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Customer Success Webinar Series

Learn the secrets of the customer success industry through these high-impact webinars targeted at a variety of topics for customer success professionals.

Cs Leadership

Customer Success Leadership Webinar Series

Over the next 3 weeks, we will be hosting a special Customer Success Leadership Webinar Series where 6 leaders will share insights into how to build and scale a customer success team.  The webinars will be held each Tuesday and Thursday at 12:00 PM, Mountain Time.

  • Tue 3/24: Star Hofer, VP of Customer Success @ eCompliance
  • Thu 3/26: Maranda Dziekonski, VP of Customer Success & People Ops @ Swiftly
  • Tue 3/31: Jay Nathan, Founder @ Customer Imperative
  • Thu 4/2:  Julie Persofsky, MD of Customer Success @ Winning By Design
  • Tue 4/7: Jim Kalbach, Head of Customer Experience @ MURAL
  • Thu 4/9: Megan Macaluso, VP of Strategic Development @ ESG

Register now to be enrolled in all 6 webinars.

Register for Webinar

Jobs To Be Done

Jobs To Be Done Playbook

In this webinar we’ll discuss:

  • How the Jobs To Be Done methodology helps organizations turn market insight into action
  • How to make offerings people want, as well as make people want your offering
  • How to apply this framework to customer success teams so you can drive more value to customers. 

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Julie2

Dealing with the New New

In this webinar we’ll touch on the following areas:

  • The New Realities of the Current Work Environment
  • Six Keys to Remote Success
  • Q&A on the “New Normal”

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Jay Nathan

Cultivating Customer Relationships Through Crisis

In this webinar we’ll touch on the following areas:

  • Focus on retaining customers, even at the cost of some revenue now
  • Proactively communicating with all customers
  • Personalizing customer communications

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Maranda

How To Balance Customer Empathy & Business Needs During Turbulent Times

In this webinar you will learn:

  • How to show empathy for customer’s circumstances while looking after the for the best interest of your business.
  • Tactics for handling customer requests around cancellation & delayed payment.
  • How to assess whether your product is essential and then prepare your customer responses accordingly.

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Star Hofer

How To Measure The Strength of Your Customer Relationships

In this webinar you will learn:

  • How to measure the DEPTH of your customer relationships
  • How to measure the STRENGTH of your customer relationships
  • Ways to reduce and mitigate the risk of having your champion leave

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Elevate Cs In Board Room

Elevate Customer Success in the Board Room

In this webinar you will learn:

  • Why Customer Success should be a part of the Board Room discussion
  • How to prepare for and present in Board Meetings
  • How to create stellar slides using proven templates

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Ziv Peled Webinar

How We Became a Customer-Obsessed Company

In this webinar you will learn:

  • How to get your CEO on board with building a customer-obsessed culture
  • How to help product & engineering to interact more with customers
  • Delivering WOW experiences, even in B2B
  • Combining Customer Outcome and Customer Experience to deliver true Customer Success

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Top 6 Trends In Cs Play

Top 6 Trends in Customer Success: A Review of the 2019 CS100 Summit

In this webinar you will learn:

  • The top three excuses that customer success teams make and how to fix them
  • How to build a customer-centric culture
  • Best ways to marry your product team with your customer success team
  • Creating a customer journey map and how it can decrease churn
  • How to decide who should ‘own’ the customer at each stage of the lifecycle
  • Using the Jobs-To-Be-Done framework to craft effective customer experience journeys

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Webinar Outcome Based Customer Success

Outcome-based Customer Success: Moving Past Adoption

In this webinar, you’ll learn:

  • Why SAP, Adobe, Mulesoft, ServiceNow, Salesforce and many more have already adopted an outcome approach
  • Why a focus on outcomes improves product adoption
  • How to use outcomes to reach senior customer executives and stay there
  • How outcomes create passionate customers
  • How to implement outcome-based customer success

