Building a CS Org from Scratch

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.

Course details

Enrollment type: On demand
Open to: Executive and Associate Members

Enroll on demand

Kristi Faltorusso, Instructor

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.

Connect with Kristi

Course curriculum

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.

Session 1:
Establishing an Effective Onboarding Process

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

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

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

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

Expected Results

By the end of this school, you will have the knowledge and skills to be able 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

Enroll on demand

Course FAQ

: This program is included in the cost of a Pavilion Membership. Not a member? Join now.
: At this time, this program is open to Pavilion Members only. Join Pavilion to enroll for free.
: Enroll on demand at any time.
: Due to this course being on demand, you can participate in sessions at your own pace.
: We ONLY offer Executives the opportunity to get certified in On Demand offerings, and we currently only offer certificates for these Executive-level offerings:

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