Build Your First Customer Success Team
Get a head-start on building Customer Success at your SaaS company, with hands-on no BS lessons from someone who's done it before.
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Course overview
Create & Optimize a SaaS Customer Success Strategy that Scales & Drives Results
Unlock Your Customer Success Potential
Building a Customer Success strategy that scales isn’t just about throwing processes at a problem—it’s about creating a well-oiled machine that drives growth and customer loyalty. This course is your playbook for turning your Customer Success team from reactive to proactive, ensuring you can keep up with your company’s growth without losing your grip on customer satisfaction.
Course Highlights:
- Frameworks That Work: Learn to design a Customer Success engine tailored to your unique business model, ensuring every team member knows their role and impact.
- Craft the Ideal Customer Path: Create a step-by-step path that guides customers from their first interaction through to renewal, upsell, and advocacy.
- Build a Data-Driven Coverage Model: Segment customers by their needs and potential, delivering personalized experiences that increase retention and revenue.
- Align Teams with Internal Contracts: Eliminate confusion and streamline cross-team collaboration with clear roles, responsibilities, and accountabilities.
- See Potential Blueprints of your Customer Success Org as it Scales: I'll share my own IP around best practice Customer Success and Customer Operations organizations org structures for you to be able to model your future growth on.
Why Enroll Now?
- Actionable Learning: Every module includes exercises, templates, and real-world applications so you can start seeing results immediately.
- Interactive Workshops: Engage with peers and instructors in live sessions to refine your strategy and get personalized feedback.
- Stay Ahead of the Curve: The Customer Success landscape is evolving. This course ensures you’re equipped with the latest strategies and best practices to stay competitive.
Who is this course for
01
Startup Founders/CEOs who need to start implementing a Customer Success practice but aren't sure where to start.
02
Customer Success Managers who were the first CS hire & have now been tasked with growing the team, and starting from scratch seems daunting.
03
First time Customer Success Leaders that are eager for advice and guidance to take their small team to the next level.
What you’ll get out of this course
Design your initial CS "engine" - the macro functions you'll own that make it clear to you & your key stakeholders what outcomes CS drives.
You’ll learn to create a clear and actionable blueprint for your Customer Success team by defining the macro functions that your team will own and what they'll drive.
Map your Ideal Customer Path, guiding customers to predictable outcomes instead of leaving things to luck and chance.
You’ll learn to identify key milestones and moments of risk or opportunity in the customer journey and how to proactively manage them.
Build your coverage model foundation consisting of segmentation, engagement and resourcing models, setting you up to scale for growth.
You will deep dive into segmentation, engagement strategies, and resourcing needs to optimize your team's efforts.
Create your internal contracts to ensure your wider organization can commit to delivering on the promises made to customers.
You’ll learn how to avoid misunderstandings and bottlenecks that slow down progress and impact customer satisfaction to ensure clear communication, accountability, and collaboration across departments.
Plan out your potential future Customer Success org for when you're ready to scale. Understand accountabilities, metrics and dependencies.
You’ll gain insights into future-proofing your CS strategy by understanding key accountabilities, metrics, and interdependencies, so you can dessign an adaptable Customer Success organizational structure that can scale with your business growth.
What’s included
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Live sessions
Learn directly from Clayton Moulynox in a real-time, interactive format.
Lifetime access
Go back to course content and recordings whenever you need to.
Community of peers
Stay accountable and share insights with like-minded professionals.
Certificate of completion
Share your new skills with your employer or on LinkedIn.
Maven Guarantee
This course is backed by the Maven Guarantee. Students are eligible for a full refund up until the halfway point of the course.
Course syllabus
19 lessons • 4 projects
Week 1
- đź“„
So, What the Heck is Customer Success Anyway?
- đź“„
The Art of Experimentation in Customer Success: A Case Study
- đź“„
The Role of Customer Success in Fast Growth Companies
- đź“„
The Concept of the Customer Success Engine
- đź“„
Defining Macro Functions and Outcomes
- đź“„
Building and Communicating Your CS Engine
- ✍️
Design Version 1.0 of YOUR Customer Success Engine
Submit by Mar 29
1. Welcome to the Wild World of Customer Success
What’s This About? Building a Customer Success team from scratch is no walk in the park. It’s more like a rollercoaster—one that you’re expected to build, ride, and scream on all at the same time.
2. Build Your First Customer Success Engine (Vroom Vroom)
What’s This About? If your Customer Success team was a car, would it be a clunky old jalopy or a finely tuned sports car? Let’s design an engine that doesn’t just move but flies.
Week 2
- đź“„
Mapping the Customer Journey
- đź“„
First Time to Value (FTTV)
- đź“„
Risk and Opportunity Management
- đź“„
Integrating the CS Engine with the Customer Path
- ✍️
Develop a visual map of the ideal customer path for your organization
Submit by Apr 5 - đź“„
Understanding Customer Segmentation
- đź“„
Creating an Engagement Model
- đź“„
Developing a Resourcing Model
- ✍️
Develop your own Coverage Model Version 1.0
Submit by Apr 5
3. Craft the Ideal Customer Path
What’s This About? Customers aren’t experts in your thing. You’ve got to give them a path to follow. Here’s how to figure out what that path looks like—and gets results.
4. Nail Down Your Coverage Model
What’s This About? Not all customers are created equal. Some want to be left alone; others need a bit more TLC. We’ll figure out how to cover them all without breaking a sweat.
Week 3
- đź“„
The Importance of Internal Contracts
- đź“„
Putting RACI to Work in Your CS Team
- đź“„
Potential Key Team Integration Choices to Make as You Grow
- ✍️
Draft a simple RACI matrix
Submit by Apr 5 - đź“„
Intro to the Customer Success Organization
- đź“„
Expanding into a Wider Customer Operations Organization
5. Establishing Internal Contracts & Integration Points for a One Team Approach
What’s This About? Customer Success doesn’t operate in a vacuum. Get everyone on the same page with some simple internal contracts. Less drama, more results.
6. The Potential Org Design of your Customer Success Team as you Grow and Scale
What’s This About? We'll give you some examples of how customer success teams might be structured as they grow - the sub-teams, their accountabilities and the important metrics to measure.
Bonus
- đź“‘
Untitled lesson
Free course eBook and Templates
What people are saying
Nick Morgan
Dan Stern
Ellen Li
Gerard Ward
Meet your instructor
Clayton Moulynox
Clayton Moulynox
A startup foundations builder. Practical, pragmatic and logical. Leadership roles in tech companies from managed services businesses to a US$1B SaaS startup across Australia and US. Ex-Microsoft small & mid-market partner channel leader. Excels in ambiguity, lives for the "messy middle" in growing companies. Sales, marketing and operations all-rounder. An eye for out-of-the-box thinking. Passion for leadership, org culture, stoicism and mental well being at work. Founder and Principle Consultant at MX Growth, a niche startup advisory and investment firm. Read about Clayton's story.
Course schedule
2-4 hours per week
Mondays & Tuesdays
11:00am - 12:00pm EST
Optional project review and Q&A live sessions on Mondays, and course instructional live sessions on Tuesdays.
4 practical projects
2 hours per week max
The course includes four projects over the three weeks: One in week 1, two in week 2, and one in week 3. Up to two hours maximum per week is the expected effort to complete the projects successfully and help you to kickstart your awesome Customer Success team journey!
Learning is better with cohorts
Active hands-on learning
This course builds on live workshops and hands-on projects
Learn with a cohort of peers
Join a community of like-minded people who want to learn and grow alongside you