Practical CSM Academy

Leadership Office Hours
2023-05-11 15:00 - 16:00 UTC
When
Thursday, May 11
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

Customer Success Festival | Las Vegas
2023-05-24 - 2023-05-25 | The Mirage
🗓 Date: May 24-25, 2023
📍 Location: Las Vegas
What is the Customer Success Festival? 🤔
We’re putting the brightest minds in the world of customer success into one room to share their success stories, best practices, and greatest challenges.
Harness the power of in-person events, form genuine connections, and gain valuable insights to elevate both your professional development and your organization’s growth.
Speakers highlights. 🧠

Deanna Miller
Customer Success Director, Microsoft

Deanna is a customer success leader with a customer-focused growth mindset. She leads teams to develop, inspire, and execute creative solutions for both local and global teams.

Leonard Green
VP of Customer Success, Northwestern Mutual

Leonard Green is the Vice President of Customer Success (Sales Technology). In this role Leonard leads a department of 140+ Customer Success Consultants and Technology Specialist that enable the adoption of customer experience driven technology to drive a faster, seamless, optimized sales cycle.

Ayman Husain
Customer Success Director, Microsoft

Ayman is a technologist, tech strategist, tech speaker, advisor, change leader and a cloud architect specializing in big data, modern cloud-native application design, cloud infrastructure, high-performance computing clusters and hyper-scale hybrid data center solutions.
Agenda highlights. 🔥

Building a strong customer onboarding process for long-term retention
Leveraging customer feedback to drive product development and improve retention
Implementing effective customer communication strategies
Managing customer churn and identifying at-risk customers
Utilizing customer success software and tools to improve efficiency and performance tracking

Money Talks: 2023 Customer Success Compensation Webinar
2023-05-24 18:00 - 19:00 UTC
Welcome to the ultimate webinar on customer success compensation findings from 2023 in North America

Join Gainsight, RevOps Squared, and The Customer Success Network as we discuss how customer success compensation trends are evolving.
Compensation trends are crucial to your career growth and development. That’s why we have brought together some of the industry’s brightest minds to discuss the latest findings and what they mean for you.
During this webinar, we will cover everything from:

Customer Success presence in companies and roles
Evolution of Roles and Digital Customer Success
A look into compensation: base and incentive

Leadership Office Hours
2023-05-25 15:00 - 16:00 UTC
When
Thursday, May 25
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

CS Leadership Conversations - Leading Customer Success in a Large Enterprise
2023-05-25 17:00 - 18:00 (Europe/London)
Get ready for an insightful discussion at the May edition of Customer Success Leadership Conversations. Sandy Keys, the Director of Global Customer Success at Dell Technologies, will share her experience leading Customer Success teams at one of the largest technology companies in the world. Rick Adams, a veteran in the Customer Success industry, will ask probing questions to uncover valuable insights for the audience on the challenges and strategies for delivering exceptional Customer Success in a large enterprise context.

Woman Leaders in CS - Demonstrating Customer Success Value to the C-suite and the Board
2023-05-31 17:00 - 18:00 (Europe/London)
Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected and invited to talk on a topic of their choosing. The events are hosted by Minna Vaisanen, Passionate Customer Success Leader with Multi-industry Experience. Minna creates value by delivering outcomes and fast time-to-value for customers, solves problems through innovation and strategic thinking, and can define and execute Go-to-market strategies for multinational companies and technology start-up / scale-up.
Our Women Leaders in Customer Success events are recorded LIVE in front of an invited audience. During the discussion, you are invited to submit your questions, which will then be shared with the guest in the final part of the session. Each month features a different guest and a different Customer Success-related topic for conversation.
Attendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.

What CROs Need to Know: The Sales Workflow of the Future
2023-06-07 08:00 - 17:00 UTC
Selling in 2023 has come with its own set of new challenges. We know when sales technologies aren’t speaking to each-other seamlessly, you and your team become inherently less productive.
With Harvard Business Review recently citing that 9% of a seller’s year is spent switching between technologies – we need to do better. So, how do we create more time for our sellers to spend purely on selling?
Gartner has a new model called the Seller Action Hub, and Salesloft’s very own Derek Grant is excited to share our take on this and what it means for the broader selling landscape. Tune into our webinar and learn more on driving more efficiency and productivity within your sales organization.

