SuccessCOACHING Customer Success Training Offerings-3

CUSTOMER SUCCESS
TRAINING
World-class Customer
Success Training
Programs, Created by
Industry Leaders and
Designed to make a
Difference.
809 Laurel St., Suite 1162
San Carlos, CA 94070

"As a new CSM, I?ve learned dozens of
useful tips and strategies. I would
recommend SuccessCOACHING to
anyone in Customer Success looking
to further their knowledge."
- Annalise Hartley, CSM

OUTCOMES YOU CAN
COUNT ON
Our tactical, trusted, and expert-built SuccessCOACHING
Program teaches you how to make your customers successful.
Learn how to define what success is for your customers and
develop plans to deliver it. We?ll show you the best ways to
discover and understand their goals, define the solutions they
need, and build plans that guide them to the outcomes they
need in order to experience success.
Discover how to stay engaged and turn satisfied customers
into advocates. We?ll teach you how to drive engagement so
you avoid becoming a hitchhiker on your customers?road to
success.
Learn how to increase adoption and set the stage for
renewals and improved retention. Find out how to strengthen
your expansion strategy by constructing a clear plan that
drives adoption, positions you for expansion, and makes
renewals inevitable.
Earn a Certification that demonstrates a mastery of the
best-practices of Customer Success. When you take our
Customer Success Training and pass your Certification
exam,you?ll earn a certification that will enable you to provide
tangible, demonstrable proof of your proficiency in the much
sought-after Customer Success Manager skillset.

INTRODUCTION
Raising the Bar on Customer Success
Training and Education
We created the SuccessCOACHING program
because, while everyone knows that good
Customer Success training is critical to
companies?success, we didn?t feel like anyone
was delivering the type of training that today?s
Customer Success practitioners need.
Our programs shift the focus away from providing
general information about the ?why? and the
?what? to delivering pragmatic, proven methods
and practices that provide the ?how? of top-notch
Customer Success.
OUR MISSION
At SuccessCOACHING, our mission is to reinvent
the Customer Success training experience for
Leaders and Customer Success Managers, to
make it practical, effective, and actionable as soon
as you leave the lesson or classroom.

MEET THE TEAM
We?re educators who have taught the art of Customer Success to hundreds
of CSMs and Customer Success leaders. Combined, we have 60+ years of
industry experience, and we developed the SuccessCOACHING Program
based on the hands-on work we?ve done with Customer Success teams
James Scott - General Partner
12 years experience in Customer
Success, Sales, Operations, Support
and Services.
Andrew Marks - Co-Founder
25 years experience in Operations,
Customer Success, Services and Account
Management.
Todd Eby - Co-Founder
24 years experience in Operations,
Customer Success, Services, and
Product Development.

CUSTOMER
SUCCESS
TRAINING
SOLUTIONS
More Options, More Success. Introducing the full range of
Training and Coaching solutions by SuccessCOACHING.
CSM Coaching
12-Week Group Training and
Coaching Courses for
Customer Success
Managers. Gain the
knowledge, skills, and
practical applications needed
to actively deliver Customer
Success to your accounts.
CSM Academy
On-demand Training for
Customer Success
Managers. Learn about
Customer Success best
practices with our new
self-guided courses, available
whenever and wherever it?s
convenient for you.

All programs follow a structured approach designed to
offers progressive levels of training and certification in
Customer Success Management. Participants will gain
the knowledge and skills needed to understand and
actively deliver Customer Success to your accounts.
Workshops
Experience facilitated
Training in a Workshop
setting. Experience
in-person, facilitated training
in a classroom or workshop
setting, which allows for
interaction with other
Customer Success
professionals.
Private Courses
Offer Your Team Training in a
Private Course. Create the
perfect training program for
your team with a private
course made up of your
choice of Customer Success
training lessons.

