Ready to unlock your Leadership potential with our Toolkit

CS Leadership Foundations
Strong leadership = motivated teams, better decisions, and smoother sailing
- Evolving Landscape
- Strategic Thinking
- Communication & relationship building
- Finding your Values & Mission
- Building your leadership Style
- Not all skills are created equal
- Planification
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Build your CS Team
- Recruit Top Talent & Recruitment strategies and techniques
- Define skills and experience
- Define the budget and business case for a new headcount.
- Creating a career development culture
- Onboarding Best Practices
- Fostering a Customer-Centric Culture
- Diversity, Inclusion and Belonging
- Get to know your team activities
- Setting your team up for success
- Build your CSM brand
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Serve your CS team
- Coaching Frameworks
- Performance Management & Goal Setting & Motivation
- Skill and People Development
- Build a Network (Mentor, Buddy, skip level,...)
- Give Feedback
- Conflict Management (Tensions between colleagues, underperformance, ...)
- Mental Well-being and Stress Management
- Meeting Mastery
- 1-1 Meetings
- Unleash Your CS team's potential
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Customer journey
- Map & Segment the book of Business
- Identify where the revenue come from?
- Customer Onboarding
- Success Plans
- Rules of Engagement, Process
- Data Analysis, Metrics that matter, North Star
- Insights & storytelling
- Program to capture feedback, ideas
- Build User group, circle of Success
- Convert Customers to Raving fans
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Retention & Growth
- Customer Lifetime Value (CLV) Analysis
- Churn Management Strategies
- Growth Strategy and CS Initiatives
- Capture Value Realization
- Demonstrate ROI, Value Path
- Renewal discussion
- Cross-team collaboration with AE, CS, and Professional services to win the deal
- Upselling, cross-selling
- Reference program
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Cross-Functional
- Collaboration Strategies
- Account Planning
- Account-Based Marketing
- Whitespace analysis
- Stakeholder map
- Enablement team
- Building a successful cross-departmental strategy
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Growth Mindset
- List & resume of books to explore
- List of training and videos (Ted Talk, Youtube,...)
- Self-assessment
- The Power of Continuous Growth
- Identifying Learning Opportunities
- Connect with your Peers and Mentors
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Future of CS
- Emerging Tech
- Industry Trends
- Exploring the Cutting-Edge of CS
- Developing an Innovation Mindset
- Preparing for the Future of Customer Success
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