Practical CSM Academy

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

RYG Meetup: Salt Lake City
2023-06-29 01:00 - 03:00 UTC
Join ChurnZero, Kenect, 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 28, 2023

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

Check back soon for speaker and discussion topics!

Reserve your spot today!
#MeetAtRYG

How to boost customer retention with “face-to-face” digital CX
2023-06-29 16:00 - 17:00 UTC
Presented by
Matthew Curley, Director of Technical Operations, Customer Success at Toast

About this talk
It was during the COVID pandemic that Toast, a cloud-based restaurant management software company, realized that they had to up-level their customer experience to meet customers where they were – despite being unable to meet customers in-person at their restaurants. Toast modernized their customer experience rapidly with technologies like one-way and two-way video, enabling them to meet their customers “face-to-face” and provide the true “I’m there with you” support that their customers expect. Join us as in our upcoming webinar where we speak with Matthew Curley, Director of Technical Operations, Customer Success at Toast, about his customer experience methodologies and to gain tips to meet your customers where they are – in-person or in a digital space – to improve their experience and increase your customer retention.

CSN Cafe Dublin – Panel – Showing the Value of CS in an Economic Downturn
2023-06-29 18:00 - 20:00 UTC
Join us for an in person conversation with Ireland based CS leaders on how we show the value of Customer Success in an economic downturn.

CSN Cafes are designed for Customer Success Professionals of all levels (including those who want to get into the industry) to meet, discuss challenges and share best practices in the industry.
For our next café in Dublin we will be getting together in person on June 22nd at Slattery’s Pub in D4 starting at 6pm. During this event we will start by bringing together some of the top Customer Success minds from around Ireland to talk about how we show the value of Customer Success during an economic downturn like the one we are facing today. Join Daphne Costa Lopes (HubSpot), Peter Lyon (eDesk), Sally Donaldson (StreamNative), and Ezra Zimbler (LinkedIn) as we discuss the current economic situation and the impact on Customer Success. After the panel we will have time for networking. We are excited to bring together a group of current and aspiring Customer Success professionals from around Ireland so all are welcome!

4 STRATEGIES TO AUTOMATE YOUR INDEPENDENT CONTRACTOR MANAGEMENT
2023-06-29 19:00 - 20:00 UTC
According to a recent MIT study, 74% of managers agree that effective management of independent contractors (freelancers, 1099s) is critical to their organization’s success. However, only 30% are prepared to manage a workforce that will continue to rely more on independent workers. As younger generations enter the workforce, and are increasingly turning to the gig economy for work, it’s critical that technology firms become more agile to better leverage contract workers in future workforce strategies—particularly for service delivery.
Organizations utilizing independent workers today, or planning to in the future, should join us for this webinar to gain essential insights on how to enhance your onboarding and vetting, job management, payments, and more! We’ll also be discussing how automation and implementing the right technology can help your organization efficiently overcome talent challenges, improve compliance and tracking, offer faster and more flexible payment options, and better identify and deploy workers.

Presented By:
John Ragsdale
Distinguished Researcher, VP Technology Ecosystems, TSIA
Gordon Walsh
Enterprise Account Executive, WorkMarket, an ADP Company

CSN Cafe London – The Customer Success Conversation
2023-07-05 14:00 - 15:00 UTC
An informal catch-up for Customer Success Professionals of all levels to meet online and share experience & knowledge.

This Cafe is designed for Customer Success Professionals of all levels (including those who want to get into the industry) to meet, discuss challenges and share best practices in the industry over a cuppa ☕.
These Cafes provide a great opportunity to build connections in your professional network as well as establishing a central hub where people can share ideas and industry insights.
We encourage you to sign up early to guarantee your place.
Please order tickets only for yourself.
Your host,
Michelle Garnham
Founder of Ellacott Consulting and The Customer Success Conversation series
This event is brought to you by members of Customer Success Network. Join our workplace community or learn more about us here.

