Customer Success Through an Economic Downturn

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Members

$949

$499

Closed

Teams

$949

Included in Membership

Closed

Overview

As we enter a period of economic uncertainty, companies are shrinking budgets, reducing headcount, and slowing their growth. Customer success is on the frontlines of seeing the impact of a downturn and must prepare to weather the storm while reducing churn and expanding accounts.

Led by experts in customer success, this course will teach students the impactful tactics on forecasting and planning for change, including building a risk mitigation strategy, identifying opportunities for value-adds with customers, forecasting churn and upsell revenue, and optimizing internal processes.

Not only will you learn how to positively impact your company during these times, you will also learn how to boost your career trajectory and stand out as an impactful leader within your organization.

Designers

David Newton, VP of Product and Customer Success at HANDLE Global

David Newton

VP of Product and Customer Success at HANDLE Global

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Priyanka Upendra, Sr. Director of Customer Success at ASIMILY

Priyanka Upendra

Sr. Director of Customer Success at ASIMILY

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Shannon Schweser, Director of Customer Success, Life Sciences at Egnyte

Shannon Schweser

Director of Customer Success, Life Sciences at Egnyte

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Information

About

Customer success is on the frontlines of seeing the impact of a downturn, and must prepare to weather the storm while reducing churn and expanding accounts.

Led by experts in customer success, this course will teach students the impactful tactics on forecasting and planning for change, including building a risk mitigation strategy, identifying opportunities for value-adds with customers, forecasting churn and upsell revenue, and optimizing internal processes.

Who Should Enroll

This course will be most impactful for customer success leaders and operators who are Analyst or Associate Pavilion Members. But, this course is open to ALL Membership levels – so any executive interested in this course can enroll.

Impact

By the end of this course, you will:

  • Reduce churn and grow revenue within your customer base
  • Increase ROI for your customers
  • Maintain strong NPS by positioning your company as a trusted partner
  • Increase renewals by designing creative contract structures and processes

Why Enroll

As we enter a period of economic uncertainty, companies are shrinking budgets, reducing headcount, and slowing their growth. Customer success is on the frontlines of seeing the impact of a downturn, and must prepare to weather the storm while reducing churn and expanding accounts.

 

 

Curriculum

Session #1
Forecasting and Planning for Change

By the end of this class, you will be able to:

  • Explain the impact of an economic downturn on SaaS businesses and apply those learnings to your company
  • Identify and avoid business risks (including churn, cost management, and employee RIFs)
  • Build a risk mitigation strategy

Session #2
Demonstrating Value and Empathy in a Downturn

By the end of this class, you will be able to:

  • Redefine your CS strategy to successfully navigate a downturn
  • Craft internal and external communication to ensure rapid recovery from downturn
  • Add value to existing customers through creative and innovative strategies
  • Define the essential traits for maintaining a value-driven culture within your organization

Session #3
Flexing your CS Fundamentals During Change

By the end of this class, you will be able to:

  • Measure and optimize your KPIs to understand which tactics and strategies are positively impacting your business
  • Identify areas for quick wins to drive scalable improvements in churn and revenue
  • Define new high-risk junctions

Session #4
Now What?

By the end of this class, you will be able to:

  • Quantify the ways you have driven impact on your business to drive career development opportunities
  • Develop a plan for showcasing and implementing key learnings within your team and organization

Members

$949

$499

Closed

Teams

$949

Included in Membership

Closed

Frequently Asked Questions

At this time, this course is open to Pavilion Members only. Apply to join Pavilion to enroll.

Due to the length of this course, there will be no cohorts.

Applications are currently closed.

Yes, there is a final exam at the end of this course. A passing score of 80% must be attained in order to receive your certificate.

Yes, 100% attendance is required. We recommend that participants attend the live sessions for the optimal learning experience, but watching session recordings counts towards attendance for those who have scheduling conflicts or are in time zones where live attendance is a challenge.

After successfully meeting attendance requirements and passing the final exam, you will receive a certificate that you can add to your Licenses and Certification Section on LinkedIn.

This is an elective course offered to all Pavilion Members. Individual Members can enroll in this course at a discounted rate of $499, regularly $949. Teams Members (our corporate members) have this course included in their cost of membership.

Pavilion is proud to offer over 35 courses led by award-winning instructors as part of our Core curriculum, all included in the cost of Pavilion Membership. Comparable courses in the market cost $2-5k+, and we’re able to offer all Core courses within the cost of Pavilion Membership.

As we continue to expand our course offerings, we are adding Electives to our offerings which we make available to Pavilion Members at a discounted rate. We are confident that Pavilion remains one of the most impactful investments you can make for your career.

Applications are currently closed.

Applications are currently closed.

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