On demand

CSM School

Advances in technology and customer expectations evolve at a rate that creates a knowledge gap among CS professionals. Without ongoing learning and honing of your skillset, that gap only widens. This school is designed to help you adapt and acquire the knowledge necessary to build and nurture CS relationships in an ever-shifting environment.

CSM School is an 8-week program that covers the latest strategies, best practices, and impactful trends in Customer Success. Whether you’re new to CS or a seasoned veteran, this is the how-to school that will ensure you stand out among your peers and clients.

Course details

Enrollment type: On-demand
Open to: Associate & Executive Members

Enroll in the Member Hub

Paulina Staszuk - CSM School

Paulina Staszuk, Instructor

Paulina Staszuk is a Customer Success leader, mentor, and educator. An expert in the field, Paulina has shone in high-level customer-facing roles across several industries. She has long been a proponent of placing customers’ needs at the heart of SaaS organizations’ missions, and an early champion for meaningful customer experiences. In her work with early- and mid-stage startups, she built and scaled teams and systems that empowered Customer Success professionals while driving revenues.

Connect with Paulina

Course curriculum

CSM School is for all Customer Success professionals whether you are in your first Customer Success role or a seasoned CS veteran. This course will help you acquire the essential skills and best practices necessary to stand out in an ever-evolving profession.

Session 1:
Foundations of CS Management

 

By the end of this class, you will be able to:

  • Better address what your customers value
    Prioritize your accounts
  • Set appropriate expectations with your team and your clients
  • Organize and plan your day/month/year for maximum efficiency as your book of customers grows

Session 2:
Mastering Value-Driven CS Meetings

 

By the end of this class, you will be able to:

  • Structure a successful onboarding plan
    Develop pre-onboarding surveys to get to know your customers
  • Avoid common onboarding mistakes
  • Design QBRs that will inspire customers, realign expectations, and work toward a common goal

Session 3:
Preventing Disengagement through CS

 

By the end of this class, you will be able to:

  • Uncover what really matters to your customers
  • Prevent customer disengagement
  • Re-engage customers

Session 4:
Un-Selling Sales to CSMs

 

By the end of this class, you will be able to:

  • Understand the difference between sales and positioning
  • Implement value-driven sales techniques

Session 5:
Advocating for your Customers and Creating Brand Advocates

 

By the end of this class, you will be able to:

  • Create customer-centricity: VoC and CAB
  • Use customer insights and data to create customer advocates
  • Understand how to lose a customer in less than 5 steps

Session 6:
Locking in your Upsells, Cross-Sells, and Renewals

 

By the end of this class, you will be able to:

  • Understand the language of up/cross-selling
  • Build effective plans for account expansions
  • Close deals and achieve big results
  • Build a strategic renewal process
  • Drive more effective renewals for your business

Session 7:
Career Planning, Data, and the Importance of Change Management

 

By the end of this class, you will be able to:

  • Leverage data to level up your career
  • Understand change management, one skill you need to master as a CSM

Session 8:
Leveling Up your CS Career

 

By the end of this class, you will be able to:

  • Build connections with your leadership team and peers
  • Better project manage
  • Better understand and leverage data
  • Level up to the Senior role outside of CS

Expected Results

By the end of this school, you will have the knowledge and skills to be able to:

  • Increase customer satisfaction scores
  • Improve customer adoption and engagement
  • Decrease churn rates
  • Increase NRR
Enroll in the Member Hub
A woman smiling during a conversation.

Course FAQ

This program is included in the cost of a Pavilion Membership. Not a member? Join now.

At this time, this program is open to Pavilion Members only. Join Pavilion to enroll for free.

Enroll on demand at any time.
Due to this course being on demand, you can participate in sessions at your own pace.

We ONLY offer Executives the opportunity to get certified in On Demand offerings, and we currently only offer certificates for these Executive-level offerings:

  • CRO School
  • CMO School
  • Enterprise GTM School

Join Pavilion to enroll in 60+ live and on demand courses

Develop your career alongside a powerful network of founders, CEOs, and sales, marketing, and customer success leaders.