A tailored course, built for your situation
Mastering ISO 22301 for Senior Customer Success Leaders
Turn resilience planning into visible, executive-recognized outcomes
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
High-performing customer success managers regularly deliver business continuity outcomes, yet their planning work stays invisible to leadership until a crisis hits.
The situation this course is for
Despite owning critical touchpoints in customer resilience, practitioners operate below the radar. Their efforts in continuity planning only surface during escalations or audits, missing the chance to influence strategy proactively. This invisibility limits growth and misaligns contribution with recognition.
Who this is for
Senior Customer Success Managers in cloud communications and SaaS environments who influence service continuity, client retention, and post-sale resilience but lack formal influence pathways into strategic planning.
Who this is not for
Individuals focused only on technical recovery, junior onboarding specialists, or teams outside customer-facing operations.
What you walk away with
- Produce ISO 22301-compliant business continuity reports that resonate with executive priorities
- Confidently lead customer continuity planning sessions with documented frameworks
- Surface recovery objectives in regular leadership updates, before incidents occur
- Build reusable customer-specific Business Impact Analysis templates
- Earn recognition as the internal authority on service continuity alignment
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 22301 and Its Role in Customer Success
Lay the foundation for how business continuity management intersects with customer success outcomes. Explore real-world scenarios where service disruptions impacted customer retention and how ISO 22301 provides a structured response.
12 chapters in this module
- What ISO 22301 covers
- Linking service continuity to customer trust
- Key clauses relevant to SaaS providers
- The customer success manager's role in BCM
- How executives interpret compliance reports
- Defining business impact for clients
- Understanding Maximum Acceptable Outage
- Recovery Time Objective basics
- Service level expectations under stress
- Documenting customer-specific dependencies
- Aligning with internal risk teams
- Setting the scope for your domain
Module 2. Business Impact Analysis for Customer-Facing Operations
Learn how to conduct targeted BIAs that reflect real customer risk. Move beyond generic templates to create tailored assessments that leadership trusts and renews depend on.
12 chapters in this module
- Stakeholder identification for BIA
- Mapping critical customer workflows
- Quantifying financial impact per client
- Prioritizing accounts by strategic value
- Time sensitivity of service functions
- Collecting data without customer friction
- Validating findings with account teams
- Documenting assumptions clearly
- Thresholds for escalation
- Linking BIA to renewal risk
- Template customization guide
- Executive summary drafting
Module 3. Risk Assessment Within Customer Success Contexts
Identify and prioritize risks that could disrupt customer operations. Focus on service delivery threats unique to cloud communications platforms and customer retention cycles.
12 chapters in this module
- Threat categories for SaaS providers
- Internal vs external risk sources
- Likelihood scoring methods
- Impact severity bands
- Customer-specific risk profiles
- Third-party dependency risks
- Geopolitical factors in continuity
- Assessing resilience of support channels
- Evaluating escalation pathways
- Linking risk to contract terms
- Documenting risk acceptance
- Maintaining audit-ready records
Module 4. Designing Customer-Centric Continuity Strategies
Develop response strategies that protect both service delivery and relationships. Focus on practical, deployable plans that maintain trust during disruptions.
12 chapters in this module
- Defining critical functions per client
- Alternate communication pathways
- Workaround documentation standards
- Client notification protocols
- Escalation trees with clear ownership
- Cross-team coordination rules
- Data availability during outage
- Recovery site considerations
- Client-specific playbook assembly
- Testing assumptions in advance
- Version control for plans
- Updating during contract changes
Module 5. Developing Communication Plans for Senior Stakeholders
Create messaging frameworks that keep leadership informed and aligned during incidents. Learn what executives need to know, and when.
12 chapters in this module
- Executive briefing structure
- Status update frequency standards
- Tone and clarity under pressure
- What to escalate and what to resolve
- Stakeholder matrix by level
- Pre-approved message templates
- External vs internal comms
- Handling regulatory implications
- Managing board-level information flow
- Post-incident reporting format
- Lessons learned documentation
- Improvement tracking over time
Module 6. Implementing ISO 22301 in SaaS Environments
Adapt the standard to fit agile, customer-driven organizations. Navigate certification requirements without over-engineering.
