Book a call Book a call
Menu
ServicesExpertiseReferencesResourcesContact Français Book a call

Service 03 · Training & coaching

Training and coaching for customer success teams

Tailored programmes for your Customer Success Managers and their leaders, with a hands-on approach and a CSM methodology aligned with your processes and your CRM.

Book a call

What your teams learn

  • Build strong relationships with your customers.
  • Develop a deep understanding of their needs and expectations.
  • Deliver exceptional service that drives your business’s success.
  • Work together to solve complex customer problems.
  • Improve customer retention and overall satisfaction.

Programmes

01

The fundamentals: becoming a Customer Success Manager

Seven modules for a complete view of the role: introduction to customer success, end-to-end CSM steps, building and maintaining customer relationships, effective communication, collaborating with internal stakeholders, and using data to drive satisfaction and retention.

Live online · 5 weeks, 4 to 6 hours a week · up to 15 participants TO CONFIRM

02

The experts: leading a team of CSMs

For leaders of Customer Success Manager teams who want to strengthen their leadership: the qualities, mindset and soft skills essential to lead in customer success.

03

Rise to Success: thriving as a new manager

For newly appointed managers: responsibilities and expectations, communication, time management and delegation, performance management and feedback, problem solving, team building and leadership, case studies, then an individual action plan. One-to-one and group sessions.

Live online · 3 days · up to 8 participants TO CONFIRM

04

Workshop: supporting your CS team through the storm

Practical methods, real-life scenarios and step-by-step guidance to support your teams in difficult times: staying on course, keeping morale up, improving continuously. Every participant leaves with actionable takeaways.

05

Leadership and career coaching

One-to-one coaching, or for your leadership team, led by a professional who has held these roles up to global customer success leadership. Interview preparation included. A first conversation to understand your needs, a tailored plan proposal, then your sessions are scheduled.

Tailored topics

  • Effective communication, building customer trust, customer-centricity.
  • Managing challenging situations and customers.
  • Turning a complaint into an opportunity.
  • A problem-solving mindset.
  • Managing escalations.
  • Identifying an at-risk customer.

Testimonial

“I was grateful to have an insightful and rich coaching session with Hanène. She quickly grasped my strengths and areas for development, offering relevant advice tailored to my career aspirations. I wholeheartedly recommend Hanène as a career coach.”
Customer Success Manager, London

Other services

Customer success audit and consulting

Audit of your customer success organisation, strategy, KPIs, global team design, playbooks and CSM handbook, with hands-on implementation support.

Learn more

Customer success interim management and fractional leadership

A seasoned customer success leader takes charge of your team during a transition or on a fractional basis: continuity, performance and customer satisfaction.

Learn more