On-demand

Retention & Renewals

At many companies, CS teams own customer retention but aren’t necessarily equipped with the strategies, skills, and processes in order to effectively close the deal. Retaining customers is more important than ever, especially in a turbulent economy. This course combines practical mechanics with sales strategy in order to enable CSMs and CS leaders to approach their renewals with more confidence.

Course details

Enrollment type: On-demand
Open to: Executive and Associate Members

Brooke Simmons, Instructor

Brooke is an experienced Customer Success leader, specializing in early-stage startups. She was an early team member at Outreach.io focused on building the foundation of customer success, value consulting, and value delivery.

After Outreach, Brooke joined Emotive and Spekit to help define and scale their customer success programs. Brooke lives in Southern California with her husband and two daughters.

Connect with Brooke

Course curriculum

This course is designed for individual CSMs and CS leaders who are responsible for customer retention or revenue for their companies.

Session 1:
Nailing the Renewal Process

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

Run an effective renewal process by breaking down the milestones, resources, and reports needed

Session 2:
Building a Renewal Strategy

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

Forecast customers into renewal categories
Strategize the renewal approach for each group

Session 3:
Planning for Risk

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

Implement risk mitigation tactics such as escalations and concessions

Session 4:
Developing Insights and Summarizing Results

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

Use data and feedback from your renewal process to drive leadership insights, as well as manage up to your executive team

Expected Results

By the end of this course, you will be equipped with the knowledge and skills to:

More accurately forecast renewals
Reduce churn
Increase NPS
Save clients and communicate with internal stakeholders confidently

A man having a thoughtful conversation with others.

Course FAQ

: This program is included in the cost of a Pavilion Membership. Not a member? Join now.
: At this time, this program is open to Pavilion Members only. Join Pavilion to enroll for free.
: Enroll on demand at any time.
: Due to this course being on demand, you can participate in sessions at your own pace.
: We ONLY offer Executives the opportunity to get certified in On Demand offerings, and we currently only offer certificates for these Executive-level offerings:

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