Building a CS Org from Scratch
There comes a time in every SaaS company’s journey when they have acquired enough customers and customer revenue to manage how customers are brought in methodically. This is when you need to set yourself up for success with the proper software – and that requires a Customer Success motion.
In this course, you’ll learn how a successful CS department doesn’t require a fully built-out CS team with layers of management on day one. However, there are a few critical steps that will help ensure you are establishing a solid foundation during these early stages.
Course details
Enrollment type: On demand
Open to: Executive and Associate Members
Kristi Faltorusso, Instructor
Kristi Faltorusso is an award-winning Customer Success Executive with experience in building, scaling, and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade, she has helped many companies redefine Customer Success resulting in increased retention, long-term revenue growth, and customer advocacy.
Course curriculum
This course is designed for Customer Success leaders in early-stage startups looking to build out their Customer Success program and modify the customer experience.
Session 1:
Establishing an Effective Onboarding Process
By the end of this class, you will be able to:
- Identify and give your customers what they need
- Build a unique onboarding experience
- Measure and manage processes and their effectiveness
Session 2:
Understanding Customer Health
By the end of this class, you will be able to:
- Use a scoring system based on data and insights to assess customer behavior and health
Session 3:
Hiring your First Customer Success Professional
By the end of this class, you will be able to:
- Identify the type(s) of CS hires that can help you get your CS program off the ground
Session 4:
Managing your Voice of Customer
By the end of this class, you will be able to:
- Work cross-functionally to define key processes to share product feedback, escalations, advocacy opportunities, and more
Expected Results
By the end of this school, you will have the knowledge and skills to be able to:
- Create and implement a unique customer onboarding experience
- Score customer health using data and insights
- Hire CS support that meets company and customer needs
- Create a few key processes to share product feedback, escalations, advocacy opportunities, and more
Course FAQ
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This program is included in the cost of a Pavilion Membership. Not a member? Join now.
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At this time, this program is open to Pavilion Members only. Join Pavilion to enroll for free.
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Enroll on demand at any time.
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Due to this course being on demand, you can participate in sessions at your own pace.
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We ONLY offer Executives the opportunity to get certified in On Demand offerings, and we currently only offer certificates for these Executive-level offerings:
- CRO School
- CMO School
- Enterprise GTM School
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