Advanced Customer Success Strategy for High-Growth SaaS Companies
You're not just managing accounts. You're holding the line between scaling revenue and customer churn across a growing portfolio. Every day brings higher expectations, tighter KPIs, and the pressure to prove that Customer Success drives board-level ROI - not just support. What if you could shift from reactive firefighting to proactive strategy? From proving your team’s value to owning expansion, retention, and product feedback as a growth engine? The Advanced Customer Success Strategy for High-Growth SaaS Companies is your roadmap to do exactly that. This course transforms how you approach customer lifecycle management in hypergrowth environments. You’ll walk away with a battle-tested strategy to reduce churn by 30%, increase NRR by double digits, and deliver measurable business outcomes within 90 days - including a fully documented, leadership-ready customer success framework you can implement immediately. One Senior Customer Success Manager at a Series B SaaS company used this exact methodology to redesign their onboarding tracks. Within one quarter, time-to-value dropped by 47%, and product adoption across key modules increased by 68%. Her framework was adopted company-wide. You don't need more tools. You need sharper strategy, operational precision, and influence across GTM teams. This course gives you all three. Here’s how this course is structured to help you get there.Course Format & Delivery Details Designed for time-constrained SaaS leaders and senior practitioners, this course delivers maximum strategic impact with zero friction. Self-Paced Learning with Immediate Online Access
Begin anytime. Learn at your own speed. The entire course is available on-demand, with no fixed schedules or deadlines. Most participants complete the program in 4 to 6 weeks by investing 60 to 90 minutes per week. Many implement core components within the first 14 days. Lifetime Access & Ongoing Updates
Enroll once, own it forever. You’ll receive lifetime access to all course materials, including future content updates at no additional cost. As SaaS evolves, your knowledge stays current. Global, Mobile-Friendly Access 24/7
Access everything from any device - laptop, tablet, or mobile. Whether you’re commuting, prepping for a QBR, or leading a customer review, your learning travels with you. Instructor Access & Strategic Guidance
While this is a self-guided course, you are not alone. You’ll have direct access to our expert faculty through structured support channels. Submit strategic questions, receive feedback on framework drafts, and clarify execution roadblocks as you progress. Certificate of Completion Issued by The Art of Service
Upon finishing, you’ll earn a globally recognised Certificate of Completion issued by The Art of Service, a trusted provider of high-impact professional development for SaaS and technology leaders. This credential validates your expertise in advanced customer success strategy and strengthens your professional profile on LinkedIn and internal promotion reviews. Transparent Pricing – No Hidden Fees
The investment is straightforward, with no hidden charges, upsells, or recurring payments. What you see is what you get - premium content, lifetime access, and certification at a single price. Accepted Payment Methods
We accept Visa, Mastercard, and PayPal. Secure checkout ensures your information is protected. 100% Satisfaction Guarantee – Satisfied or Refunded
Try the course risk-free. If you’re not convinced within 14 days of access, contact support for a full refund. No questions asked. This isn’t just a course - it’s a commitment to your growth. Enrollment Confirmation & Access
After enrollment, you’ll receive a confirmation email. Once your course materials are ready, your access details will be sent separately. You’ll be guided step-by-step into the learning environment. Will This Work for Me?
Absolutely - even if you’re new to strategic CS planning, lead a distributed team, or operate in a product-led growth environment. The frameworks are designed to scale from mid-market to enterprise, and we include role-specific implementation templates for: - Customer Success Managers
- Customer Success Directors
- VPs of Customer Success
- Customer Onboarding Leads
- Renewals & Expansion Strategists
This works even if your company lacks dedicated data science resources, has inconsistent internal alignment, or is still defining its CS tech stack. The methodology is built for real-world constraints - not idealised conditions. With structured exercises, customisable templates, and proven playbooks, you’ll move from theory to execution faster than you thought possible.