CS Leadership Skills - Internal Negotiation 1
2023-06-07 17:00 - 18:00 UTC
ABOUT THE CUSTOMER SUCCESS LEADERSHIP SKILLS SERIES

Leading Customer Success is never easy and requires Customer Success Leaders to continually develop their skills. Luckily Practical CSM is offering a Customer Success Leadership webinar series designed to sharpen executives’ Customer Success awareness, performance mindsets, negotiation techniques, creativity and problem-solving ability.

This series of eight webinars covers an extensive range of leadership topics, such as Executive Awareness, Performance Mindsets, Radical Creativity, Solving Real Problems and Effective Reporting. These webinars will give Customer Success Leaders the insights they need to better understand their clients’ needs; allowing them to provide more value and drive greater business results in the long term.

Click the register button to attend the event live, and/or to receive a link to the recording post-event.

Thanks to The Customer Success Association for publicizing these events.

The Building Blocks of Personalization
2023-06-07 17:00 - 18:00 UTC
Brands that personalize content, offers, and experiences are rewarded with loyal customers and business results. But what are the elements a brand needs to put in place in order to utilize personalization in its digital experiences, ecommerce, and across the entire digital ecosystem?
This webinar will explore the building blocks of personalization and how they can create powerful ecommerce shopping experiences, and build customer lifetime value when deployed across the customer journey.
You’ll learn:

What it takes to do personalization well
Areas where personalization in ecommerce can have a big impact
How to use personalization to create value across the entire customer journey

Gain Grow Retain Live - Boston
2023-06-07 22:30 - 2023-06-08 22:30 UTC
GGR Live: Boston | Scaled Customer Success | June 7
​Effective Strategies to Reduce Cost via Scaled Customer Success
​In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without compromising your customer satisfaction.
​Our prompt to carry our discussion:
What scaled customer success programs are you planning to build to drive impact with your customers in 2023?
​Customer Success leaders, join us in Boston, MA to connect, share, and network with one another.
​​Shoutout to our Supporters:

​Higher Logic Vanilla exists to connect B2B technology brands to their customers that enhance the customer experience.
​Totango is the industry’s only Composable Customer Success platform, built on a modular foundation with embedded best practices to meet you where you are today and grow with you as a business needs change.

June 8 Leadership Office Hours
2023-06-08 16:00 - 17:00 UTC
When
Thursday, June 8
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

PCSM Book Club: The Chief Customer Officer Playbook in Action
2023-06-08 16:00 - 17:00 (Europe/London)
Thursday, 8am PDT/11am EDT/ 4pm BST
Join Rod Cherkas, author of the best-selling book The Chief Customer Officer Playbook, as he shares actionable strategies you can use to have better goal setting discussions with your manager. He will demonstrate that by following the tips he shares in his book, you can achieve more repeatable, predictable results for your company while accelerating the development of skills you need to grow faster in your career.
In this interactive discussion, you will learn how to:

Identify the skills and strategies that are most important for your own career growth as a customer success manager or customer-facing leader
Connect these skills to the business outcomes that are expected from your team
Effectively discuss these development goals and business outcomes with your manager

Attracting—and Keeping—Your High-Net-Worth Investors
2023-06-08 19:00 - 20:00 UTC
The importance of deepening your understanding of your customers cannot be overstated.
In this webinar, we’ll join PwC to dissect their recent survey findings on a specific customer subset — high-net-worth investors — and discuss key considerations for implementing data-driven targeted messaging, building stronger relationships and delivering on your potential and existing clients’ needs and expectations.
Topics include:

Why HNW investors are re-evaluating their financial relationships (46%)
Review necessary steps to protect your business
Understand best practices on turning customer data into smarter action

Gain Grow Retain Live - New York
2023-06-08 23:00 - 2023-06-09 02:00 UTC
THE VAULT: Secrets of CS Leaders
​”Doing the right things”
​​Its a cliche as old as time — “doing more with less” — we’d rather think about it as “doing the right things”.
​Every business is different and every customer success leader has different challenges – but do we really?
​Join us in THE VAULT for an evening where we bring 40 Customer Success Leaders together for a private dinner – sharing secrets and helping one another make an impact.
​​Our prompt to carry our discussion:
What scaled customer success programs are you planning to build to drive impact with your customers in 2023?
​​Trinity Place
Thursday, June 8
6:00 PM to 9:00 PM
​​​This dinner is sponsored by ​Higher Logic Vanilla & Totango.
Higher Logic Vanilla exists to connect B2B technology brands to their customers that enhance the customer experience.
​​Totango is the industry’s only Composable Customer Success platform, built on a modular foundation with embedded best practices to meet you where you are today and grow with you as a business needs change.