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Customer Succcess Webinar Greg Daines

3 Surprising Ideas, 3 Deadly Fallacies, 3 Essential Insights

In this webinar you will learn:

  • Why customer happiness doesn’t necessarily equal increased retention
  • Why customers don’t want just your product
  • Why customer behavior is more important than technology
  • The top three reasons customers churn and what to do about it
  • Why your customer success team should be in the change management business

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Customer Success Webinar Series How To Build A Customer Education Program

How to Design a Customer Education Strategy

In this webinar you will learn:

  • Why you need a customer education strategy
  • Why you need to learn how to design one
  • Examples of how different companies use different strategies to solve different problems
  • How customer education can impact customer outcomes
  • How to design a customer education strategy

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Customer Advocacy Programs

The Customer Advocacy Ladder

In this webinar you will learn:

  • What is customer advocacy and what are the benefits of a customer advocacy program
  • Steps to build out a successful customer advocacy program at scale
  • How to prioritize and organize your customer advocacy program
  • The customer advocacy ladder framework

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Customer Success Webinar Best Practices Onboarding Adoption

How to Nail Onboarding and Adoption

In this webinar you will learn:

  • Pre-Onboarding – 3 Essential Pre-Onboarding Principles: Sam Feil, ClientSuccess
  • Onboarding – 3 Keys to Effective Onboarding: Erica Newell, Marketware
  • Adoption – How to Sell the Value of Change: McKayl Bergman, Lucid Software

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Churn Probability Score Customer Success Best Practices

Churn Probability Score

In this webinar you will learn:

• What is a Churn Probability Score (CPS)
• How to set up and use your own CPS
• How a CPS framework can create predictability toward customer success
• A few real life examples of CPS in action.
• CPS will help you know where you may have risks in your customer accounts
• CPS will help you predict when risk is going to occur
• CSP will help you develop a plan to manage through that risk
• How to communicate internally and externally to stake holders about risk
• Learn to resolve as much risk as possible, helping you drive toward success

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Strategies Of Top Performing Customer Success Teams

5 Strategies of Top Performing Customer Success Teams

In this webinar you will learn:

  • 5 standout customer success strategies of top performing customer success teams
  • Real-world case studies and examples of peers like you
  • What should the charter be of your customer success organization?
  • How customer outcomes are measured
  • Where CS sits in the company based on the research
  • What the top performing customer success teams are measuring

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Customer Success Webinars Greg Daines

The One Question That Will Transform Your Customer Success Strategy

In this webinar you will learn:

  • The one simple question that will transform your customer success strategy
  • How to develop a success analysis of your customer base
  • Why you should stop studying failure to understand customer success
  • How to develop a process to know why your customers stay with you
  • The process to identify, select, and conduct customer research that tell you why they stay
  • Research data that supports the focus on the new question Greg will unveil
  • Why customers leave when they no longer have a compelling reason to stay

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Clientsuccess Customer Success Webinar How To Handle Churn

How to Handle Churn as an Organization and Keep Your Company Focused on Growth

In this webinar you will learn:

  • How to evaluate the main cause of churn and what to do about it
  • The key things to look at when assessing churn
  • Why product should be the ultimate owner of churn
  • What customer success should focus on to make companies more successful
  • An overview of “The Sales SaaS Method for Customer Success.”
  • How to exponentially drive expansion revenue by ignoring renewals

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Product Led Customer Success

Product-Led Customer Success: What, How, & Why

In this webinar you will learn:

  • The current state of customer success
  • The challenges facing customer success today
  • Intro to product-led customer success
  • Why the product is key to customer success
  • Why product-led customer success will be adopted by the best in SaaS
  • How to implement product-led customer success at scale
  • What the future holds for innovative customer success companies

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Customer Success Where Should Customer Success Live Webinar

Where Should Customer Success Live and Who Owns the Number?