Leadership Office Hours
2023-07-06 17:00 - 18:00 UTC
When
Thursday, July 6
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

EDUCATION SERVICES TECHNOLOGY REVIEW
2023-07-06 19:00 - 20:00 UTC
Is your customer education organization under-leveraging technology for content development, operations, credentialing, and sales and marketing? With ChatGPT and all things generative AI on the rise, customer education organizations need to leverage the results of TSIA’s Education Services Technology Stack Survey now more than ever. Please join Maria Manning-Chapman, Distinguished VP, Education Services Research, and Lawrence Kaye, Director, Education Services Research, to discuss: :

The tools and technologies education services organizations are investing in.
Popular tools and technologies being used today.
Overall industry satisfaction with these tools & technologies.

In a world where everything needs to be done faster, better, and cheaper, it often seems that successfully implementing technology is the only way to accomplish all three. This session is certain to be informative for customer education organizations looking to implement technology, pinpointing where their investment may have the highest overall impact.

Presented By:
Maria Manning-Chapman
Distinguished VP, Education Services Research, TSIA
Lawrence Kaye
Director, Education Services Research, TSIA

Finding Your Flavor: The Path to Personalization
2023-07-12 18:00 - 19:00 UTC
Gourmet cooking is all about mixing together unique ingredients in an interesting way and also presenting it in an interesting way that catches the eye. Just like any award-winning chef, you have to create recipes that are unique to you. Join Gainsight’s Master Chefs to learn how personalizing Digital CS programs helps your users reach individual product value through digital journeys aligned to their unique needs and objectives. You’ll take away key data points to leverage in digital motions, including how to segment users effectively to compliment human touchpoints.

How to accelerate digital journeys with data-driven personalization
Where to start with personalizing digital programs aligned to CSM activities
How to assess impact of your personalized programs, and how to iterate

Speakers:

Tyler McNally
Vice President of Customer Experience and Operations at Gainsight

Tori Jeffcoat
Senior Product Marketing Manager at Gainsight

Lane Holt
Director of CX, Scale at Gainsight

CUSTOMER EFFORT – REMOVING FRICTION POINTS IN YOUR END-TO-END SUPPORT PROCESS
2023-07-12 19:00 - 20:00 UTC
At TSIA, we continue to be surprised by the lack of support organizations that utilize a Customer Effort Score survey to identify and eliminate areas of friction in the end-to-end support process. In fact, just over 50% of the industry has adopted the CES survey best practice.
In this 45-minute webinar, we will share best practices for deploying your CES survey and discuss common areas of conflict within the end-to-end support process that can benefit from CES survey feedback.
If you’ve heard from your customers that your support process is difficult, but aren’t quite sure how or where to begin, then this webinar is for you.

Presented By:
Dave Baca
Director, Support Services Research, TSIA
Sara Johnson
Director, Support Services Research, TSIA

Unleashing the Power of Empathy, Gratitude, and Human Connection in Customer Marketing
2023-07-18 22:00 - 23:00 UTC
Our Guest Speaker:

Chris Schembra
Wall Street Journal Bestselling Author and Founder
7:47
Ari Hoffman
VP, Customer Marketing and Advocacy
Influitive

Date: July 18, 2023 at 2:00 PM ET/11:00 AM PT
Duration: 60 minutes

Session Overview
Join us for a special webinar that will go beyond the usual tactics and strategies of customer marketing, and explore the power of empathy, gratitude, and human connection in building strong customer relationships.
Through research-backed insights, real-life examples, and practical tips, we’ll cover:

The importance of being present and connecting with your customers on a deeper level
How investing in your team’s well-being and engagement translates into exceptional customer care
The power of emotional connections and how they drive customer loyalty, referrals, and premium brand perception
Communicating gratitude in a way that resonates with your customers, creating stronger bonds and lasting impressions
The transformative effect of connecting your customers, fostering a sense of belonging, and building a network of advocates

By shifting the spotlight onto your team, your customers, and yourself, you’ll discover the immense value that lies in building genuine connections and fostering a customer-centric mindset.
