01.
Kickoff & Introduction
Personals Intro, Course Intro, Syllabus Walkthrough
02.
Intro to Tech & Startup World
The Israeli Start Up Landscape
SaaS CS Foundations
Evolution Of Customer Success & Statistics
Customer Success Goals, KPIs and Terminology
The CS Organization
The CSM Role In Various Industries
03.
Customer Journey Overview
Sales Cycle
Post-sale Journey
04.
Handover & Kickoff
How to do a successful handover from sales
Kickoff guidelines - before & after
05.
Onboarding fundamentals
The importance of onboarding
the difference between onboarding & implementation
Steps for a successful onboarding
Post Onboarding
06.
Handover & Kickoff Practice
Individual practice while role-playing with a teammate
Live presentation
07.
Managing a Book of Business
A Day in the Life of a CSM
Main KPIs
What are Tiers
How to segment your customers
Customer Pulse
Success Plan
Risk Indicators
Value Realization
08.
Working with Data
Data & Analytics Fundamentals
09.
Data Analysis Assignment
Individual practice: Analyzing data & finding Insights
10.
Estimating Customer health
Objective & subjective methods to identify customer health
11.
12.
Working with Other Departments
How to work with Support
What is a Bug and to submit and track it
Features Requests and workarounds
13.
Growing Accounts Strategies
What is growth: adoption, upsell, cross-sell, expansion
How to identify potential
Account mapping tips
The importance of strong relationships
Executive sponsorship
Discovery Questions
14.
Running a Successful QBR / EBR
Goals
Structure
Pre & Post Meeting
15.
QBR / EBR Practice
Individual practice while role-playing with a teammate
Live presentation
16.
Discovery
Asking the right question and getting to the real pain
Discovery Practice
Individual practice while role-playing with a teammate
17.
Customer Success Tools Overview
Communication methods
CRM & CS Platforms
Data & Analytics
Support & Task Management
18.
Crisis Handling
What is a crisis and how to come out successful from it
19.
20.
Business Objectives and KPIs
Understanding the different KPIs & Goals a CSM could have
21.
CS Scenarios Handling
Overcoming a crisis or an escalation
What to do when communication is lost
Lack of perceived value
Priorities shift
Turning Termination To Renewal
Star Skills for a Customer Success Manager
What's needed in order to be a superstar CSM + Tips
22.
Hiring Process Overview
How to prepare your Linkedin & CV and how to prepare for an interview
Typical CSM hiring process
23.
Panel VP CSs
Personal stories, what's important in the eye of the VP, how to build and scale
24.
Interview Simulation
Live Interview simulation lead by senior HR professionals
25.
Closure & Certifications
Party time!
26.
