Retention & Renewals

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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.

Brooke Simmons


Brooke Simmons is an experienced Customer Success leader, specializing in early-stage startups. She was an early team member at 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.



CS teams are often not equipped with the necessary sales skills to effectively drive the renewal process. In this 4-week course, students will learn how to effectively run renewals, how to build a renewal strategy, how to plan for risk, and how to use data and feedback to communicate leadership insights and manage up.

Who Should Enroll

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


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

Why Enroll

You might be familiar with The Pareto Principle, that 80% of profits come from 20% of one’s customer base. This puts a lot of emphasis on CS teams performing well and driving renewals. This also makes having an understanding of how to effectively strategize renewals, mitigate risk, and leverage customer data critical for repeat business.


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

Frequently Asked Questions

This course is included in the cost of a Pavilion Executive Membership.

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

This school starts on January 25th, and runs through April 4th.

Enrollment is closed.

Live, virtual sessions occur weekly on Thursdays from 1:00 pm – 2:30 pm ET.

Yes, there will be cohorts for this school. Cohorts meet once per week at a selected day/time during the duration of the program.

Due to the peer element of Pavilion University, we see increased engagement from students which strengthens your ability to recall and apply learnings.

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

Yes, 80% attendance is required. We recommend that participants attend the live sessions for the optimal learning experience, but watching session recordings count toward 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.

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