CSM COACHING
12-Week Group Training and Coaching Courses for Customer Success Managers. Build
your knowledge, skills, and confidence through targeted lessons, weekly live video group
coaching calls, templates and resources.
Participants gain the knowledge, skills, and practical applications needed to actively deliver
Customer Success to your accounts.
Choose from three different levels, building your foundation in Level 1, refining your abilities
in Level 2, and focusing on strategic moves in Level 3.
CSM Core ? Level 1
Learn the foundational practices that drive Customer Success. We?ll teach you the key
practices top CSMs are using to deliver better outcomes for their customers.
CSM Growth ? Level 2
Expand upon the core CSM practices you learned in Level 1 (Core) and refine your ability to
effectively manage your internal relationships and portfolio of accounts.
CSM Strategic ? Level 3
Develop a more strategic approach to managing yourself, your time, and your customers
more efficiently. Make smart moves that drive your customers and career forward.

CSM ACADEMY
On-demand Training for Customer Success Managers. Learn about Customer Success
best practices with our new self-guided courses, available whenever and wherever it?s
convenient for you.
With focused learning and optional one-on-one mentoring, we put time back in your hands.
This self-paced format offers Customer Success Managers and Leaders the freedom to
choose what they want to learn and decide when they want to learn it.
Access to one-on-one expert mentoring increases comprehension of the course material,
and aids participants with integrating their learnings into their daily work routine.
The courses combine video, reading, hands-on exercises and knowledge checks to help
Customer Success Professionals build their skills as their schedule allows? all at once or
five minutes at a time.
Customer Success Training your way, anytime, anywhere.

W ORKSHOPS
Experience facilitated Training in a Workshop setting. Experience in-person, facilitated
training in a classroom or workshop setting, which allows for interaction with other
Customer Success professionals.
Our two-day, intensive instructor-led Customer Success Training workshops, are
execution oriented and focused on instilling the knowledge, best-practices and methods
that top CSMs utilize every day to deliver great outcomes for their customers.
Our goal is to provide participants with the knowledge that will help them to improve their
ability to deliver Customer Success from the moment they get back to their desk!
The format of the in-person workshops is highly interactive and experiential to enable
participants to rapidly learn and integrate the knowledge presented.
We believe that learning needs to be fun and interactive in order 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 roles.
We guarantee that participants will walk away feeling more confident and empowered,
ready to maximize their potential as a Customer Success Manager.
We offer both public and private Customer Success Training workshops.

PRIVATE COURSES
Offer Your Team Training in a Private Course. Create the perfect training program for your
team with a private course made up of your choice of Customer Success training lessons.
We understand that each company has unique challenges and goals and that a
standardized curriculum may not address their individual needs. Rather than try to fit you
into a standard training offering we can design and deliver the exact training your
company needs to address it's unique needs.
We work with you to understand your organization, your teams challenges and your most
pressing training needs. We then create a custom tailored learning paths designed to
address your needs by matching your training needs with the relevant materials from our
course catalog.
If your needs are truly unique, and not addressed by our extensive training catalog our
Education Team can create custom courses just for you. We also offer the option to have all
or part of the curriculum delivered live to your team at your company.
All private courses are delivered utilizing a combination of video, reading, hands-on
exercises and knowledge checks supplemented with live, video private group coaching
sessions. Your private course can be delivered at a pace of your choosing so that it meets
your specific training time-frame.

PROGRAM
COMPARISON
SuccessCOACHING offers a full range of Customer
Success Training programs. Whether you're looking for
Customer Success training for yourself or an entire
Customer Success team, we have you covered!
Program
CSM Coaching
CSM
Academy
Workshops
Private
Courses
Format
Online video
lessons with live
weekly group
coaching
sessions
Online video
lessons
In-person,
Instructor-led
Online video
lessons with live
group coaching
sessions
Duration
12-week courses
featuring weekly
lessons and live,
video group
coaching
sessions
Self-paced
2 days for
standard
workshops.
Private
workshops may
vary in length
Customer
determined
Materials
Lifetime access
to online
lessons and
course materials
Lifetime access
to online
lessons and
course
materials
Each participant
receives an
electronic copy
of the training
materials
Lifetime access
to online
lessons and
course materials
for each named
user
Location Online Online
On Location or
on-site at your
company
Online or
on-site at your
company