Automation and AI: A Strategy to Minimize Unplanned Work
2023-06-13 19:00 - 20:00 UTC
Organizations are finding themselves face-to-face with more unplanned work than they have in the past. And, since the cost of disruption is closing in on $12,900/min and 73% of strategic objectives are being impacted, the search to minimize these disruptions is ever-increasing.
A recent study from leading IT research firm Enterprise Management Associates (EMA) has explored and revealed the facts on how automation and AI can be utilized to reduce the impact of unplanned work. Digital Operations enables enterprises to streamline their digital transformation while ensuring efficient real-time collaboration between IT service and IT operations.
Join us as we bring together industry experts
Valerie O’Connell, EMA Research Director
Bill Reese, Everbridge Product Marketing Director
Register now to secure your spot as we reveal practical ways organizations successfully use AI and automation to minimize unplanned work.
Can’t wait and want more information about Digital Operations now?

Oracle Customer Success Services: Optimizing database security against cyber attacks
2023-06-14 13:00 - 14:00 UTC
Data is at the center of everything we do. Now, more than ever, businesses are challenged to protect their databases from increasing security threats. We’ve seen the headlines from high-profile security breaches, but what are the best practices to help ensure your data is protected?
Join us for a 60-minute live session to learn how Oracle Customer Success Services can provide your business with the infrastructure to support your data needs while also addressing vulnerabilities and threats to help ensure your data assets are protected.
Agenda topics include:

Protecting your database to secure enterprise data
Building resilience against the threat of Ransomware
Understanding the increasing importance of Zero Trust Security Architecture
Working with Oracle Customer Success Services to improve your security posture

CSN Cafe Middle East
2023-06-14 18:30 - 19:30 UTC
An informal monthly catch-up for Customer Success Managers of all levels to meet virtually, and discuss challenges over a coffee.

This Customer Success Network Cafe is designed for Customer Success Professionals of all levels to meet, discuss challenges and share best practices virtually over a cup of coffee . ☕
This monthly virtual event provide a great opportunity to build your connections in your professional network as well as establishing a hub where people can share ideas and industry insights.
👉 Join us in this CSN Cafe – Middle East for networking and discussing Customer Success Manager Skills.
👉 This is an open discussion and knowledge share event.

The Mise En Place of DCS: Start the Journey with a Proactive Approach
2023-06-15 18:00 - 19:00 UTC
Ask any chef, mise en place is key to keeping any kitchen running smoothly. It’s where you make sure ingredients are prepped, and workstations are organized before you begin assembling a dish, and saves time.
We’ll discuss the mise en place of DCS: how to plan, organize and launch proactive digital strategies as organizations make the leap to digital CS motions. You’ll gain an understanding of how proactive programs can centralize your existing resources, improve customers overall experience and time to value, and streamline repeated customer questions to give your CSMs time back to focus on high value activities.

Read More

Addressing common customer needs through proactive, self-serve motions
Tactics to get started in deploying these strategies for your organizations
Identifying some common pitfalls

Speakers:

Harshi Banka
Senior Director of Strategy, Digital Customer Success at Gainsight

Joris Dieben
Senior Vice President and GM, inSided at Gainsight

Nisha Baxi
Director of Community at Gong

Sonam Dabholkar
Director of Customer Success Operations at Gong

3 Steps to Unlock Your Customer Data and Drive Revenue
2023-06-20 17:00 - 18:00 UTC
With businesses today under increasing pressure to drive efficient growth, developing a customer data maturity roadmap is essential for unlocking new revenue, engagement, and optimization opportunities.
But where do you start?
Discover how Twilio Segment’s #1 Customer Data Platform (CDP) helps businesses like FOX, Instacart, Levi’s and more implement data-driven strategies with a three-step customer data maturity framework. Learn how to streamline and personalize customer experiences – while increasing revenue and protecting the bottom line.
Attendees will:

Decide what data should be collected to achieve meaningful engagement
Resolve data into unified golden profiles that provide a single view of the customer
Activate data and profiles to achieve positive business outcomes

DeepTarget Customer Success Webinar - July 2023
2023-06-20 19:00 - 20:00 UTC
Description: Industry Insights, DXP Helpful Hints, A Case Study of Success

RYG Meetup: Chicago
2023-06-21 00:00 - 02:00 UTC
Join ChurnZero and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, green of customer health) offer firsthand advice from Customer Success leaders on navigating strategic decisions and challenges, a healthy dose of CS camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.

