CS IC: Revenue & Expansion

In today's competitive SaaS landscape, Customer Success is not just about maintaining relationships; it's about fostering growth and renewals as well as playing a strategic role in driving revenue. This three-week course is designed to empower Customer Success professionals and teams with the knowledge and strategies they need to excel in these critical areas.

Course details

Open to: Executive and Associate Members

Enrollment Closed. View Course Catalog >>

Layton Chaney - CS IC_ Revenue & Expansion

Layton Chaney, Instructor

Layton Chaney is a thought leader and pioneer in the customer experience space. For over two decades, they have successfully grown and scaled companies while ensuring customers stay at the heart of the business and the focus of every step of the Customer Journey. As the founder and Chief Experience Officer of their consulting firm, BetterGrowth, they have coached start-up founders, Fortune 50-500 companies, and C-level executives on how to leverage the voice of the customer to increase their brand awareness and ROI.

They are also a fierce advocate for diversity in tech and have helped companies build their diversity, equity, and inclusion framework, recruiting practices, and training programs for underrepresented populations, especially within the intersections of the LGBTQIA+ community.

Connect with Layton

Course curriculum

This course is designed for Revenue Operations professionals as well as CEOs and anyone interested in revenue growth.

Session 1:
The Foundation of Customer Expansion

 

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

  • Understand the significance of customer expansion in SaaS
  • Nurture customer relationships for long-term growth
  • Develop strategies for identifying and capitalizing on upselling and cross-selling opportunities

Session 2:
Going Beyond the Renewal

 

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

  • Use proven techniques to ensure high customer renewal rates
  • Identify potential renewal risks and mitigate them effectively
  • Turn challenges into opportunities for customer loyalty

Session 3:
Earning a Seat at the Revenue Table

 

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

  • Position Customer Success as a revenue-driving department
  • Build strong communication bridges between Customer Success, Sales, and Marketing
  • Quantify and demonstrate the financial impact of Customer Success

Expected Results

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

  • Better manage the month-end close process including paying vendors and employees as well as getting paid by customers in a timely manner
  • Set up financial models and reporting including an operating cadence around financial planning and budgeting that allows you to better track the business and finances
  • Partner with SalesOps and PeopleOps to build financial reporting and compliance
  • Structure a finance team including assigning key roles and responsibilities as well as structure your hiring and interviewing process to identify top talent

Enrollment Closed. View Course Catalog >>
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Course FAQ

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