COURSE
CATALOG
Customer Success Key Concepts
Where did Customer Success come from and
what is involved in its delivery? You'll get the full
story. You'll learn the technological and business
drivers behind the evolution that lead to the
transformation of the post-sales client services
organization into customer success. We'll also
cover the various key elements that a scalable
Customer Success program is composed of and
how they impact you as a CSM.
Principles of Effective Onboarding
Start off on the right foot. You'll learn about the
key principles and practices of onboarding. We'll
discuss the key activities and you'll learn how to
get your customer's started using your product
the right way.
Success Plan Development and Execution
Customer Success is a journey. And, the road to
Success is always under construction. You'll learn
what goes into the creation of a Success Plan.
You'll come away with the knowledge and skills
to develop and execute a Success Plan that
delivers.
Effective Business Reviews
Success is about always making sure that you?re
delivering value with every customer interaction.
You'll learn what a Business Review is and how
to make your next one a success. You will learn
the complete process step-by-step and will come
away with the recipe for creating a Business
Review that delivers value.
Re-Engaging Disengaged Customers
Never wonder again what you should do when a
customer goes 'dark'. You?ll learn how to
recognize a disengaged customer and discuss
some common reasons why customers might
drop off the radar. We?ll then share some
practical tips on how to re-establish a line of
communications in a way that doesn?t
compromise or devalue your relationship with
them.
Managing Accounts To Drive CLTV
Managing your accounts is more than just
Success Plans and QBRs. You'll learn advanced
strategies and techniques for managing your
accounts. You'll be introduced to an expanded
set of account planning tools and templates that
will enable you to establish the right relationships
with the right stakeholders and aid you in
becoming a trusted advisor.
Taking A Consultative Approach
Learn to go deeper with your accounts and
uncover the opportunities that you've been
missing. Taking a consultative approach will help
you establish a trusted advisor relationship with
your key stakeholders. Learn how to apply the
consultative approach to understanding and
connecting business needs with your solution so
you can deliver the outcomes your customer
needs.
Execution and Follow-Through
Strategy and process are great, but executing
and managing expectations is where the 'rubber
meets the road'. You'll learn how to get focused
and execute like a champ. You'll develop a
deeper understanding of the most important
aspects of execution, follow-through and
expectation management.
Escalations and Ownership
How you address issues and handle
expectations make a huge difference in how
you?re perceived by your customers. Learn how
you can take ownership of your customers in the
right way, and navigate both internal and
external escalations.
Handling Tricky Customers
I want it all, and I want it yesterday! Customers
come in a variety of shapes, sizes and styles,
you'll learn how to profile your different customer
types and the keys to how to work best with
even your trickiest customers and the situations
they present.