Module 1: Foundations of Enterprise-Grade Customer Success - Defining customer success in the context of high-growth SaaS
- Differentiating support, onboarding, and strategic success
- Aligning Customer Success with company OKRs and growth targets
- The evolution from reactive support to proactive revenue protection
- Understanding the customer health score lifecycle
- Core metrics every SaaS leader must track: NRR, GRR, CAC payback
- The role of Customer Success in reducing churn and driving expansion
- Mapping the customer journey in product-led, sales-led, and hybrid models
- Establishing ownership of customer outcomes across GTM functions
- Creating a CS culture from the top down
Module 2: Strategic Customer Segmentation & Tiering - Designing a tiering model based on revenue, potential, and risk
- Calculating customer lifetime value for segmentation accuracy
- Aligning touchpoints to tier: high-touch, tech-touch, self-service
- Avoiding resource misallocation in fast-scaling environments
- Dynamic segmentation: updating tiers based on usage and growth
- Integrating usage data from product analytics tools
- Building tier-specific onboarding and success plans
- Leveraging firmographic and behavioral signals for segmentation
- Balancing automated insights with human intervention
- Scaling personalisation without overextending your team
Module 3: Advanced Customer Health Scoring Frameworks - Components of a multi-dimensional health score
- Prioritising signals: login frequency, feature adoption, support tickets
- Weighting inputs based on historical churn correlation
- Setting threshold alerts for red, yellow, and green statuses
- Integrating product usage, billing, and sentiment data
- Using Net Promoter Score alongside behavioural data
- Automating health score updates using CRM workflows
- Validating health scores against actual churn outcomes
- Customising health models by customer segment
- Communicating health score methodology to stakeholders
Module 4: Onboarding Excellence at Scale - Designing time-to-value roadmaps for different segments
- Mapping implementation milestones to customer goals
- Creating structured kick-off call frameworks
- Developing onboarding playbooks with defined ownership
- Using templated project plans with adjustable timelines
- Automating milestone tracking with project management tools
- Identifying early warning signs during onboarding
- Reducing onboarding drop-off with proactive outreach
- Building multi-channel onboarding support structures
- Measuring onboarding success with activation KPIs
Module 5: Proactive Risk Management & Churn Prevention - Identifying leading indicators of churn
- Creating a centralized churn risk register
- Running weekly churn risk review meetings
- Developing intervention playbooks for at-risk accounts
- Assigning risk ownership based on severity and tier
- Escalation protocols for critical customer issues
- Using customer call transcripts to uncover hidden risks
- Partnering with product and support teams on issue resolution
- Tracking intervention efficacy over time
- Reducing reactive churn through predictive analytics
Module 6: Expansion & Revenue Growth Through Success - Identifying upsell and cross-sell opportunities through usage data
- Building expansion eligibility criteria for each tier
- Aligning expansion triggers with customer milestones
- Creating co-selling workflows with sales teams
- Developing customer business reviews that open expansion conversations
- Tracking expansion velocity across the customer base
- Using customer success insights to inform product roadmap requests
- Validating expansion potential with ROI calculators
- Managing expansion within existing contracts and negotiating renewals
- Measuring net revenue retention by segment
Module 7: Data-Driven Decision Making in Customer Success - Building a customer success data stack
- Integrating data from CRM, product analytics, billing, and support
- Defining core reports for leadership and operations
- Creating dashboards for churn risk, adoption, and expansion
- Using SQL or no-code tools for advanced insights
- Automating data refreshes with scheduled queries
- Ensuring data accuracy with validation checks
- Translating raw data into actionable stakeholder insights
- Making resource allocation decisions based on data
- Presenting CS metrics in board-ready format
Module 8: Customer Success Operations Excellence - Designing scalable CS operations workflows
- Defining roles and responsibilities within the CS team
- Implementing standardized processes for onboarding, reviews, renewals
- Building a knowledge base for consistent customer messaging
- Developing QA frameworks for customer interactions
- Creating playbooks for common customer scenarios
- Managing capacity planning and workload distribution
- Using territory management to optimise account coverage
- Integrating CS Ops with Finance and RevOps
- Running effective team reporting and workflow audits
Module 9: Customer Feedback Integration & Advocacy - Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Defining customer success in the context of high-growth SaaS
- Differentiating support, onboarding, and strategic success
- Aligning Customer Success with company OKRs and growth targets
- The evolution from reactive support to proactive revenue protection
- Understanding the customer health score lifecycle
- Core metrics every SaaS leader must track: NRR, GRR, CAC payback
- The role of Customer Success in reducing churn and driving expansion
