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Building Your Retention Playbook
Retention is more than having a playbook telling you when to contact a customer to discuss renewals. Retention is:
- Being able to project who will renew and ensure that you renew those who are on track
- Identifying who is at risk and executing a plan to change that outcome proactively
![Jan Young - Build Your Retention Playbook](https://www.joinpavilion.com/hs-fs/hubfs/Headshots%20for%20Pavilion%20University/Jan%20Young%20-%20Build%20Your%20Retention%20Playbook.png?width=300&height=300&name=Jan%20Young%20-%20Build%20Your%20Retention%20Playbook.png)
Jan Young, Instructor
Jan is an award-winning Customer Success leader who has transformed CS leaders into award-winning executive team leaders. She has served as VP of Client Services for two successfully exited startups.
Since 2016, Jan has been coaching and advising founders, startups, and Customer Success leaders on increasing revenue, go-to-market alignment, and customer-led growth. Her holistic approach has developed over time working in technology and startups since 2001 in various roles, including Marketing, Sales, Account Management, Project Manager, Product Owner, Professional Services, and Customer Success.
Course curriculum
This course is designed for CROs with responsibility for CS but no experience in post-sales motions, CMOs wanting to understand post-sales revenue for customer marketing messaging and goals, and CS leaders struggling with a systematic approach to improving retention.
Session 1:
Retention Assessment
By the end of this class, you will be able to:
- Identify your retention rates correctly
- Identify the processes you use to retain your customers successfully
- Improve customer retention by identifying and correcting systemic challenges
Session 2:
Retention Strategies & Playbooks
By the end of this class, you will be able to:
- Build your strategies and playbooks for Enterprise vs Mid-Market vs SMB
- Build your strategies and playbooks for monthly, annual, and multi-year deals and variations of business models
Session 3:
Team Structure, Workflows, Communication, Training
By the end of this class, you will be able to:
- Identify challenges in your current system and identify your optimal team structure
- Build a plan to address any challenges or communication gaps in your current workflows
- Build your optimal team structure by identifying any needed tools, processes, and skill gaps
Session 4:
Projections vs Quotas
By the end of this class, you will be able to:
- Identify key factors and data contributing to and signal renewals for your customer base and product(s)
- Build renewal projections, quotas, and pipelines for your business model, customer base segments, and product(s)
Expected Results
By the end of this school, you will have the knowledge and skills to be able to:
- Identify the challenges to improving retention at your company
- Build a plan to improve retention at your company that is appropriate for your business model, customer base segments, and product(s).
- Identify the current & optimal team structure, workflow, communication, tools, and skills needed to improve customer retention for your business model, customer base segments, and product(s).
- Identify and build your retention strategy and playbooks to improve your retention rates.
- Identify and build retention projections and pipelines.
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Course FAQ
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This program is included in the cost of a Pavilion Membership. Not a member? Join now.
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At this time, this program is open to Pavilion Members only. Join Pavilion to enroll for free.
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Enrollment has closed.
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Yes, 100% attendance is required. We recommend that participants attend the live sessions for the optimal learning experience.
However, watching session recordings counts toward attendance for those with scheduling conflicts or in time zones where live attendance is a challenge.
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Yes, session recordings are available if you cannot attend live.
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No, there is no final exam at the end of this course.
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After successfully meeting attendance requirements, you will receive a certificate of completion for this program.
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