COURSE
CATALOG
Understanding Customer Success Metrics
If you want to achieve it, you better put a number
on it. Ever wondered how to calculate CLTV (or
what it even is)? You're going to learn all about
the key metrics that you will hear about regularly.
You'll learn what they mean and how to calculate
them.
Setting SMARTer Objectives
Everyone needs to achieve Objectives (if they
want to get paid). You'll learn about SMART
Objective setting. We'll discuss how you can use
your new found knowledge to develop clearer,
more achievable Objectives and OKRs so that
you can get paid.
Effectively Managing Your Customer
Engagement and Capacity
Learn how to effectively visualize your model for
engaging with your customer and its impact on
your capacity. Most CSMs feel overwhelmed at
some point due to an ever expanding portfolio of
accounts. Learn how to visualize your current
workload and capacity based on your customer
contact and engagement model so that you can
have more intelligent conversations about your
capacity with your leadership.
Assessing and Managing Customer Health
How healthy are your customers? You?ll learn
how to recognize circumstances that may lead to
churn or put your customers 'at-risk'. We'll show
you how to identify what should be monitored,
what to track as possible risk indicators, and
you'll learn the importance of early intervention
and not relying on techniques to save the
customer.
Identifying and Managing Risk
Risk is inevitable. Managed well, risk can be
turned from a negative experience to one that
provides valuable insights as well as a positive
outcome for the customer. We?ll share how to
build a risk management process that holds all
company departments accountable and
decreases the probability of risk turning into
churned revenue.
Managing Bugs, Feature Requests and
Workarounds
Working on the front-line, you?re a critical
interface between your product team and your
customers. Customer Success is often
challenged by customers to prioritize bug fixes,
accelerate feature requests, and create inventive
workarounds to compensate for gaps in product
functionality. We?ll discuss how CSMs can use
their unique vantage point to influence product
roadmap and help Product Managers to better
understand the impact of sometimes seemingly
innocuous decisions.
Responding To Customer Feedback
All customer feedback is a gift. Getting great
customer feedback is like striking gold, but what
about negative feedback? You'll learn how you
respond to both and what you need to do with
the information to drive improved engagement
and higher levels of customer advocacy.
Learning From Churn
There?s no other way to put it. No-one likes
losing a customer. But, rather than just wave
farewell to the customer, let?s see if there?s a way
we can take this negative event and extract
some positive learnings from it. We?ll explore
some practical tools for better understanding a
customer?s reasons for leaving and taking those
learnings to prevent future churn. We?ll also give
some tips on making the churn experience
smooth and professional for the customer, to
help protect your brand reputation and leave
open the door for a potential future return.
Creating Advocacy
Turn your happy customers into raving fans.
You'll the keys to creating customer advocacy
and will come away with an advocacy playbook
that you can put into action to help you drive
deeper customer relationships and spur
expansion.
Thinking Like a Customer
It's easy to say you're 'customer centric', but
much harder to actually walk the walk. You'll
learn what customer-first thinking looks like, and
get some practical tactics that you can apply
right away to increase your customer-centric
thinking.

COURSE
CATALOG
Increasing Upsells and Expansion
We need more upsell revenue! A familiar rallying
cry from Customer Success leaders across the
planet. But upsells and expansions are not a
revenue source that you can just turn on like a
tap whenever you want it. Instead they need to
be carefully orchestrated many months in
advance of the event itself. We?ll discuss the
customer motivations for spending more money
with you, how to approach the upsell/expansion
conversation and how to set appropriate
expectations with your manager.
.
Managing Retention and Driving Renewals
If you?re making your customers successful,
they?re likely to want to stick around. When it
comes to improving retention and handling
renewals, the best strategy is to ensure that
customers have consistently realized value from
their time and financial investment in your
solution. In this module we?ll talk about how your
ability to consistently demonstrate the value
you?ve delivered is critical, and why the best
renewals are the ones that happen organically.
Cultivating and Nurturing Internal
Relationships for Success
Customer Success is a team sport. Learning how
to cultivate and nurture your internal
relationships is critical if you want to get things
done. Do you depend on others in your larger
organization to make your successful? You'll
learn learn how to establish effective internal
relationships and how to align effectively with
other parts of your organization so you get the
help you need to make your customers
successful.
Aligning and Communicating with Sales
Is blaming things on Sales becoming a contact
sport in your organization? All too often,
companies fail to realize that the old way of
thinking, Sales is responsible for bringing in the
customers and CS is responsible for keeping
them, is dead. You'll learn how to align your
priorities and objectives with your Sales
counterparts and turn them into your key partner
in delivering Success.

123 N 321 E
New York Cit y,
NY 10007
em ail@w ebsit e.com
ht 809 t p:/ Laurel w ebsit St., e.com Suite 1162
San Carlos, CA 94070
1-555-555-5555