Practical CSM Academy

Customer Success Webinar Series: How to Build Customer Relationships that Unlock NRR
2022-03-29 10:00 - 11:00 (America/New_York)
Join host Kristi Faltorusso, VP of Customer Success at ClientSuccess as she hosts Kate Neal, Director of Customer Success at Staircase.ai, as she discusses how building strong customer relationships is key to achieving sustainable growth and success in the B2B SaaS world. She will address complex challenges (like many:many and 1:many) and how building relationships at scale can be tough and provide best practices for establishing relationships with key customer personas, what the right mix of relationships is, how to deepen and strengthen those relationships, and how to do it all at scale, effectively.

Book Of The Month - March/April
2022-04-21 18:00 - 19:00 (America/New_York)
Are you looking to start or grow a customer success team?
Customer success is no longer just for companies with large teams and resources. It’s a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, and more importantly — retain business.
In The Startup’s Guide to Customer Success, Jennifer Chiang presents a guide on how to plan, execute, and grow your own customer success team and the actionable steps that you can take to champion the customer at your company.
About the Author
Our author this month is Jennifer Chiang
Jennifer Chiang is the CEO of DWDG Consulting and the Director of Customer Success at Yup Technologies, where she was the architect behind the customer success team.
She is deeply passionate about helping others by being a voice for those who don’t have a voice. From 2012 -2015, Jennifer interned and volunteered at the White House. She supported President Obama’s efforts to maintain dialogue with the American people by being on the front line of email, letter, and phone correspondence.
Jennifer graduated with honors from Georgetown University with a degree in International Political Economy, and a certificate in International Development. Currently, she is the digital content manager for Subconscious, a mental health non-profit organization. During her free time, she enjoys exploring the great outdoors, solving sudoku puzzles, and learning about the world around her.

Basic CSM - Leadership & Negotiation
2022-04-26 17:00 - 18:00 UTC
Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes from the products and services it has purchased from us. To be a good Customer Success Manager, therefore, requires an in-depth understanding of many different skills; from data analysis to stakeholder management and everything in-between.
This monthly FREE series delivers an in-depth overview of one such skill each month. As with all our webinars, the events are recorded so even if at the last minute you cannot attend, you will still be sent a link to watch the recording in your own time afterwards.

Coffee Bar Conversations - The Use Case for Customer-Success-as-a-Service with Peter Armaly
2022-04-27 17:00 - 18:00 UTC
Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up-and-coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed, and friendly ambience is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

Making Data-Driven Decisions for Sales and Customer Success Alignment
2022-05-17 09:00 - 12:00 (America/New_York)
Making Data-Driven Decisions for Sales and Customer Success Alignment
Building alignment between sales and post-sales customer success teams is critical to organizational success and driving a positive relationship for lifelong customers.
Join this webinar to learn:

How to create a smooth handoff from sales to customer success
Methods to drive alignment, starting at the executive level, between both teams
How to collaborate and have open discussions during or after the sales process

Speaker:
Conor Nolen, Global Vice President, Customers for Life, Clari

Customer Success Webinar Series: Designing a Proof of Concept Strategy That Converts
2022-05-17 10:00 - 11:00 (America/New_York)
For a lot of businesses, the proof of concept is a standard motion in the sales and conversion process which means a poorly executed POC can impact the overall sales and revenue for the business. Join Kristi Faltorusso, Chief Customer Officer of ClientSuccess, as she host Julie Oddo, VP of Customer Success at Learn to Win, as she guides us through her approach to designing and executing high converting POCs.

Customer Success Webinar Series: Renewal Automation
2022-05-17 10:00 - 11:00 (America/New_York)
Please join host Kristi Faltorusso, VP of Customer Success at ClientSuccess, and her guest Star Hofer, VP of Customer Success at PartnerStack, as Star dives deep into her philosophies and practices around renewal automation. If a Customer Success team is doing everything they should to help the customer achieve value from the partnership, the renewal should be an activity or task but not a core milestone. You won’t want to miss it.

RYG | Leadership Hour - Los Angeles
2022-05-17 18:00 - 20:00 (America/New_York) | Criteria Corp, Suite 1500 E. Tower 750 N. San Vicente Blvd., West Hollywood, CA, 90069, United States
Join us for a happy hour and meeting of Customer Success leaders in the Los Angeles area hosted by ChurnZero & Criteria Corp
About this event
Join us for an in-person happy hour and meeting of Customer Success leaders in the Los Angeles area hosted by ChurnZero & Criteria Corp. At RYG Leadership Hours, we bring together local leaders to discuss the trending topics, best practices, and top issues in Customer Success today.
We’re pulling back the curtain to reveal how your fellow Customer Success leaders navigate the strategic decisions and challenges of managing an emerging function. Get firsthand learnings and advice, a healthy dose of Customer Success camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

Recruiting/retaining CS talent
How to Document and Learn from Churn Reasons
How to Extend “Customer Success Thinking” to All Aspects of Your Business

Speakers:

Patrick Blanton, Global Vice President of Customer Success, Criteria Corp
Jan Young, Sr. Consultant Customer Success, The Success League
Naomi Aiken, Manager of Customer Success, ChurnZero

Reserve your spot today! #MeetAtRYG
About RYG: Wondering what RYG means? RYG stands for red, yellow, green. RYG Leadership Hour is all about learning how to take your customers whose health score is in the red or yellow and turn them into your best customers.