In this webinar you will learn:

  • Where should customer success live in your organization
  • You will learn a model to determine ARR ownership
  • What does it mean to “own” a customer
  • How does customer relationship complexity factor in?
  • You will learn two models (Inside Customer Success & Enterprise Customer Success)
  • Who should own customer engagement activities

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Webinar G2 Crowd Clientsuccess

The Game Changing Impact of Customer Advocacy

In this webinar you will learn:

  • The importance of customer advocacy and the impact it can have
  • How to capture the customer’s voice through reviews
  • How to use reviews to amplify the customer’s voice
  • How to identify when a customer is in the early stages of churn
  • Best practices for gathering reviews

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Continuous Onboarding

Why Continuous Onboarding is Critical for Your Business

This webinar will teach you to:

  • Know the difference between onboarding accounts versus users
  • Deal with customer user turnover
  • Onboard new users and new organizations in existing accounts
  • Onboard users to new product features and new products
  • Onboard customers to their next phase of the customer maturity lifecycle

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Customer Success Trust Framework Webinar

The Customer Success Trust Framework

The webinar is centered around questions such as:

  • What type of relationship reduces churn?
  • How is trust formed with your customers?
  • What factors make up trust?
  • Where do you start building trust?
  • What are the most frequent causes of churn?

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Customer Success Webinar Customer Health Score

How to Build Out Your Customer Health Score Using the Customer Maturity Index

In this webinar you will learn:

  • Why your customer health score may be useless and what to do about it
  • The difference between customer health scoring and the customer maturity index
  • 4 principles of the Customer Maturity Index
  • The framework to calculate the Customer Maturity Index (CMI)

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Customer Success Maturity Model Metrics

The Customer Success Maturity Model

This is what you’ll learn during the webinar:

  • Foundational pillars of the customer success maturity model
  • Industry leading processes that drive predictable outcomes and revenue
  • How to move from reactive to proactive customer success
  • When and who to hire to scale your customer success organization
  • Customer success metrics that drive results and revenue
  • How to unite your entire company around customer success
  • How to build and align the customer journey map and experience

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Customer Success Metrics Guide

The Ultimate Guide to Customer Success SaaS Metrics

This is what you’ll learn during the webinar:

  • Popular metrics for customer success
  • How to align your metrics across the organization
  • How to begin to measure metrics
  • How to create baselines and measure improvement
  • Best practices to keep metrics simple and relevant

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Customer Success Webinar Top 5 Mistakes In Customer Success Strategy 1

5 Top Mistakes In Building Out Your Customer Success Strategy

In this webinar you will learn:

  • Intro to the top common customer success mistakes
  • Top five solutions to the common mistakes
  • How to avoid many of the common customer success strategy mistakes
  • How to align your organization around customer success as a culture
  • Real-world case studies, examples, and experiences
  • How to drive growth during the customer success process
  • What it means to put the customer at the center of your strategy

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Customer Success Webinar Pitfalls To Avoid During The Post Sale Process

Customer Success Pitfalls to Avoid During the Post-Sale Process

This is what you’ll learn during the webinar:

  • How to approach post-sale lifecycle management with your customers
  • What approach to take to build the customer journey map
  • The best ways to drive adoption and show value after onboarding is complete

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Customer Success Product Metrics

5 Metrics that Matter to Customer Success and Product Teams

This is what you’ll learn during the webinar:

  • 5 Key indicators vital for both product and customer success
  • How to measure the ongoing value your customers are getting from your product
  • User engagement patterns
  • Overlapping metrics between customer success and product
  • How the two teams can become more collaborative

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Customer Success Webinar How To Invest Scale Customer Success

When to Invest, Specialize, and Scale Customer Success

This is what you’ll learn during the webinar:

  • When is the right time to invest in customer success
  • When and how to specialize the roles on your post-sales team
  • What factors to consider when determining roles and hiring profile
  • How to justify or fund the continued investment
  • How to partner with other functions to drive growth

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