MoT #24: The Importance of Domain Expertise in Customer Success

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#24), Nimesh Mathur from Pluralsight discusses his perspective on the value for a customer that has a domain expert involved in delivering a positive outcome.

Episode #24, “The Importance of Domain Expertise in Customer Success” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

CSM Mastermind #7: How do I build authentic and productive relationships with my Sales colleagues?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

The next CSM Mastermind event, How do I build authentic and productive relationships with my Sales colleagues?, is scheduled for November 20th at 11am PT / 2pm ET.

Join our panelists - Shari Srebnick, Senior Manager Client Success at Searchmetrics; Carlos Sanchez, Client Engagement Manager at Forrester; and Chris Nelson, Customer Success Manager West at O'Reilly Media for a discussion on the practical ways you can build a strong foundation with Sales colleagues, including:

  • How can you help your Sales colleagues understand what a “best fit” vs. “bad fit” customer looks like?

  • What is the best way to help define expectations for new customers?

  • In your experience, what is the best way to handle a Sales to Customer Success handoff?

  • How can you communicate customer trends or indicators to Sales that will help demonstrate what a successful customer looks like?

  • How can you use to help Sales identify risk and uncover potential issues with customers during the sales discovery process?

To add this event to your calendar, submit questions for the panelists, or join the live event, visit the CSM Mastermind of the Learning Platform.

CSM Mastermind #6 - When you start a new CSM job, what are some of the things you should focus in the first few weeks?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

October's CSM Mastermind event, When you start a new CSM job, what are some of the things you should focus in the first few weeks?, is now available for replay in the CSM Mastermind section of the Learning Platform.

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MoT #23: Making a Great First Impression in Onboarding

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#23), Lauren Hayes Brown from BloomAPI discusses the importance of making that great first impression during the initial onboarding process and what can happen if that process goes awry.

Episode #23, “Making a Great First Impression in Onboarding” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

MoT #22: Change Management for Customer Success

Solo & Team Plans (except Launch)

In our latest Moments of Truth episode (#22), Toby Lucich from Return Leverage discusses the importance and value of leveraging Change Management tools and communication methods to drive adoption and ensure customers are reaching their desired outcomes.

Episode #22, “Change Management for Customer Success” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

Change Management for Customer Success

SuccessTRAINING Team Plan Only.

We are thrilled to announce the availability of the first Elective Course to be offered and the first course produced by a partner in our Open Learning initiative.

Our new Change Management for Customer Success course is now available to SuccessTRAINING Team subscribers as an Elective Course on our Learning Platform.

In your position as a Customer Success Manager, you play a crucial role in managing organizational change during key phases in the customer lifecycle and this course is designed to give you a foundational understanding of how to manage through that change and increase your likelihood of success.

In this course, we explore the concept of change management and, specifically, how it applies to Customer Success. Upon completion of this course, you will better understand how to assess, plan for, communicate and lead change so that you are able to achieve your desired outcomes.

To get started on this new course, visit the Elective Courses section of the Learning Platform.

Streamlined Dashboard

We take a lot of pride in providing a simple and straightforward learning experience to our learners.

With that in mind, we've streamlined our dashboard, integrating the CSM Mastermind and Moments of Truth sections into the main dashboard area to improve accessibility.

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In the coming months, you can expect to see more additions to your dashboard as we roll out exciting new resources and courses developed by our learning partners!

MoT#21: Simplicity in the Face of Complexity

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#21), Gavin Cummings from OverOps discusses how important it is to keep things simple even if you’re dealing with complex technologies, topics or situations.

Episode #21, “Simplicity in the Face of Complexity” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

MoT #20: What It Takes To Be Successful in Customer Success

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#20), David Verhaag from Olifano talks about how he got his start in customer success and provides some insight into the skills and capabilities required for someone to truly be successful in a customer success role.

Episode #20, “What It Takes To Be Successful in Customer Success” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

Brazilian Portuguese Closed Captioning

Customer Success departments are growing across the globe. As we work to make Customer Success training more accessible, one of the critical challenges that we needed to address was how we could provide more support for CSMs in non-English speaking countries.

Our initial efforts in this initiative are focused on supporting the growing Customer Success community in Brazil. To that end, we now have Brazilian Portuguese 🇧🇷captioning available for all of Certified CSM Level 1 courses.

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To activate the closed-captioned subtitles, click the CC icon on the course player and choose your desired language.

Additionally, we also now offer English language captions for the CCSM Level 1 courses to improve comprehension and support hearing impaired learners.

Captioning support for additional languages, and the remaining CCSM courses will be made available throughout the 2020 calendar year.