The CSM journey: how to carve your Customer Success career path
2022-05-18 13:00 - 14:00 (America/New_York)
As part of our #CSMAppreciationWeek celebrations, we’ve partnered with ESG to bring you a special webinar with career advice from one of the best Customer Success leaders in the biz.
If you’ve decided to pursue a career in Customer Success, first, congratulations, it’s an incredibly rewarding career path! The growth opportunity and community in CS are second to none.
But you may be thinking…after taking that Customer Success Manager role – what’s next? Where can I go as a CSM in my career?
Join this webinar with Peter Armaly, VP of Customer Success at ESG, as he shares his advice on how to climb the CS career ladder.
In this session you’ll learn:

Skills needed to level-up to successfully manage key customer accounts
Specialization career paths to grow within a scaled CS team
How to advance from an individual contributor to a team lead or management role
Advice and lessons learned for those on the path to CS leadership

CSN Cafe Cambridge – May
2022-05-18 19:30 - 20:30 (America/Los_Angeles)
A regular informal catch-up for Customer Success Managers of all levels to meet, learn & discuss challenges.
About this event
This cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and hear from industry-leading experts. This month we’re joined by Jason Noble, VP Global Customer Success at Vinli Inc, and a top 50 Customer Success influencer.
These cafe’s provide a great opportunity to build your connections in your professional network as well as establish a central hub where people can share ideas and industry insights.
This event is brought to you by members of the Customer Success Network. Join our workplace community or learn more about us here.
We run this Cafe as alternate virtual and in-person, in the Cambridge area to support as many Customer Success professionals as possible
This is not to be missed, so register for your place today. Looking forward to seeing you there.

Operationalizing the Sales to CS Handoff
2022-05-19 09:00 - 10:00 (America/New_York)
What happens when you play a childhood game of telephone? The message distorts dramatically from person to person. Learn how to create a seamless experience from Sales to CS by programmatically capturing necessary information early in the customer journey. Join Bill Thrash, SVP of Customer Success at Critical Start, to find out how to:

Utilize tools to ensure key insights are never left out during internal knowledge transfer
Leverage these insights to hit the ground running during implementation
Create an ongoing system of record to help aid in driving customer outcomes

Speaker:
Bill Thrash – SVP of Customer Success at Critical Start

RYG | Leadership Hour - Atlanta
2022-05-24 18:00 - 20:00 (America/Los_Angeles) | Intellum – Building 7, Suite 500, 3525 Piedmont Rd NE, Atlanta, GA, 30305, United States
Join us for a happy hour and meeting of Customer Success leaders in the Atlanta area hosted by ChurnZero & Intellum
About this event
Join us for an in-person happy hour and meeting of Customer Success leaders in the Atlanta area hosted by ChurnZero & Intellum. At RYG Leadership Hours, we bring together local leaders to discuss the trending topics, best practices, and top issues in Customer Success today.
We’re pulling back the curtain to reveal how your fellow Customer Success leaders navigate the strategic decisions and challenges of managing an emerging function. Get firsthand learnings and advice, a healthy dose of Customer Success camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

How to improve software adoption
Setting boundaries with your team and customers
How to prepare an implementation to CS handoff

Speakers:

Greg Rose, Chief Experience Officer, Intellum
Jill VanMatre, Director of CS, Intellum
Jennifer Samples, Senior Account Executive, metadata.io
Lucas Farley, Manager of Customer Success, ChurnZero

Reserve your spot today! #MeetAtRYG
About RYG: Wondering what RYG means? RYG stands for red, yellow, green. RYG Leadership Hour is all about learning how to take your customers whose health score is in the red or yellow and turn them into your best customers.

Basic CSM - Change Management Skills for CSMs
2022-05-25 17:00 - 18:00 UTC

Coffee Bar Conversations with Rick Adams and Dana Soza - What's In Your Adoption Strategy?
2022-05-26 17:00 - 18:00 UTC
Coffee Bar Conversations with Rick Adams and Dana Soza – What’s In Your Adoption Strategy?
Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed and friendly ambience is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

Coffee Bar Conversations with Rick Adams and Dana Soza - What's In Your Adoption Strategy?
2022-05-26 17:00 - 18:00 (Europe/Paris)
Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or particular experience.
Each conversation takes place virtually, but in our imagination, we envisage guests and hosts meeting in a local coffee bar for an informal chat before or after work, and that informal, relaxed and friendly ambience is exactly the type of vibe we aim for in the events.
Your host for the Coffee Bar Conversations series is our very own CEO, Founder, and author, Rick Adams. As well as being broadcast live, each event is recorded for prosperity and Practical CSM Academy members can access these recordings along with many other CS-related assets in the ever-growing Content Library – the world’s largest repository of Customer Success training content.

RYG | Leadership Hour - Charlotte
2022-06-08 18:00 - 20:00 (America/Los_Angeles) | Untappd, 1213 W Morehead Street Suite 220, Charlotte, NC, 28208, United States
RYG | Leadership Hour – Charlotte
Join us for a happy hour and meeting of Customer Success leaders in the Charlotte area hosted by ChurnZero & Untappd
About this event
Join us for an in-person happy hour and meeting of Customer Success leaders in the Charlotte area hosted by ChurnZero & Untappd. At RYG Leadership Hours, we bring together local leaders to discuss the trending topics, best practices, and top issues in Customer Success today.
We’re pulling back the curtain to reveal how your fellow Customer Success leaders navigate the strategic decisions and challenges of managing an emerging function. Get firsthand learnings and advice, a healthy dose of Customer Success camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.
Agenda:

6:00 – 6:30 PM – Arrival & Happy Hour
6:30 – 7:30 PM – CS Group Discussion
7:30 – 8:00 PM – Continued Networking

Discussion Topics:

Recruiting/retaining CS talent
How to Document and Learn from Churn Reasons
How to Extend “Customer Success Thinking” to All Aspects of Your Business

Speakers:

Jeremy Jeffers, VP of Customer Success, Untappd​
Diane Laursen, Manager of Customer Success, Internetwork Engineering​
Tom Cloos, VP Global Customer Success, Tackle.io​
Abby Hammer, Chief Customer Officer, ChurnZero

Reserve your spot today! #MeetAtRYG
About RYG: Wondering what RYG means? RYG stands for red, yellow, green. RYG Leadership Hour is all about learning how to take your customers whose health score is in the red or yellow and turn them into your best customers.

Future of SaaS Festival / Women in SaaS
2022-06-14 09:00 - 09:30 UTC
This event aims to shine a light on everything SaaS from investment, growth, marketing reducing churn, and creating a powerful product with a competitive advantage. Essentially we are creating a platform to help educate SaaS leaders make sense of the key components needed to ensure a successful career/SaaS product.

Launching Your First Digital-First Segment
2022-06-15 09:00 - 10:00 (America/New_York)
A CSM for all customers! A lofty goal for sure…but in reality, we know this can’t be. But how do we make sure customers still get the care they need? Join Angie DeLaRosa, Senior Manager of Customer Success at NAVEX, to hear what it takes to make that transition by learning how to:

Transition existing customers to a digital segment
Create a data model to fuel digital interactions
Validate and measure the efficacy of your program

Speaker:
Angie DeLaRosa, Senior Manager of Customer Success at NAVEX

The Customer Success Excellence Awards
2022-06-15 18:00 - 22:30 UTC
The world’s first awards ceremony dedicated to the customer success profession.
Launching in London on June 15th 2022
Coming to the United States in late 2022
Nominations for the 2022 EMEA awards are now closed and the shortlist has been announced. Join your peers at the award ceremony!
Customer Success Excellence EMEA Awards Ceremony 2022 – De Vere Grand Connaught Rooms 61 – 65 Great Queen Street, London, UK
Wed 15 Jun 2022 6:00 PM – 10:30 PM

Customer success is one of the world’s fastest-growing professions and we want to recognize the very best leaders, ideas, and innovations in our field.
We’re inspired by the vibrancy and openness of the customer success community so we’re dedicating one night to celebrate excellence in customer success.
Award categories include CSM of the Year, Customer Success Leader of the Year, Customer Success Rising Star, Best Use of Technology in Customer Success, and Most Innovative Customer Success Initiative.

Basic CSM - Data Analysis & Reporting
2022-06-22 17:00 - 18:00 UTC
Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes from the products and services it has purchased from us. To be a good Customer Success Manager, therefore, requires an in-depth understanding of many different skills; from data analysis through to stakeholder management and everything in-between.

This monthly FREE series delivers an in-depth overview of one such skill each month. As with all our webinars, the events are recorded so even if at the last minute you cannot attend, you will still be sent a link to watch the recording in your own time afterwards.

Customer Success Festival Las Vegas
2022-06-23 - 2022-06-24
In June 2022, Customer Success Festival will assemble customer success champions from the world’s largest companies and most exciting startups in Las Vegas to share success stories, experiences and challenges of CS enthusiasts, all rallied around one, shared goal: providing incredible customer experiences, 24/7.

Coffee Bar Conversations with Rick Adams and Remco de Vries - The Role of Community in Customer Success
2022-06-23 17:00 - 18:00 UTC

Measuring Success: Evolving KPIs for Growing Revenue in an As-a-Service Business
2022-06-28 10:00 - 11:00 UTC
About this talk
“If you can measure it you can manage it.” These are words of wisdom often repeated in the business world. Yet, frequently there is confusion about what is important to measure and even what the common definition of measurement should be.

In this interactive webinar, Jack Johnson, VP of Research for the Customer Growth and Renewal Practice, will hold a discussion about the evolving performance metrics that matter in an As-a-Service business and the implications operationally and financially.

Other topics discussed will include:
– Common performance results, and what “good” looks like
– On-Premise vs. Technology Subscription
– Segment impacts on performance

How to build an expert onboarding strategy
2022-07-07 00:00 - 01:00, 2022-07-07 02:00, 2022-07-14 10:00 - 11:00 UTC
Presented by
Antoinette Taaffe, Senior Field Marketing Manager at Intercom | Thomas Maremaa, Co-Founder & CEO, Encuadrado
About this talk
Onboarding is about so much more than introductions. It’s about keeping up the conversation across the customer lifecycle. That way, your users become true fans of your product who advocate for your success.

In this webinar, we’ll break down the C.A.R.E framework for you, walking you through the best ways to keep more of your customers engaged and happy from the very beginning of their experience with your product (and every day after that). Thomas Maremaa, Co-Founder and CEO of Encuadrado, will share advice for small businesses and explain how Encuadrado is converting 75% of trials with onboarding, too.

You’ll discover:
-How to convert more free-trial users into paying customers
-How to keep customers around by continuously showing them product value
-Why expanding customer product usage means more upsell opportunities (and more money in your pocket)

Fueling Your CS Strategy via Product Experience
2022-07-15 09:00 - 10:00 (America/New_York)
Do you know if your customers are utilizing key facets of your product suite? Do you know which features are stickiest? Do your CSMs take action against Product-led insights? Join us for a discussion around:

How product data can surface actionable insights for CSMs to lead with
Identifying key usage habits that make a customer sticky and primed for growth
Leveraging in-app engagements to drive customer action at scale

CSN Breakfast: Supercharging customer success with customer education
2022-07-21 09:00 - 10:00 UTC
Join our panel discussion with three CS experts to understand how to boost customer success with efficient client education

Our 3 panelists will discuss how to boost customer success with efficient client education
Sally Donaldson – Customer Success Lead at StreamNative
Mathilde Fouquet – Lead Client Success Manager at Bazaarvoice
Ky Ismet – VP of Customer Success at Ometria

Join us on the 21st of July to learn:

why customer education is a key part of customer success, and not a separate department
when it is time to invest in a dedicated education team and how to get buy-in
what are the common pitfalls of customer education programs and how to avoid them

At the end of the discussion, you will also have the opportunity to ask questions to our experts during a live Q&A in Slido.

Driving Business Outcomes with Jama Software’s Success Programs
2022-07-21 16:00 - 17:00 UTC
When you buy Jama Connect, you’re not just buying the #1 requirements management solution on the market. Our Customer Success team stands behind you, delivering the expertise, guidance, and resources you need to see a quick return on your investment and achieve your business goals.
Our adoption-oriented approach balances industry best practices with the practicalities of how you plan, build, and test your products.
In this webinar, we will cover how Jama Software has created specific diagnostic tools and customer success offerings to achieve higher value with Jama Connect. We will explore how Jama Connect can enable transformational value to positively impact your business, and how our specific customer success offerings can help your team increase traceability compliance and requirement quality.
Register now to learn more about our new customer success programs, and how they lead to better outcomes such as:

Higher percentage of passing tests
Lower product defect rates
Faster time to market

CSN Master Class: Winning Strategies for Customer Education
2022-07-26 12:00 - 13:00 UTC
During this Master Class, guest Alessandra Conca, Manager Customer Onboarding at Hubspot, will teach us how to construct a winning strategy for customer education, delivering the right content to the right stakeholder, at the right time.
Alessandra has over 10 years of experience in customer success, consulting, project and change management. In the last 6 years she has specialised in the SaaS industry and especially in onboarding and change management
What will you get from this Master Class:
– A lesson on constructing customer education journeys: how to tailor education to the right stakeholders, backed up by research and practice around change management
– A learning activity on customer education and change management to complete in working groups and then discuss with all attendees and our presenter
– Live Q&A session
