CSM School

July 14 – September 15, 2022 | Virtual | Applications Due June 30, 2022

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

Designed for Analysts and Associates, open to all Members on an annual plan

About the Course

CSM School is a ten-week certificate program structured around the latest strategies, best practices, and hacks in the field of Customer Success. Whether you’re new to CS or a seasoned veteran, this is the how-to course that will ensure you stand out among your peers and clients. Technological advances and customer expectations evolve at a rate that creates a knowledge gap among CS professionals. Without ongoing learning and honing of your skillset, that gap only widens. This course is designed to help you adapt and acquire the knowledge necessary to build and nurture CS relationships in an ever-shifting environment.

Course Curriculum

Designed for all Customer Success professionals looking to acquire the essential skills and best practices necessary to stand out in an ever-evolving profession.

Managing Accounts, Expectations, and Priorities

Learn how to plan your day, prioritize your accounts, and set expectations with your team and your clients.


Leading Engaging Kickoff and Onboarding Meetings

Learn the elements of a successful kickoff, pre-onboarding surveys, stakes to avoid and and how to get to know your customers.

De-escalating Tense Situations and Re-engaging Silent Accounts

Learn how to uncover what client stakeholders at different levels truly care about, how to use that information to tailor your message, prevent clients from disengaging and how to re-engage them when they do.

Creating Strategic Customer Success Plans and Executing Flawless QBRs

Learn how to build and escalate customer-centric success plans, keep your customers engaged and excited about working with you and how to design QBRs.

Sales, without Sounding Sales-ey

Understand the difference between sales and positioning and learn value-driven sales techniques.

Effective Upselling, Cross-selling, and Driving Account Expansions

Understand the language of up/cross selling, planning for account expansions, and how to ‘close’ deals and achieve big results.

Advocating for your Customers and Creating Customer Advocates

How to create customer-centricity, use customer insights and data to create customer advocates and how to lose a customer.

Retaining and Renewing your Customers

Understanding renewal and the customer life-cycle, things to consider for customer retention and renewal, and common pitfalls and mistakes to avoid.

Leveling up your CS Career

Understand how to create a human connection with your leadership team and peers, level up your project management skills, and how to level up into a senior role outside of CS.

Leveraging PLG to succeed in CS

Learn what the PLG movement is, how to know whether you’re in a PLG company, and how to use PLG pillars to help you connect with your clients, measure their success, and stay one step ahead of your goals.

About the Dean

Paulina Staszuk is a Customer Success leader, mentor, and educator. An expert in the field, Paulina has shone in high level customer-facing roles across several industries. She has long been a proponent of placing customers’ needs at the heart of SaaS organizations’ missions, and an early champion for meaningful customer experiences. In her work with early- and mid-stage startups, she built and scaled teams and systems that empowered Customer Success professionals while driving revenues. Paulina is a natural leader with an analytical mind; she provides both the impetus and clarity vital to pushing a project forward through uncertainty. Ever inquisitive, learning and discovery are integral to her process, both as an individual and in leadership roles. Paulina thrives when working with teams of people-focused individuals with growth and innovation as their common goals. Meaningful connections are critical to Paulina’s professional life, and some of her driving values are candor, compassion, and collaboration. As the current Global Head of Customer Success and Support at Perpetua, she assembles and supports high-performing CS teams all over the world.

Frequently Asked Questions

When will this course take place?

CSM School will occur weekly on Thursdays from 12 p.m. – 1:30 p.m. ET starting July 14th through September 15th, 2022.

Is this course for Members only?

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

Who should apply for this course?

CS professionals looking to acquire the essential skills and best practices necessary to stand out in an ever-evolving profession.

When are applications due?

Applications are due no later than June 30th, 2022.

Is attendance mandatory?

Yes, at least 80% 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 included with a Pavilion Annual Membership.

What will I receive for course completion?

After successfully meeting all requirements, you will receive a certificate of completion.

What if I'm not a member?

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

Ready to Apply?