Agenda:
Tuesday, June 20, 2023

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:

Check back for updates soon.

Live Webinar: Oracle financial period close best practices—Creating a path to a fully automated close
2023-06-21 14:00 - 15:00 UTC
Companies continuously look for ways to keep pace with market changes and stay ahead of the competition as they expand and grow their financial footprint. There are many obstacles for businesses to overcome such as changing economic conditions, increasing inflation, and attracting and retaining employees with the appropriate skills—all while ensuring they are focused on the right opportunities. A quicker financial close can help provide more time to focus on strategic activities and enable companies to respond more readily to changing business and economic conditions.
Join us for a 60-minute live webinar to hear from our Oracle and customer panelists as they share their experiences, success stories, and best practices to achieve effective and efficient financial period close processes. You’ll learn how Oracle can help you speed up your financial close to ensure your business is successful at saving time and costs, while also adapting to the changing climate faster.
The session will explore:

Biggest obstacles for a quicker financial close
Components of speeding up the financial period close
Gains in terms of technology, people, and process
Examples of successful customer financial period close

From start to scale: Navigating the journey of customer education
2023-06-21 18:00 - 19:00 UTC
About

Join us for a virtual coffee break and meeting of Customer Success leaders as we discuss digital customer education programs. The goal of this virtual RYG is to bring together the leaders (directors and above) of B2B SaaS to build a community. We hope you’ll fire up your computer and join us as we swap notes and talk shop with fellow CS leaders.
In this interactive session, we will explore the importance of customer education and how it can positively impact your business. We will also dive into the challenges that businesses face when starting and scaling their digital customer education programs and discuss practical strategies to overcome these challenges.
A recording of this event will be shared to all registrants within 24 hours of the event.

Agenda

Starting your customer education program
Building cross-department alignment on training
Measuring success and scaling your program

RYG Meetup: Charlotte
2023-06-21 23:00 - 2023-06-22 01:00 UTC
Join ChurnZero, Torqata, and your Customer Success peers for a free networking happy hour and industry-focused panel discussion!
RYG Meetups (that’s the red, yellow, green of customer health) offer firsthand advice from Customer Success leaders on navigating strategic decisions and challenges, a healthy dose of CS camaraderie, and answers to the pressing questions you want to know but didn’t know who to ask.

Agenda:
Wednesday, June 21, 2023

6:00 – 6:30 PM – Arrival & happy hour
6:30 – 7:30 PM – Panel and group discussion
7:30 – 8:00 PM – Continued networking

Discussion Topics:

Coming soon

Reserve your spot today!
#MeetAtRYG

June 22 Leadership Office Hours
2023-06-22 16:00 - 17:00 UTC
When
Thursday, June 22
11:00am – 12:00pm EST
Who
Customer Success Leaders who are building and scaling at B2B SaaS companies
What

learn from each other in breakout room discussions
talk about Doing More with Less
sign up for specific dates or the whole series

Expand your network and leave with one new idea to implement at your company

CS Leadership Conversations - The Role of AI in Customer Success Management
2023-06-22 17:00 - 18:00 UTC
Join Rick Adams in the June edition of “Customer Success Leadership Conversations” as he chats with You Mon Tsang, CEO at ChurnZero, in a live webinar exploring how AI can enhance and streamline customer success management. This discussion will cover best practices for implementing and adopting AI and is perfect for customer success leaders, executives, and practitioners looking to drive their customer success programs’ efficiency and effectiveness with AI.

Women Leaders in CS - Building Thriving Customer Success Teams
2023-06-27 17:00 - 18:00 UTC
Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected and invited to talk on a topic of their choosing. The events are hosted by Minna Vaisanen, Passionate Customer Success Leader with Multi-industry Experience. Minna creates value by delivering outcomes and fast time-to-value for customers, solves problems through innovation and strategic thinking, and can define and execute Go-to-market strategies for multinational companies and technology start-up / scale-up.
Our Women Leaders in Customer Success events are recorded LIVE in front of an invited audience. During the discussion, you are invited to submit your questions, which will then be shared with the guest in the final part of the session. Each month features a different guest and a different Customer Success-related topic for conversation.
Attendance is FREE – just use the REGISTER options below to reserve your invitation to attend each event.
Thanks to The Customer Success Association for publicizing these events.