- Mapping the customer journey in product-led, sales-led, and hybrid models
- Establishing ownership of customer outcomes across GTM functions
- Creating a CS culture from the top down
Module 2: Strategic Customer Segmentation & Tiering - Designing a tiering model based on revenue, potential, and risk
- Calculating customer lifetime value for segmentation accuracy
- Aligning touchpoints to tier: high-touch, tech-touch, self-service
- Avoiding resource misallocation in fast-scaling environments
- Dynamic segmentation: updating tiers based on usage and growth
- Integrating usage data from product analytics tools
- Building tier-specific onboarding and success plans
- Leveraging firmographic and behavioral signals for segmentation
- Balancing automated insights with human intervention
- Scaling personalisation without overextending your team
Module 3: Advanced Customer Health Scoring Frameworks - Components of a multi-dimensional health score
- Prioritising signals: login frequency, feature adoption, support tickets
- Weighting inputs based on historical churn correlation
- Setting threshold alerts for red, yellow, and green statuses
- Integrating product usage, billing, and sentiment data
- Using Net Promoter Score alongside behavioural data
- Automating health score updates using CRM workflows
- Validating health scores against actual churn outcomes
- Customising health models by customer segment
- Communicating health score methodology to stakeholders
Module 4: Onboarding Excellence at Scale - Designing time-to-value roadmaps for different segments
- Mapping implementation milestones to customer goals
- Creating structured kick-off call frameworks
- Developing onboarding playbooks with defined ownership
- Using templated project plans with adjustable timelines
- Automating milestone tracking with project management tools
- Identifying early warning signs during onboarding
- Reducing onboarding drop-off with proactive outreach
- Building multi-channel onboarding support structures
- Measuring onboarding success with activation KPIs
Module 5: Proactive Risk Management & Churn Prevention - Identifying leading indicators of churn
- Creating a centralized churn risk register
- Running weekly churn risk review meetings
- Developing intervention playbooks for at-risk accounts
- Assigning risk ownership based on severity and tier
- Escalation protocols for critical customer issues
- Using customer call transcripts to uncover hidden risks
- Partnering with product and support teams on issue resolution
- Tracking intervention efficacy over time
- Reducing reactive churn through predictive analytics
Module 6: Expansion & Revenue Growth Through Success - Identifying upsell and cross-sell opportunities through usage data
- Building expansion eligibility criteria for each tier
- Aligning expansion triggers with customer milestones
- Creating co-selling workflows with sales teams
- Developing customer business reviews that open expansion conversations
- Tracking expansion velocity across the customer base
- Using customer success insights to inform product roadmap requests
- Validating expansion potential with ROI calculators
- Managing expansion within existing contracts and negotiating renewals
- Measuring net revenue retention by segment
Module 7: Data-Driven Decision Making in Customer Success - Building a customer success data stack
- Integrating data from CRM, product analytics, billing, and support
- Defining core reports for leadership and operations
- Creating dashboards for churn risk, adoption, and expansion
- Using SQL or no-code tools for advanced insights
- Automating data refreshes with scheduled queries
- Ensuring data accuracy with validation checks
- Translating raw data into actionable stakeholder insights
- Making resource allocation decisions based on data
- Presenting CS metrics in board-ready format
Module 8: Customer Success Operations Excellence - Designing scalable CS operations workflows
- Defining roles and responsibilities within the CS team
- Implementing standardized processes for onboarding, reviews, renewals
- Building a knowledge base for consistent customer messaging
- Developing QA frameworks for customer interactions
- Creating playbooks for common customer scenarios
- Managing capacity planning and workload distribution
- Using territory management to optimise account coverage
- Integrating CS Ops with Finance and RevOps
- Running effective team reporting and workflow audits
Module 9: Customer Feedback Integration & Advocacy - Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Components of a multi-dimensional health score
- Prioritising signals: login frequency, feature adoption, support tickets
- Weighting inputs based on historical churn correlation
- Setting threshold alerts for red, yellow, and green statuses
- Integrating product usage, billing, and sentiment data
- Using Net Promoter Score alongside behavioural data
- Automating health score updates using CRM workflows
- Validating health scores against actual churn outcomes
- Customising health models by customer segment
- Communicating health score methodology to stakeholders
Module 4: Onboarding Excellence at Scale - Designing time-to-value roadmaps for different segments
- Mapping implementation milestones to customer goals
- Creating structured kick-off call frameworks
- Developing onboarding playbooks with defined ownership
- Using templated project plans with adjustable timelines
- Automating milestone tracking with project management tools
