Optimizing CS Teams

Gain the expertise needed to excel in customer success leadership roles and make a lasting impact on your organization through our dynamic course, Optimizing CS Teams. Over three engaging sessions, you'll master the art of optimizing customer success teams, unlocking their full potential to achieve remarkable outcomes.

Through interactive discussions, real-world case studies, and practical exercises, you'll build a strong foundation, maximize team performance, and learn to lead through challenges for sustained success. Enroll now and embrace your potential as a customer success leader driving exceptional results.

Enrollment Closed. View Course Catalog >>

Layton Chaney - CS IC_ Revenue & Expansion

Layton Chayney, Instructor

Layton Chaney is a thought leader and pioneer in the customer experience space. For over two decades, he has 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 has 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.

He is 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 anyone who touches customer experience or revenue retention at an executive level.

Session 1:
Building a Strong Foundation for Customer Success Teams

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

Understand key principles for building a customer-centric culture
Determine the right team structure based on organizational goals and customer needs
Identify essential skills and competencies for customer success roles
Execute strategies for effective recruitment, selection, and onboarding processes
Defining roles within customer success teams

Session 2:
Maximizing Team Performance and Productivity

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

Set Performance Metrics and Goals
Execute strategies for fostering collaboration, recognition, and employee engagement
Know best practices for internal and external communication within customer success teams
Leverage coaching and mentoring to develop team members
Execute Strategies for constructive feedback and performance improvement

Session 3:
Leading Through Challenges and Ensuring Sustainable Success

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

Understand customer expectations and emerging market trends
Execute strategies for adapting and evolving customer success approaches
Identify signs of scalability and strategies for team expansion
Ensure consistent service quality during periods of growth
Demonstrate the value of customer success initiatives to key stakeholders
Present success stories and customer testimonials to highlight achievements
Cultivate resilience and empathy in customer success leadership

Expected Results

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

Determine the right team structure and roles based on organizational goals and customer needs
Set performance metrics and goals as well as execute strategies for fostering collaboration, recognition, and employee engagement
Execute strategies for adapting and evolving customer success approaches ensuring consistent service quality during periods of growth

Enrollment Closed. View Course Catalog >>