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Chief Customer Officer (CCO) School

September 22 – December 8, 2021 | Virtual | Applications Due September 3rd

Wednesdays, 12:00 p.m. – 1:30 p.m. ET plus Weekly Cohorts

For executive and associate members on an annual plan

About the Course

All too often, the leader of the Customer Success team in a company does not have a “seat at the revenue table.” The time has come for that practice to end, as churn reduction, expansion, and the customer experience have all become “table stakes” for companies that want to exceed their revenue and profit targets consistently.

During this 11-week course, you will learn strategies, tactics, and novel approaches to help you gain and keep your seat at the revenue table in the ever evolving and important role of the Chief Customer Officer. Completing this course will help you learn and develop your skills so you can build lasting relationships with your peers, gain more executive influence and lead your team to greater success.

Course Curriculum

We’ll cover all areas of being a successful and effective CCO, led by expert CCOs

The Customer Movement

Understanding the customer persona and experience.

The Fundamentals of Customer Success Leadership

Leading and aligning your customer success team.

Hiring and Scaling a CS team

Determining when, who and how to hire.


Going from Cost Center to Revenue Generating Team

Becoming a profitable team, financial modeling, and forecasting growth.

KPIs/OKRs and Performance Management

Training and growing your CS team’s skillset, motivating performance and establishing benchmarks.

Creating the Customer Journey

Mapping the customer experience, tracking sentiment, and NPS.


The CS Playbook

Activating, renewing and expansions of customers.


From Churn to Advocacy

Understanding churn, fighting it with data and creating advocates.


Sales and CS: Beauty and The Beast

Working together to maximize revenue impact.


Customer Sentiment Tracking: A Live Debate Panel

Debating the best way to benchmark and track customer health and sentiment.

A live CS Panel and final Q&A session

Getting the answers to all of your customer success questions.

Course Designers and Lecturers

More lecturers to be announced soon!

Leah Chaney

CEO, BetterGrowth

Andrew Shoaff

Customer Success Expert

Karen Dowse

SVP, EMEA Commercial, Mintel

Frequently Asked Questions

When will this course take place?

CCO School will occur weekly on Wednesdays from 12 p.m. – 1:30 p.m. ET starting September 22nd through December 8th, 2021.

Is this course for Members only?

Yes, you must be a Pavilion Executive or Associate Member on an Annual Plan. If you’re not a Member, apply here.

Who should apply for this course?

Members looking to build their skillset as a customer success leader who want to grow to a CCO.

When are applications due?

Applications are due no later than September 3rd, 2021. Click here to apply.

Is attendance mandatory?

Yes, at least 90% attendance is mandatory and expected for all sessions.

Will course sessions be recorded?

Yes, all course sessions will be recorded and shared.

What does the course cost?

This course is FREE to all Pavilion Executive or Associate Members on an Annual Plan.

What will I receive for course completion?

After successful completion of course, you will receive a certificate of completion for this course.

What if I'm not a member?

You must be a member to participate. Apply today to experience Pavilion Member benefits.