- Identifying early warning signs during onboarding
- Reducing onboarding drop-off with proactive outreach
- Building multi-channel onboarding support structures
- Measuring onboarding success with activation KPIs
Module 5: Proactive Risk Management & Churn Prevention - Identifying leading indicators of churn
- Creating a centralized churn risk register
- Running weekly churn risk review meetings
- Developing intervention playbooks for at-risk accounts
- Assigning risk ownership based on severity and tier
- Escalation protocols for critical customer issues
- Using customer call transcripts to uncover hidden risks
- Partnering with product and support teams on issue resolution
- Tracking intervention efficacy over time
- Reducing reactive churn through predictive analytics
Module 6: Expansion & Revenue Growth Through Success - Identifying upsell and cross-sell opportunities through usage data
- Building expansion eligibility criteria for each tier
- Aligning expansion triggers with customer milestones
- Creating co-selling workflows with sales teams
- Developing customer business reviews that open expansion conversations
- Tracking expansion velocity across the customer base
- Using customer success insights to inform product roadmap requests
- Validating expansion potential with ROI calculators
- Managing expansion within existing contracts and negotiating renewals
- Measuring net revenue retention by segment
Module 7: Data-Driven Decision Making in Customer Success - Building a customer success data stack
- Integrating data from CRM, product analytics, billing, and support
- Defining core reports for leadership and operations
- Creating dashboards for churn risk, adoption, and expansion
- Using SQL or no-code tools for advanced insights
- Automating data refreshes with scheduled queries
- Ensuring data accuracy with validation checks
- Translating raw data into actionable stakeholder insights
- Making resource allocation decisions based on data
- Presenting CS metrics in board-ready format
Module 8: Customer Success Operations Excellence - Designing scalable CS operations workflows
- Defining roles and responsibilities within the CS team
- Implementing standardized processes for onboarding, reviews, renewals
- Building a knowledge base for consistent customer messaging
- Developing QA frameworks for customer interactions
- Creating playbooks for common customer scenarios
- Managing capacity planning and workload distribution
- Using territory management to optimise account coverage
- Integrating CS Ops with Finance and RevOps
- Running effective team reporting and workflow audits
Module 9: Customer Feedback Integration & Advocacy - Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Identifying leading indicators of churn
- Creating a centralized churn risk register
- Running weekly churn risk review meetings
- Developing intervention playbooks for at-risk accounts
- Assigning risk ownership based on severity and tier
- Escalation protocols for critical customer issues
- Using customer call transcripts to uncover hidden risks
- Partnering with product and support teams on issue resolution
- Tracking intervention efficacy over time
- Reducing reactive churn through predictive analytics
Module 6: Expansion & Revenue Growth Through Success - Identifying upsell and cross-sell opportunities through usage data
- Building expansion eligibility criteria for each tier
- Aligning expansion triggers with customer milestones
- Creating co-selling workflows with sales teams
- Developing customer business reviews that open expansion conversations
- Tracking expansion velocity across the customer base
- Using customer success insights to inform product roadmap requests
- Validating expansion potential with ROI calculators
- Managing expansion within existing contracts and negotiating renewals
- Measuring net revenue retention by segment
Module 7: Data-Driven Decision Making in Customer Success - Building a customer success data stack
- Integrating data from CRM, product analytics, billing, and support
- Defining core reports for leadership and operations
- Creating dashboards for churn risk, adoption, and expansion
- Using SQL or no-code tools for advanced insights
- Automating data refreshes with scheduled queries
- Ensuring data accuracy with validation checks
- Translating raw data into actionable stakeholder insights
- Making resource allocation decisions based on data
- Presenting CS metrics in board-ready format
Module 8: Customer Success Operations Excellence - Designing scalable CS operations workflows
- Defining roles and responsibilities within the CS team
- Implementing standardized processes for onboarding, reviews, renewals
- Building a knowledge base for consistent customer messaging
- Developing QA frameworks for customer interactions
- Creating playbooks for common customer scenarios
- Managing capacity planning and workload distribution
- Using territory management to optimise account coverage
- Integrating CS Ops with Finance and RevOps
- Running effective team reporting and workflow audits
Module 9: Customer Feedback Integration & Advocacy - Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Building a customer success data stack
- Integrating data from CRM, product analytics, billing, and support
- Defining core reports for leadership and operations
- Creating dashboards for churn risk, adoption, and expansion
- Using SQL or no-code tools for advanced insights
- Automating data refreshes with scheduled queries
