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April 2020

Shifting Tides: How Customer Success Leaders are Adapting to COVID-19 and the New Normal

Thursday, April 23rd, 2020 @ 2:00 pm - 3:00 pm EDT

The times they are a-changin'. As the entire world shifts to more remote, distributed teams than ever, complicated by anxieties and emotions (understandably) running high, and the implications of economic change begin to settle in, we could all use…

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Customer Success Fundamentals

Thursday, April 23rd, 2020 @ 7:00 pm - 8:30 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of…

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Customer Success Fundamentals

Thursday, April 30th, 2020 @ 5:00 pm - 6:30 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of…

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May 2020

The Jasons Take On… “The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy” (Live Podcast:)

Tuesday, May 5th, 2020 @ 11:00 am - 12:00 pm EDT

Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss…

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Customer Success Fundamentals

Tuesday, May 5th, 2020 @ 2:00 pm - 3:30 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of…

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The Practical CSM Framework

Tuesday, May 5th, 2020 @ 4:00 pm - 5:00 pm BST
Free

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges…

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Customer Success: Gain Strength Now

Wednesday, May 6th, 2020 @ 2:00 pm - 3:00 pm EDT

In the current pandemic, CEOs and CFOs, looking at the financial numbers, are making decisions about necessary and nice-to-have roles. What do those decisions mean to us as a profession? What must we do about it? How do we gain strength in an organization?

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Managing Stress

Friday, May 8th, 2020 @ 3:00 pm - 5:00 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what…

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Business Fundamentals

Tuesday, May 12th, 2020 @ 7:00 pm - 9:00 pm BST
Free

  This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions…

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Customer Success Fundamentals

Tuesday, May 19th, 2020 @ 7:00 pm - 8:30 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of…

Find out more »

The Practical CSM Framework

Tuesday, May 19th, 2020 @ 9:00 pm - 10:00 pm BST
Free

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges…

Find out more »

Managing Stress

Wednesday, May 27th, 2020 @ 1:00 pm - 3:00 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what…

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Business Fundamentals

Friday, May 29th, 2020 @ 2:00 pm - 4:00 pm BST
Free

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions…

Find out more »

June 2020

The Practical CSM Framework

Tuesday, June 2nd, 2020 @ 2:00 pm - 3:00 pm BST
Free

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges…

Find out more »

August 2020

How to manage stress and practice mindfulness as a CSM

Wednesday, August 12th, 2020 @ 2:00 pm - 3:00 pm PDT
Free

The role of a CSM is not an easy one. There are demands on your time, your skill, and your emotional bank. Knowing how to manage the day to day stress is vital for your mental health, and may…

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Future of SaaS Festival APAC

Wednesday, August 26th, 2020 @ 9:00 am - Thursday, August 27th, 2020 @ 6:00 pm SMT
Free

This event brings together SaaS leaders from APAC’s largest companies and most exciting start-ups for 2 days of thought-provoking content & peer learning. Whether you're based in APAC or looking to break into the market, you can tap into…

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September 2020

PulseLocal Covid Convos

Wednesday, September 16th, 2020 @ 5:30 pm - 7:00 pm PDT
Free

The next PulseLocal virtual event is on Wednesday, September 16th at 5:30pm Pacific Time.  Customer Success advocates from Wrike, Johnson & Johnson, and Mitek Systems will talk about how they are adapting to work and team challenges brought on…

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PulseLocal SoCal “BookShop” Series

Thursday, September 17th, 2020 @ 12:00 pm - 1:00 pm PDT
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

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Connected Customer: The Virtual Sessions

Tuesday, September 22nd, 2020 @ 11:00 am - Thursday, October 1st, 2020 @ 1:00 pm PDT

From 22 September to 1 October, Connected Customer: The Virtual Sessions will bring you live panel discussions, interviews and networking each Tuesday, Wednesday and Thursday, covering the hottest topics in customer experience right now. Hear from our impressive line-up of CX…

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Is Data Betraying You? Secrets to Building Lasting Customer Relationships

Tuesday, September 29th, 2020 @ 2:00 pm - 3:00 pm EDT
Free

Raw data is cheap. It’s easy to collect. AND it’s essential... especially for Customer Success teams! But if your team isn’t using it correctly, and if you don’t have a way to contextualize it, data will hold you back.…

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October 2020

PulseLocal SoCal “BookShop” Series

Thursday, October 15th, 2020 @ 12:00 pm - 1:00 pm PDT
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

November 2020

Transitioning into Customer Success – Hosted by Melo Associates

Friday, November 6th, 2020 @ 12:00 pm - 1:00 pm CST

We are Melo Associates, a Recruitment Firm based in Chicago that focuses on Customer Success Recruiting. We get many questions from awesome professionals that want to move into the Customer Success Function and have created this interactive workshop. Swati Garg, Managing…

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All in Together: Working Well with Internal Teams to Deliver Customer Success

Thursday, November 12th, 2020 @ 6:00 pm - 7:30 pm CST

Join your Customer Success Community at CuSP’s Final Event for 2020! **IMPORTANT TO KNOW** + All registrants must register via Eventbrite with their full name and email. The Eventbrite emails will take you directly to the event. Please save…

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How do you want to be compensated?

