Training: Skills for Senior CSMs - Customer Success Network

Events and MeetUps

Search through the calendar for our latest Events and Meetups

Loading Events

« All Events

  • This event has passed.

Training: Skills for Senior CSMs

23 September, 2019 @ 8:30 am - 4:30 pm


Customer Success Network is offering a one-day training program for established CSM’s looking to upgrade their skills in readiness for the next step in their careers.

The program is designed around four themes:

  1. KNOW YOUR NUMBERS Understanding just how customer success affects the financial performance of your company is vital if you are to make the right decisions. You will learn how CS impacts your company’s financial performance, build a business case and a CS profit and loss account, enabling you to have grown up conversations with your CFO and CEO.
  2. INFLUENCE YOUR PEERS Success in customer success needs more than a good CS team. The best companies align sales, marketing and product with customer success to build a CS capability that is part of the culture. You will learn the vital role these different teams play in customer success and how to convince them to be part of a company-wide CS team.
  3. DELIVER VALUE TO CUSTOMERS Securing renewal and expansion revenue depends on your ability to deliver the goals the customer had for buying your product in the first place. You will learn how to identify your customers’ goals and deliver against them by building a repeatable, personalised success process.
  4. MANAGE YOURSELF You’re no good to your customers if you lack the skills, knowledge, motivation and health to do your job. This session will explore simple but effective techniques to look after number one and build your knowledge and skills. Good for your customers, good for you and good for you career! Practice, not theory The program is based on what works; techniques and approaches used by companies recognised for excellence in customer success. In addition to the invaluable learnings, you will take away a number of practical tools and templates that will help you apply what you have learned back at work. Your trainer The program is part of Customer Success Network’s Skills for CS curriculum.

The lead trainer is David Jackson, CSN’s Head of Leadership and Learningand a long term advocate of customer success. He started Clicktools, a SaaS company in 2000 where he appointed his first CSM in 2005. As CEO, David grew Clicktools before selling 49% to Survey Monkey in 2010 and 100% to Callidus in 2014. In addition to his role at CSN, he runs CSPeople, a recruitment and training company working only in customer success. He also advises SaaS companies and investors on all matters related to customer success. David was recognised as a top CS strategist in 2018.

Who should attend: The program is designed for CSMs looking to enhance their knowledge and skills. It is not suitable for new CSMs.
When: 23rd September 2019 8.30am – 5.00pm
Where: The Morrison, Ormond Quay Lower, Dublin 1, D01 K5X5, Ireland
How much: €250 per person €200 if purchased with a ticket to Unplugged Dublin on 24th September €800 team of four Price includes refreshments, lunch and program materials.

For further information: If you have any questions or require additional information, email


23 September, 2019
8:30 am - 4:30 pm
Event Category:
Event Tags:


United Kingdom


Customer Success Network