HUMANS MATTER: AI AND TECH TOUCH VS HUMAN TOUCH AT SCALE CUSTOMER SUCCESS MODELS
2023-06-27 19:00 - 20:00 UTC
In today’s hyper-competitive business landscape, driving revenue and fostering long-term customer loyalty are fundamental for sustainable growth. Traditional approaches to customer success for low-touch accounts often rely heavily on automated systems, self-service portals, and chatbots, delivering a poor experience by neglecting the essential human element that builds strong customer relationships that produce better financial results.
With today’s business landscape constantly evolving, the cost to serve is increasing while the timeframe to land new accounts is lengthening, making your existing accounts a critical source of revenue. Building a deeper relationship with your current customers is crucial. But how?
Join TSIA’s John Ragsdale, Distinguished VP, Technology Ecosystems, and Tek Experts’ David Mangham, Head of Global Customer Success, for a highly-informative webinar to discuss:

How and why traditional automation falls short.
A different way to deliver human touch at scale in a cost effective manner.
Results you can expect.

You will leave this session with:

A new option to consider for increasing account coverage that drives results at scale.
Ideas for blending onboarding, relationship management, and renewal tactics.
Critical questions to ask yourself to see if this strategy is a fit for you.

This webinar is a must-join for executives, customer success managers, and professionals seeking innovative approaches to drive revenue through a scalable, human-centric customer success framework. We’re looking forward to seeing you there!

Presented By:
David Mangham
Head of Global Customer Success, Tek Experts
Bruce Hildyard
VP Strategy & Operations Customer Success,
Patricia Day
Head of Customer Success Workspace – Americas and Japan, Google

ChatGPT and Generative AI for Magical Customer Experiences
2023-06-28 18:00 - 19:00 UTC
Presented by
Muddu Sudhakar CEO Aisera, Aneel Jaeel SVP CS McAfee, Scott Owen, VP Support Okta Jason English, Principal Analyst Intellyx

About this talk
Join Muddu Sudhakar, CEO of Aisera, Scott Owen, VP of Support – Customer Identity Cloud at Okta, and Aneel Jael, former SVP of Customer Success at McAfee and former SVP of Support and Support Account Management at ServiceNow, on applying ChatGPT & Generative AI towards Customer Success and Support. The session will be moderated by Jason “JE” English, Partner & Principal Analyst at Intellyx. Our guest speakers, practitioners that have pioneered the use cases of Generative AI within their enterprises, will share insights on: The business drivers that make Generative AI relevant today and its ROI. Example use cases of Generative AI and ChatGPT for customer experience. The implementation of Generative AI solutions in an enterprise technology stack. Satisfying security, privacy, data integrity, and compliance risks Join us to learn how Generative AI can help your organization to deliver better self-service intelligent systems, delight customers, and reduce support costs. Bring your questions and be part of the conversation.

THE RENEWAL SPECIALIST: AN ESSENTIAL ROLE FOR PROFITABLE REVENUE GROWTH
2023-06-28 19:00 - 20:00 UTC
Renewals are the largest source of revenue for SaaS companies, yet many organizations struggle to achieve growth and profit because of inefficient sales models.
Join Jack Johnson, TSIA’s VP of Customer Growth and Renewal as he discusses how companies are orchestrating the use of renewal specialists to reduce the high cost of sales and improve Net Retention Rate performance.
There is clear evidence that Renewal Specialists can positively impact financial performance, yet the lines are blurry regarding when, where, and how these specialists should be involved. In this interactive session, Jack will explore key levers to pull when renewals and expansions are on the line and answer key questions such as:

Who should own renewals: Sales, CS, or a dedicated Renewals function?
What is the appropriate charter for a Renewal Specialist?
And more!

Ready to learn more? Keep up to date on this subject by subscribing to TSIA’s Research Journey, Protecting and Growing Your Customer Base today!

Presented By:
Jack Johnson
VP, Customer Growth and Renewal Research, TSIA
