
Building a CS Org from Scratch
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Overview
There comes a time in every SaaS company’s journey when they have acquired enough customers and customer revenue to manage how customers are brought in methodically. This is when you need to set yourself up for success with the proper software – and that requires a Customer Success motion.
In this course, you’ll learn how a successful CS department doesn’t require a fully built-out CS team with layers of management on day one. However, there are a few critical steps that will help ensure you are establishing a solid foundation during these early stages.

Designer
Kristi Faltorusso is an award-winning Customer Success Executive with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she has helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy.
Information
About
Over 4 weeks, students will learn how to build and implement an effective onboarding process, assess customer health, hire your first CS team member, and manage your customer’s voice.
Who Should Enroll
This course is designed for Customer Success leaders in early-stage startups looking to build out their Customer Success program and modify the customer experience.
Why Enroll
By the end of this course, you will be equipped with the knowledge and skills to:
- Create and implement a unique customer onboarding experience
- Score customer health using data and insights
- Hire CS support that meets company and customer needs
- Create a few key processes to share product feedback, escalations, advocacy opportunities, and more
Impact
Better set yourself and your company up for success by learning what it takes to build a CS team from scratch, allowing you to make informed decisions with confidence.
Curriculum
Session #1
Establishing an Effective Onboarding Process
March 7, 2023
By the end of this class, you will be able to:
- Identify and give your customers what they need
- Build a unique onboarding experience
- Measure and manage processes and their effectiveness
Session #2
Understanding Customer Health
March 14, 2023
By the end of this class, you will be able to:
- Use a scoring system based on data and insights to assess customer behavior and health
Session #3
Hiring your First Customer Success Professional
March 21, 2023
By the end of this class, you will be able to:
- Identify the type(s) of CS hires that can help you get your CS program off the ground
Session #4
Managing your Voice of Customer
March 28, 2023
By the end of this class, you will be able to:
- Work cross-functionally to define key processes to share product feedback, escalations, advocacy opportunities, and more
Frequently Asked Questions
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This course is included in the cost of a Pavilion Membership.
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At this time, this course is open to Pavilion Members only. Apply to join Pavilion to enroll.
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Due to the length of this course, there will be no cohorts.
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No, there is no final exam at the end of this course.
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This course starts on March 7, 2023, and lasts 4 weeks.
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Applications are currently closed.
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Live, virtual sessions occur weekly on Tuesdays from 3:00 pm – 4:30 pm ET.
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Yes, 100% attendance is required. We recommend that participants attend the live sessions for the optimal learning experience. However, watching session recordings count toward attendance for those who have scheduling conflicts or are in time zones where live attendance is a challenge.
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After successfully meeting attendance requirements, you will receive a certificate of completion for this course.