Overview
In today's competitive SaaS landscape, Customer Success is not just about maintaining relationships; it's about fostering growth and renewals as well as playing a strategic role in driving revenue. This three-week course is designed to empower Customer Success professionals and teams with the knowledge and strategies they need to excel in these critical areas.
Designer Bio
Layton Chaney is a thought leader and pioneer in the customer experience space. For over two decades, they have successfully grown and scaled companies while ensuring customers stay at the heart of the business and the focus of every step of the Customer Journey. As the founder and Chief Experience Officer of their consulting firm, BetterGrowth, they have coached start-up founders, Fortune 50-500 companies, and C-level executives on how to leverage the voice of the customer to increase their brand awareness and ROI.
They are also a fierce advocate for diversity in tech and have helped companies build their diversity, equity, and inclusion framework, recruiting practices, and training programs for underrepresented populations, especially within the intersections of the LGBTQIA+ community.
Information
Who Should Take
This course is designed for Revenue Operations professionals as well as CEOs and anyone interested in revenue growth.
Results to Expect
By the end of this course, you will have the knowledge and skills to be able to:
Enhance customer relationships, leading to increased upsell and cross-sell opportunities
Improve renewal rates and customer retention
Drive growth and revenue in your SaaS business
Homework, Assignments, or Expectations
No.
Attendance Requirements
100% attendance is required.
Outline
Session 1: The Foundation of Customer Expansion
By the end of this class, you will be able to:
Understand the significance of customer expansion in SaaS
Nurture customer relationships for long-term growth
Develop strategies for identifying and capitalizing on upselling and cross-selling opportunities
Session 2: Going Beyond the Renewal
By the end of this class, you will be able to:
- Use proven techniques to ensure high customer renewal rates
- Identify potential renewal risks and mitigate them effectively
- Turn challenges into opportunities for customer loyalty
Session 3: Earning a Seat at the Revenue Table
By the end of this class, you will be able to:
Position Customer Success as a revenue-driving department
Build strong communication bridges between Customer Success, Sales, and Marketing
Quantify and demonstrate the financial impact of Customer Success
Become the leader we know you can be
Develop your career alongside a powerful network of peers and enable your team to reach new heights