- Ensuring data accuracy with validation checks
- Translating raw data into actionable stakeholder insights
- Making resource allocation decisions based on data
- Presenting CS metrics in board-ready format
Module 8: Customer Success Operations Excellence - Designing scalable CS operations workflows
- Defining roles and responsibilities within the CS team
- Implementing standardized processes for onboarding, reviews, renewals
- Building a knowledge base for consistent customer messaging
- Developing QA frameworks for customer interactions
- Creating playbooks for common customer scenarios
- Managing capacity planning and workload distribution
- Using territory management to optimise account coverage
- Integrating CS Ops with Finance and RevOps
- Running effective team reporting and workflow audits
Module 9: Customer Feedback Integration & Advocacy - Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Building structured feedback collection into every touchpoint
- Analysing feedback themes using text analytics
- Creating customer advisory board recruitment criteria
- Establishing formal processes for sharing feedback with product
- Tracking feature requests and communicating roadmap updates
- Developing customer reference and case study pipelines
- Creating advocacy scorecards and recognition programs
- Using testimonials in sales enablement materials
- Managing NPS follow-up at scale
- Building a closed-loop feedback system across departments
Module 10: Customer Business Reviews That Drive Strategy - Planning CBRs 30-60-90 days before renewal
- Aligning CBR content to customer-specific goals
- Using data visualisation to communicate value
- Incorporating success milestones and ROI metrics
- Preparing for tough conversations about underuse
- Structuring renewal negotiations within CBRs
- Creating customised presentation templates by segment
- Adding expansion discussions naturally into CBRs
- Obtaining stakeholder buy-in during executive reviews
- Following up with deliverables and action items
Module 11: Renewals Strategy & Execution - Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Creating a 90-day renewal playbook
- Identifying stakeholders across legal, finance, and procurement
- Developing renewal risk scoring models
- Setting internal renewal targets by segment
- Running cross-functional renewal readiness meetings
- Negotiating terms while protecting margin
- Handling budget objections and procurement tactics
- Using benchmarking data to justify renewals
- Tracking renewal velocity and success rates
- Post-renewal onboarding for renegotiated contracts
Module 12: Cross-Functional Alignment & Influence - Building relationships with Sales, Product, and Support
- Creating shared KPIs across GTM teams
- Establishing handoff protocols from Sales to CS
- Developing joint customer review processes with Product
- Collaborating on churn post-mortems
- Coaching sales teams on setting realistic customer expectations
- Providing product teams with structured user feedback
- Running monthly operational reviews with RevOps
- Creating a unified customer view across systems
- Leading cross-functional customer success initiatives
Module 13: Technology Stack & Tooling for Scale - Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Evaluating CS platforms: ChurnZero, Gainsight, Vitally
- Configuring health scores and playbooks in your CS tool
- Using automation for proactive outreach and task management
- Integrating CS tools with Salesforce and HubSpot
- Leveraging in-app messaging for onboarding and adoption
- Choosing the right analytics tools: Mixpanel, Amplitude, Pendo
- Setting up alerts for critical customer events
- Using AI-powered insights for early risk detection
- Reducing manual work with workflow automation
- Ensuring data security and compliance in tooling choices
Module 14: Leadership & Team Development in CS - Hiring for customer success in fast-growth environments
- Designing onboarding programs for new CS hires
- Establishing performance metrics for individual contributors
- Conducting effective 1:1s and coaching sessions
- Running team-wide performance reviews
- Creating career progression paths within CS
- Reducing burnout in high-pressure roles
- Building a culture of accountability and collaboration
- Managing remote and global CS teams
- Developing future CS leaders from within
Module 15: Scaling Strategy for Series B to IPO-Ready Companies - Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center
Module 16: Implementation & Certification - Creating your 90-day customer success transformation plan
- Setting measurable goals and success criteria
- Conducting internal stakeholder alignment sessions
- Prioritising initiatives by impact and feasibility
- Developing a change management communication plan
- Tracking progress with built-in templates
- Using gamification to maintain team momentum
- Documenting your strategic framework for leadership
- Submitting your final project for review
- Earning your Certificate of Completion issued by The Art of Service
- Adapting CS strategy during funding stages
- Transitioning from founder-led to structured CS
- Preparing for enterprise-grade compliance and security reviews
- Scaling processes without losing personalisation
- Building repeatable models for global expansion
- Integrating professional services with CS
- Developing SLAs for enterprise customers
- Creating board-level CS reporting frameworks
- Justifying CS team growth with ROI models
- Positioning CS as a strategic function, not a cost center