Build Your First Customer Success Team
3 Weeks
·Cohort-based Course
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.
Build Your First Customer Success Team
3 Weeks
·Cohort-based Course
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.
This course includes
Interactive live sessions
Lifetime access to course materials
19 in-depth lessons
Direct access to instructor
4 projects to apply learnings
Guided feedback & reflection
Private community of peers
Course certificate upon completion
Maven Satisfaction Guarantee
This course is backed by Maven’s guarantee. You can receive a full refund within 14 days after the course ends, provided you meet the completion criteria in our refund policy.
Build Your First Customer Success Team
Course syllabus
Week 1
1. Welcome to the Wild World of Customer Success
2. Build Your First Customer Success Engine (Vroom Vroom)
Week 2
3. Craft the Ideal Customer Path
4. Nail Down Your Coverage Model
Week 3
5. Establishing Internal Contracts & Integration Points for a One Team Approach
6. The Potential Org Design of your Customer Success Team as you Grow and Scale
Bonus
Free course eBook and Templates
What people are saying
Nick Morgan
Dan Stern
Ellen Li
Gerard Ward
Meet your instructor
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.
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Build Your First Customer Success Team
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!
Podcast Recording: We discuss Clayton Moulynox's take on building Customer Success
In this 15-minute easy listening podcast style recording, you'll listen to two hosts discussing Clayton Moulynox's ideas and guidance on Customer Success. Much of the conversation relates directly to the ideas and concepts covered and taught in this course.
Get the link and Listen Now
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
Frequently Asked Questions
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