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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.

2020 State Of Customer Success

The State of Customer Success in 2020

We gathered some amazing insights around areas like:

  • Where do CSMs spend most of their time (Onboarding, Adoption, Renewals, Expansion, etc)?
  • Are companies growing their customer success teams this year? Spoiler, YES, most companies are growing their success teams … even in 2020 😄😄
  • How are CS teams being compensated?

And there’s a bunch more to share!

Join us this Thursday (Sept 17th) at 12pm Mountain Time for a webinar Dave Blake (Founder / CEO of ClientSuccess) and Mark Stoddard (VP of Sales & Marketing) to talk through the 2020 results and answer your questions.

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Webinar Lessons Learned 3 Teams

Lessons Learned from Building 3 Customer Success Teams from Scratch

Christine is building her 3rd customer success team from the ground up right now. She has done this successfully twice before, and now she’s going to share what she has learned and how she is applying those lessons this time around!

We’re going to tackle topics like:

  • How to get other teams to take customer success seriously
  • What to consider when making your first customer success hire
  • When to specialize your customer success team (Support, Onboarding, etc)

And lots more!

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Ed Powers

Churn Prevention: How to Make Breakthroughs in Customer Success

Watch this exciting discussion with Ed Powers on “Churn Prevention: How to Make Breakthroughs in Customer Success.” 

We’re going help you break through any customer success performance plateaus by digging into topics like:

  • How to reduce your churn to less than 5% and increase expansion revenue more than 20%.
  • How to use data to identify where breakthroughs are possible
  • How to build the case for change
  • How to partner with your CEO to lead the action, step-by-step
  • A proven method to uncover and address “root causes”

Not only will you better understand, but you will learn to create a roadmap that will help you avoid churn in the first place.

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Ben Murray SaaS CFO

How to Calculate Upsell and Renewal Rate

Ben Murray, the SaaS CFO, shows us how to calculate upsell and renewal rates, and explains why they’re important metrics for your business.

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Scott Sambucci

How to Speed Up Onboarding, Reduce Churn, & Drive Sales/Success Alignment

Scott Sambucci is a sales coach for tech businesses and has an interesting discussion with Mark Stoddard, VP of Sales & Marketing at ClientSuccess. They discuss ways to speed up onboarding, reduce churn, and drive sales/success alignment.

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Sunny Harmon

Creating an Onboarding Program

Sunny Harmon, Director of Customer Success at Taskray, shares her thoughts on “Creating an Onboarding Program”. Listen to and learn about the best way to prepare and help each customer make the most of their own journey by having a solid onboarding program.

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Shari Srebnick

The Handoff: Sales to Customer Success

Shari Srebnick, Head of Client Success at Searchmetrics, will talk discuss “The Handoff: Sales to Customer Success.”

The first 90 days of your customer relationship are the most important. In this webinar, you’ll learn about the 4-part process that takes you from having a successful sale to a successful onboarding.

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How to Build a Cohesive Customer Success Team

Lauren Costella from will share her insights on “How to Build a Cohesive Customer Success Team.”

You’ll learn some really important strategies like:

  • What is a cohesive team and why it matters
  • What do you need to build a team
  • A few practical tips to implement today

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Get & Keep a Seat at the Table

Rav Dhaliwal, Partner at Crane Venture Partners, shares how customer success can “Get & Keep a Seat at the Table.”

Rav will show us how to define the importance of customer success at your company so everyone can see how much value you really add. He’ll cover not only what questions to ask yourself to find a seat at the table, but also how to secure that seat by managing the internal change management.

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Mark Roberge Promo Slide

The Most Important Pre-Requisite to Growth: Consistent Customer Success Creation

Mark Roberge, former CRO @HubSpot and professor at Harvard Business School, will be sharing his thoughts on “The Most Important Pre-Requisite to Growth: Consistent Customer Success Creation.”

