Optimizing CS Teams

Function: Customer Success

Overview

Gain the expertise needed to excel in customer success leadership roles and make a lasting impact on your organization through our dynamic course, Optimizing CS Teams. Over three engaging sessions, you'll master the art of optimizing customer success teams, unlocking their full potential to achieve remarkable outcomes. 


Through interactive discussions, real-world case studies, and practical exercises, you'll build a strong foundation, maximize team performance, and learn to lead through challenges for sustained success. Enroll now and embrace your potential as a customer success leader driving exceptional results.

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 anyone who touches customer experience or revenue retention at an executive level.

Results to Expect

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

  • Determine the right team structure and roles based on organizational goals and customer needs; 

  • Set performance metrics and goals as well as execute strategies for fostering collaboration, recognition, and employee engagement;

  • Execute strategies for adapting and evolving customer success approaches ensuring consistent service quality during periods of growth

Homework, Assignments, or Expectations

No

Attendance Requirements

After successfully meeting attendance requirements of 100%, you will receive a certificate of completion for this course.

Outline

Session 1: Building a Strong Foundation for Customer Success Teams

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

  • Understand key principles for building a customer-centric culture

  • Determine the right team structure based on organizational goals and customer needs

  • Identify essential skills and competencies for customer success roles

  • Execute strategies for effective recruitment, selection, and onboarding processes

  • Defining roles within customer success teams



Session 2: Maximizing Team Performance and Productivity

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

  • Set Performance Metrics and Goals

  • Execute strategies for fostering collaboration, recognition, and employee engagement

  • Know best practices for internal and external communication within customer success teams

  • Leverage coaching and mentoring to develop team members

  • Execute Strategies for constructive feedback and performance improvement


Session 3:  Leading Through Challenges and Ensuring Sustainable Success

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

  • Understand customer expectations and emerging market trends

  • Execute strategies for adapting and evolving customer success approaches

  • Identify signs of scalability and strategies for team expansion

  • Ensure consistent service quality during periods of growth

  • Demonstrate the value of customer success initiatives to key stakeholders

  • Present success stories and customer testimonials to highlight achievements

  • Cultivate resilience and empathy in customer success leadership


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