12 chapters in this module
- Scoping for product-led growth
- Integrating with DevOps cycles
- Automating compliance evidence
- Aligning with security teams
- Managing distributed teams
- Documentation expectations
- Internal audit coordination
- Certification body preparation
- Handling recertification
- Continuous improvement cycle
- Leveraging customer feedback
- Reducing audit fatigue
Module 7. Monitoring and Measuring Continuity Performance
Establish KPIs that reflect true service resilience. Track progress and demonstrate value beyond checklist compliance.
12 chapters in this module
- Defining recovery metrics
- Uptime vs usability distinction
- Customer sentiment tracking
- Mean time to respond
- Resolution benchmarking
- Drill effectiveness measurement
- Plan activation frequency
- Feedback loop design
- Executive dashboard elements
- Trend analysis over time
- Benchmarking against peers
- Reporting variance causes
Module 8. Internal Audit and Readiness for External Review
Prepare for audits with confidence. Turn reviews into opportunities to showcase leadership in continuity planning.
12 chapters in this module
- Audit scope definition
- Evidence collection standards
- Document version control
- Managing auditor access
- Response to findings
- Corrective action tracking
- Gap remediation workflow
- Interview preparation
- Presenting to certification bodies
- Maintaining objectivity
- Lessons from past audits
- Using audit outcomes for influence
Module 9. Training and Awareness for Customer-Facing Teams
Equip teams to act decisively during disruptions. Build a culture where continuity is everyone’s responsibility.
12 chapters in this module
- Awareness program design
- Role-specific training needs
- Onboarding integration
- Phishing and incident simulation
- Drill participation incentives
- Manager coaching tools
- Customer education components
- Retention of key staff
- Knowledge transfer methods
- Documentation accessibility
- Feedback mechanisms
- Program effectiveness review
Module 10. Maintaining and Improving the BCMS
Keep the system current and effective. Implement continuous improvement using real operational data.
12 chapters in this module
- Change management process
- Review cycle frequency
- Trigger events for updates
- Incorporating customer feedback
- Post-incident review process
- Drill debrief structure
- Stakeholder satisfaction surveys
- KPI trend analysis
- Technology change impacts
- Contract renewal considerations
- Resource allocation planning
- Leadership engagement strategies
Module 11. Integrating with Enterprise Risk Management
Connect continuity planning with broader organizational risk strategy. Position yourself as a central node in resilience.
12 chapters in this module
- ERM framework overview
- Risk appetite alignment
- Cross-functional risk meetings
- Reporting into ERM dashboards
- Influence on capital allocation
- Strategic initiative screening
- M&A due diligence role
- Vendor risk coordination
- Cyber risk overlap points
- Regulatory change tracking
- Crisis management integration
- Board-level risk summary input
Module 12. Demonstrating Value Through Executive Visibility
Turn your work into recognized leadership contribution. Learn how to position continuity planning as a growth enabler.
12 chapters in this module
- Identifying visibility opportunities
- Preparation for strategy sessions
- Executive summary writing
- Visual storytelling with data
- Speaking the language of growth
- Linking resilience to retention
- Customer reference case building
- Awards and recognition programs
- Industry speaking opportunities
- Internal thought leadership
- Mentorship and knowledge sharing
- Career path alignment
How this maps to your situation
- New customer onboarding with continuity planning
- Approaching annual renewal under stress
- Post-incident review with leadership
- Preparing for ISO 22301 certification audit
Before vs. after
Before
Important continuity work happens quietly, often only recognized after an incident or audit.
After
Your planning is visible, trusted, and consistently elevated in leadership conversations, positioning you as a strategic contributor.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed for completion within 6 weeks with flexible pacing.
If nothing changes
Without structured visibility, high-impact work remains undervalued, limiting career growth and organizational influence.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to senior customer success roles in SaaS organizations, focusing on practical, visible outcomes rather than abstract theory. It combines ISO 22301 mastery with customer retention strategy, unlike vendor-specific training or leadership-only programs.
Frequently asked
Who is this course designed for?
Senior Customer Success Managers in SaaS or cloud communications who influence service continuity and want greater visibility for their work.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this prepare me for ISO 22301 certification?
Yes, this course equips you with the knowledge and artefacts to lead or contribute to a successful certification process.
$199 one-time. Approximately 3 hours per module, designed for completion within 6 weeks with flexible pacing..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours