Practical CSM Academy

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
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 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

Build Durability Into Your Business with Customer Success
2022-07-26 18:00 - 19:00 UTC
It’s a challenging time in the world — and in the world of SaaS.
With investments slowing and multiples down, companies are now bracing for a bumpy few years. Companies that are prepared to weather the ups and downs will come out many times stronger.
Join Gainsight CEO Nick Mehta and CCO Kellie Capote alongside Pablo Dominguez, Operating Partner at Insight Partners, for a discussion on how your business can adopt a customer-centric approach to better navigate the downturn.
They’ll cover:

How to better support your customers through this tough time while also scaling your team’s efforts
Why companies should lean into product-led growth as a way to scale their growth efforts efficiently
How your go-to-market teams can support a more customer-centric approach to growth to power more durability in your business

Basic CSM - Meaningful KPIs
2022-07-27 17:00 - 18:00 UTC
Every job needs to be measured to determine how well it is being performed and therefore to know both who to reward for good performance, and where to devote time and effort in making improvements. One essential aspect of measurement is the KPI or Key Performance Indicator, which provides a benchmark or standard to aim for. This course briefly overviews some of the most commonly used KPIs in Customer Success Management and how to deploy them.

July CSOps Office Hours
2022-07-28 16:00 - 17:00 UTC
Thursday, July 28, 2022
11::00am – 12:0pm ET
Host: Laura Hayes Brown
Topic: Prioritizing and Growing CS Ops Mindset
REGISTER NOW
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Are you in CS Operations and are building and scaling customer success at B2B SaaS companies? Whether you are experienced or new to the role, we can all learn from each other. Our sessions focus on two main goals to help ensure value:

Did you meet someone new?
Did you take away an actionable idea to implement?

Join your peers in CSOps each month as we focus on topics that can help you wherever you are in the journey. Looking forward to helping you expand your network, talk about issues that impact you, and spend an hour connecting! Sign up for just this month or for the entire series.

How to Build a Customer Success Dream Team
2022-07-28 16:00 - 17:00 UTC
Your customer success team is directly responsible for creating happy customers – and that’s not an easy task. To make your team as successful as possible, you have to ensure you’re hiring people with a very particular set of skills and personality traits – some of which are still being defined. As a relatively new field, customer success is constantly evolving, and the skills necessary to do it well are shifting. This can make hiring extremely difficult.
So, how can you build a customer success dream team when roles are always changing? Find out during this engaging roundtable discussion with leaders from LaunchNotes, Ungerboeck, Remote Evolution, and Knock. Learn all about their strategies, including:
– Qualities that define a great CSM
– Methods to source and retain top talent
– How to motivate CSMs to do their best work

Coffee Bar Conversations - The 5 Biggest Mistakes When Hiring your First VP Customer Success with Alan Fecamp
2022-07-28 17:00 - 18:00 UTC
ABOUT COFFEE BAR CONVERSATIONS

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.

What’s New to Optimize CS
2022-07-28 17:00 - 18:00 UTC
Today with so much uncertainty in the economy, it’s more important than ever to double down on your current customer base and invest in customer success. Come see how our Q2 launches help CSMs save time and create more efficient workflows, then get an in-depth look at some new Q3 features to drive growth:

Optimizing company-wide collaboration to drive expansion opportunities
Increasing digital engagement with new campaign flows
Enhancements to the Customer Experience Canvas user interface
New SuccessBLOCS to drive engagement, advocacy, and growth

Join Ravit Danino, SVP of Product at Totango, as she highlights product innovations that will help you deliver continuous customer value at every stage of their journey.
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Demystifying churn: How qualitative research will help you retain more customers
2022-08-02 16:00 - 17:00 UTC
We spend a lot of time gathering and chasing data. We have the feeling that the more we know the better when it comes to customer decisions. And this is correct but more often than not we do not take the time to understand “the reason why” behind the data. We do not correlate the quantitative data with the qualitative part. How can you influence a number if you do not understand its story? The story is usually given by the customer.
On the 2nd of August at 11:00 EDT* we crack the code of qualitative research with Anita Toth and share a few tips on how we get started and how we leverage user interviews when fighting churn.
Sneak preview of our talking points:

How do we find out the real motivation behind a customer’s decision?
When do we start asking the right questions?
How do we leverage the data we gather in customer interviews?
How do we connect the dots to reduce churn?

CS4Rev Summer 2022
2022-08-03 15:00 - 2022-08-04 16:00 UTC
It’s been an interesting couple of months hasn’t it?

Break-neck hyper-growth has given way to reductions in market valuations, layoffs has created a cloud of uncertainty for SaaS companies in general and Customer Success executives in particular.

Normally we wait until the end of the year for retrospectives and prognostications.

But not this year.

10:00 AM EST – “So Now What?” – Assessing the impact of recent events, and a strategic outlook of CS going forward.

We’ve brought in an incredible panel to assess the impact of the last few months, and discuss the implications for Customer Success going forward. This kind of panel needs the right mix of experience, and domain knowledge, not to mention research and data, and that’s what we’ve brought together:

Firaas Rashid – Founder and CEO, Hook
Maranda Dziekonski, CCO, Swiftly
Peter Armaly – VP of Customer Success, ESG

11:00 AM EST – Working with Product – How can CS have a greater impact on Product Strategy and Roadmap?

This new environment we find ourselves in points to a focus on delivering value like never before. So how do we leverage what we learn from CS to build higher-value products?

Emily Garza – VP of Customer Success, Proton.ai
Jon Johnson – Principal Customer Success Manager, Global Accounts, Usertesting.com
Valentin Huang – Co-Founder and CEO, Harvestr

12:00 EST – Speednetworking

Back by popular demand, a great opportunity to meet other leaders and future leaders.

Customer Success Creator Meetup
2022-08-10 17:00 - 17:30 UTC
Totango is launching a Customer Success Creator Community and we want you involved!

About this event

The Totango CS Creator Community is a diverse group of professionals committed to learning, sharing, and developing customer success best practices that will shape the future of the CS industry.
Join us for a short call to learn about the community, meet fellow customer success innovators, and gain access to Totango Community Edition and training assets.
This is open to all CS professionals (leaders, CSMs, ops) or individuals thinking about getting started in the field. Current Totango users and soon-to-be users are welcome to join too.
You can join the meeting via zoom at: https://totango.zoom.us/j/8496116176

Customer Success Masterclass for E-Commerce Brands
2022-08-10 17:00 - 18:00 UTC
Building and managing a customer support function for a growing E-commerce brand is not for everyone. From staffing and hiring decisions, taking calls on which channels to focus on, and deciding whether to outsource it or build an in-house team, the variables in the equation are just a lot. Oh, let’s not even get into the attrition problem.
But it is irrefutable that figuring out customer support operations is an inflection point in the scaling journey of an E-commerce brand. It’s probably not the most easiest problem, but a problem that probably separates a 7-figure brand and a 9-figure brand.
As customer support leaders prepare for the most exciting half of 2022, we are bringing to you the playbook and framework that helped Snow set up and scale a world-class customer support function.
Tune in as Thomas McCray, Director of Customer Success at Snow shares actionable advice on:

How to structure your CS team as you scale and How to create micro pods in the CS team to improve engagement and efficiency.
Approaching multi-channel support and the right SLAs for each channel.
Importance of agent experience and how to nail it right.
How to set up the right goals and measurements for smooth operations.
