experience for all.
Q3. I'm building a Customer Success team - would this workshop be useful for me?
This workshop curriculum is designed to ensure a robust understanding of Customer Success fundamentals. So if you're looking for more leadership topics (e.g. building processes, journey mapping and organizational design) then you should probably take a look at one of our other programs. That said, if you're a leader who is looking for a refresher on some of the fundamentals, then you may certainly attend. We've had participants from all levels on previous workshops.
Q4. Can I attend for just one of the two days?
Unfortunately not. You're either in 100% or you're out!
Q5. Do you offer private workshops?
Yes we do. Please contact firstname.lastname@example.org for further details.