A tailored course, built for your situation
Mastering ISO 22301 for Senior Strategic Customer Success Leaders
Turn business continuity planning into a strategic advantage with full decision ownership
$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.
Who this is for
Senior Strategic Customer Success Manager leading customer retention and growth initiatives in EU-regulated environments
Who this is not for
Individuals without decision-influence in compliance or continuity planning
What you walk away with
- Own final approval on business continuity recovery objectives
- Documented authority to select critical process mappings for ISO 22301
- Direct input on third-party audit readiness thresholds
- Decision rights on framework adaptation for customer-facing operations
- Authority to adjust continuity plans without senior review during service transitions
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 22301 Core Principles
Build foundational knowledge of ISO 22301 structure, scope, and business continuity lifecycle stages with real-world examples from regulated EU firms.
12 chapters in this module
- What ISO 22301 solves for customer success teams
- Core clauses and their business impact
- Linking continuity to customer retention goals
- Key roles in framework ownership
- Differences from ISO 27001 and ISO 20000
- Recovery time vs recovery point objectives
- Mapping critical business functions
- Stakeholder input thresholds
- Regulatory alignment with DORA and NIS2
- Document control standards
- Risk assessment integration
- Continuity policy drafting
Module 2. Initiating the Business Impact Analysis
Conduct targeted impact assessments that prioritize customer-facing operations and revenue paths.
12 chapters in this module
- Defining scope for customer-critical processes
- Interviewing operations for downtime tolerance
- Quantifying financial impact per hour of outage
- Service level agreement dependencies
- Customer communication continuity
- Data availability thresholds
- Vendor interdependency mapping
- Legal and regulatory exposure scoring
- Prioritizing recovery by client tier
- Linking BIA to customer retention
- Documenting decision rationale
- Finalizing BIA report sign-off
Module 3. Defining Recovery Strategies
Select and document recovery approaches that align with ISO 22301 requirements and customer success continuity.
12 chapters in this module
- Matching strategy to business impact
- Alternate site selection criteria
- Cloud failover configuration rules
- Workforce availability planning
- Third-party dependency protocols
- Data replication frequency standards
- Customer notification workflows
- Regulatory reporting continuity
- Cost-benefit of recovery options
- Decision authority on recovery path
- Documenting strategy exceptions
- Executive communication plan
Module 4. Designing the Business Continuity Plan
Create an actionable, auditable plan that embeds decision ownership and customer impact thresholds.
12 chapters in this module
- Structure of a compliant BC plan
- Incorporating BIA findings
- Recovery procedure templates
- Decision rights matrix
- Communication tree design
- Customer outreach protocols
- Vendor activation steps
- Internal escalation paths
- Plan maintenance schedule
- Review triggers by incident type
- Documentation standards
- Final approval workflow
Module 5. Establishing Decision Authority Frameworks
Define and document personal decision rights within the ISO 22301 structure.
12 chapters in this module
- Identifying decision categories
- Mapping decisions to role authority
- Thresholds for independent action
- Documentation standards for approvals
- Recovery timeline adjustments
- Resource allocation decisions
- Vendor continuity waivers
- Customer communication changes
- Escalation criteria
- Audit trail creation
- Policy exception handling
- Annual review authority
Module 6. Conducting Internal Testing
Lead test cycles that validate recovery decisions and customer continuity measures.
12 chapters in this module
- Types of continuity testing
- Scheduling without service disruption
- Client communication during test
- Measuring test effectiveness
- Documenting test outcomes
- Adjusting recovery based on results
- Regulatory reporting of tests
- Third-party observer integration
- Post-test review meetings
- Customer impact assessment
- Updating plans post-test
- Decision refinement process
Module 7. Managing Third-Party Audit Readiness
Prepare for external validation with clear decision ownership and documented rationale.
12 chapters in this module
- Audit scope definition
- Evidence collection standards
- Decision documentation for auditors
- Recovery time verification
- Process mapping alignment
- Compliance gap analysis
- Response drafting techniques
- On-site auditor engagement
- Follow-up action ownership
- Corrective action planning
- Audit report sign-off authority
- Public disclosure thresholds
Module 8. Leading Cross-Functional Response
Coordinate recovery actions across teams with documented decision precedence.
12 chapters in this module
- Activating the response team
- Decision flow during incidents
- Customer communication chain
- Vendor coordination protocols
- Legal and compliance input
- Data recovery oversight
- Service restoration sequence
- Internal reporting cadence
- Executive update templates
- Customer tier response rules
- Post-incident review ownership
- Lessons documented in plan
Module 9. Maintaining Plan Currency
Ensure continuous relevance through structured updates tied to business shifts.
12 chapters in this module
- Change detection triggers
- Update frequency standards
- Stakeholder input cycles
- Decision rights review
- Customer portfolio shifts
- Service offering expansions
- M&A impact integration
- Regulatory change adaptation
- Vendor contract updates
- Technology infrastructure changes
- Documentation versioning
- Approval workflow for updates
Module 10. Integrating with Customer Success Workflows
Embed business continuity into customer retention and growth planning.
12 chapters in this module
- Customer risk profile alignment
- Service continuity commitments
- Renewal cycle preparedness
- Onboarding during incidents
- Account management protocols
- Customer communication templates
- Tiered support continuity
- Success plan integration
- Outcome reporting standards
- Feedback loops from incidents
- Customer reference continuity
- Trust signal reinforcement
Module 11. Driving Executive Engagement
Present continuity work to leadership with decision ownership clarity.
12 chapters in this module
- Executive summary drafting
- Decision authority positioning
- Risk appetite alignment
- Customer impact visualization
- Resource request justification
- Incident response visibility
- Cross-functional alignment
- Budget cycle integration
- Strategic initiative linkage
- Success metric reporting
- Stakeholder communication rhythm
- Leadership escalation protocols
Module 12. Sustaining Long-Term Resilience
Embed ISO 22301 outcomes into ongoing customer success culture.
12 chapters in this module
- Culture of preparedness
- Training for new hires
- Knowledge transfer planning
- Documentation longevity
- Leadership transition readiness
- Customer education initiatives
- Brand trust reinforcement
- Market differentiation claims
- Reference use in sales
- Competitive positioning
- Continuous improvement cycle
- Legacy of decision ownership
How this maps to your situation
- When initiating a new customer onboarding process under regulated timelines
- During vendor continuity review cycles
- After a service disruption incident
- Before regulatory audit windows
Before vs. after
Before
Continuity planning input is fragmented, requiring frequent escalation for decisions on recovery scope and timelines.
After
You own final decisions on recovery objectives, process mappings, and audit thresholds without approval loops.
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, or 36 hours total to complete the course.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses on decision ownership within ISO 22301, giving you concrete authority on continuity choices that affect customer success, specifically designed for senior practitioners in regulated EU environments.
Frequently asked
Who is this course for?
Senior Customer Success leaders in EU-regulated industries who need documented decision rights on business continuity planning.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover DORA and NIS2?
Yes, the course aligns ISO 22301 implementation with DORA and NIS2 requirements for EU financial firms.
$199 one-time. Approximately 3 hours per module, or 36 hours total to complete the course..
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