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Matt M Webinar Slide

Survive or Thrive? Where Customer Success & Mental Health Clash

Matt Myszkowski, VP of Customer Success, EMEA from SAP, shares ways to understand the mental health of your team and the techniques you can use to help improve it. Matt currently runs a very large customer success team across EMEA and discusses a topic that’s very important in today’s climate: “Survive or Thrive? Where Customer Success & Mental Health Clash.”

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Mike Gospe CAB

Why You Need a Customer Advisory Board

In this webinar, Mike Gospe, Cofounder of Kickstart Alliance, will define what the most effective CAB scenarios look like today, how virtual engagement tools are supplementing in-person meetings, and where the opportunities are for CS leaders to become CAB advocates.

Specifically, we’ll explore:

  • What a Customer Advisory Board is and is not.
  • A practical way to use the virtual and offline tools you already have to execute a productive CAB meeting in 2020.
  • The role CS Leaders are playing to help their companies pivot their CAB program now.

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Mark Bissell Slide

Help! My CFO Won’t Let Me Grow Customer Success!

Mark Bissell, former COO & SVP of Customer Success at Jibe, shares ideas on how to make sure all of your proposals get green-lit by your CFO! Customer success leaders often get frustrated when their proposals get shot down by finance. Mark has a unique view because he’s been on both sides of the finance & customer success fence.

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Greg Daines Webinar

The Cardinal Sin of Client Success

Greg Daines, CEO of Client Velocity, talks about how the conventional approach to client success is profoundly reactive which hampers our ability to drive consistent client results.

Greg will teach several important topics including:

  • Simple techniques to start operating proactively
  • The four types of client success managers
  • The “cardinal sin” of client success (hint: it’s not churn! 😉).

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Dave Jackson

How Human Psychology Impacts Customer Success

Dave Jackson, CEO of TheCustomer.Co, presents “How Human Psychology Impacts Customer Success”. He’s going to pull from his decades of experience building software companies and customer success orgs to share some thought-provoking insights around “How Human Psychology Impacts Customer Success”. You’re sure to come away with some fantastic ideas to help you improve your CS team.

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Michael Redbord

Renewal Ops for Dummies

Michael Redbord, Former VP of Customer Success at HubSpot and current Head of Operations at SaaSWorks, shares some serious knowledge about how to build and run a renewal ops team. If you have anything to do with managing renewals at your company, or you’d like to improve your renewal system, make sure you watch this webinar!

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Julie Hogan

Using Both Customer Success & Customer Experience to Drive Growth

Julie Hogan, VP of Customer Experience at Drift, discusses the topic of “Using Both Customer Success & Experience To Drive Growth”. Julie will lead a discussion around some of the innovative things they’re doing at Drift to drive an awesome customer experience.

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Patrick Campbell

Whoever Keeps the Most Customers Wins

In this Customer Success Webinar, Patrick Campbell, CEO/Founder of Profitwell, presents “Whoever Keeps the Most Customers Wins”. Profitwell has done some incredible research into the state of the SaaS ecosystem and he’ll be sharing all the trends they’ve uncovered.

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Michael Harnum

Crisis of Confidence in Customer Success

Michael Harnum, CEO of ESG (Customer Success as a Service) discusses five foundational traits of successful customer success reps.

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Management vs. Micromanagement

In this webinar you will learn how to level up your game in multiple areas:

  • Using metrics-based goals to drive performance
  • How to run effective weekly 1-1’s
  • Driving effective coaching and performance transparency

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Donna Weber

What if your current customers were your only customers this year?

In this webinar you will learn how to:

  • Know the difference between onboarding accounts versus users
  • Onboard new users and new organizations in existing accounts
  • Onboard users to new product features and new products

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Andrew Marks

Ask Me Anything with Andrew Marks

Andrew Marks, Founder of SuccessHACKER, answers questions about customer success best practices, process management, coaching, leadership, and more. 

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How To Push Through Big Projects During the Slowdown

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

  • Choosing the right projects to focus on
  • How to get buy in to move forward
  • Dedicating time to get the projects done

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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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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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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 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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