Wednesday, November 18th, 2020 @ 5:00 pm - 6:00 pm EST
Free

There are many sessions out there from a leader perspective on how they compensation Onboarding, Support and CSM's teams. We want to hear from you! What metrics do you like and why? What percentage of a bonus do you…

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PulseLocal SoCal “BookShop” Series

Thursday, November 19th, 2020 @ 12:00 pm - 1:00 pm PST
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

December 2020

Future of SaaS Festival

Tuesday, December 1st, 2020 - Thursday, December 3rd, 2020
Free

The world's only cross-industry, internationally accessible, multi-stage, virtual events with a laser focus on best practices and the key building blocks for SaaS 🚀 🎤 40+ SaaS leaders 🎥 30+ hours of action-led presentation 💡 6 stages of thought-leading…

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PulseLocal SoCal “BookShop” Series

Thursday, December 17th, 2020 @ 12:00 pm - 1:00 pm PST
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

January 2021

PulseLocal SoCal “BookShop” Series

Thursday, January 21st, 2021 @ 12:00 pm - 1:00 pm PST
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

February 2021

Customer Success Festival

Wednesday, February 10th, 2021 @ 1:00 pm - Thursday, February 11th, 2021 @ 7:00 pm GMT
Free

The first internationally accessible, multi-stage, virtual learning event dedicated to customer success professionals! This content-led festival is jam-packed full of thought-provoking content and delivered by leading experts from around the world, connecting YOU with top SaaS companies. - 20+…

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PulseLocal SoCal “BookShop” Series

Thursday, February 18th, 2021 @ 12:00 pm - 1:00 pm PST
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

March 2021

PulseLocal SoCal “BookShop” Series

Thursday, March 18th, 2021 @ 12:00 pm - 1:00 pm PDT
|Recurring Event (See all)

An event every month that begins at 12:00 pm on day Third of the month, repeating until Thursday, March 18th, 2021

For Southern California CSP's, in partnership with Gainsight, this 8-session monthly “Bookshop” series (Book Club + Workshop) has us reading and discussing The Customer Success Economy book. The book teaches how to meet challenges when transforming (1) organizational structure,…

Find out more »

Coffee Bar Conversations with Rick Adams

Thursday, March 25th, 2021 @ 4:00 pm - 5:00 pm GMT
Free

For the month of March Rick will be discussing Customer Success in the Security Industry with Dario Cavallaro, EMEAR Manager, Security Customer Success Specialist from Cisco.  The Security Industry is an unusual one in that the less you use…

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April 2021

The Practical CSM Framework

Tuesday, April 6th, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Becoming the Best Possible CSM

Tuesday, April 13th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

Find out more »

Women Leaders in Customer Success

Thursday, April 15th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

Find out more »

Basic Skills for Customer Success Managers

Friday, April 23rd, 2021 @ 11:00 am - 12:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Coffee Bar Conversations with Rick Adams

Thursday, April 29th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

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May 2021

The Practical CSM Framework – PCSMF Overview

Tuesday, May 4th, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Future of SaaS Festival

Tuesday, May 11th, 2021 @ 1:00 pm - Thursday, May 13th, 2021 @ 7:30 pm BST
Free

Customer Success is a key function that helps shape the future of SaaS. 🔑 It's why we've dedicated a whole stage to it at our flagship event - the Future of SaaS Festival. 🎪 Tune into thought-provoking content from…

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Becoming the Best Possible CSM – Develop the Right Personal Qualities

Tuesday, May 11th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

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Customer Experience Management Field Manual – Part I: Attention! and Part II: The Mission

Tuesday, May 18th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

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Women Leaders in Customer Success – Grooming Your Team for Success with Krista Roberts

Thursday, May 20th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

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Basic Skills for Customer Success Managers – Stakeholder Management

Friday, May 21st, 2021 @ 11:00 am - 12:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

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Creating a Modern Customer Success Service – CS Requirements, Roles and Automation

Wednesday, May 26th, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

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Coffee Bar Conversations – The Customer Journey and the Customer Success Awards with Alex Farmer

Thursday, May 27th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

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June 2021

The Practical CSM Framework – Phase 3: Onboarding

Tuesday, June 1st, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Becoming the Best Possible CSM – Putting it All Together

Tuesday, June 8th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

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CS Disasters and How to Avoid Them

Wednesday, June 9th, 2021 @ 5:00 pm - 6:00 pm BST
Free

Nobody wants a Customer Success disaster on their hands – so what are the potential disasters out there that might occur and how can they best be avoided? Join Rick, Alan and Prithwi in a frank and engaging debate…

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Customer Experience Management Field Manual – Part III: CX Leadership

Wednesday, June 16th, 2021 @ 5:00 pm - 6:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

Find out more »

Women Leaders in Customer Success – Customer Success in Cyber Security

Thursday, June 17th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

Find out more »

Basic Skills for Customer Success Managers – Negotiation & Arbitration

Friday, June 18th, 2021 @ 11:00 am - 12:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Creating a Modern Customer Success Service – Customer Success Framework

Wednesday, June 23rd, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Coffee Bar Conversations with Rick Adams – What Customers Care About the Most

Thursday, June 24th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

Customer Success in the Digital Era with Nick Mehta

Tuesday, June 29th, 2021 @ 5:00 pm - 6:00 pm BST
Free

The one constant in life is change, and in fact the world seems to be changing more rapidly now than ever before. Just like for everything else, the change we see happening around us has implications for the Customer…

Find out more »

July 2021

The Practical CSM Framework Phase 4: Adoption Planning

Tuesday, July 6th, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Women Leaders in Customer Success – Setting Up Customer Success Team with Emily Hillier

Thursday, July 15th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

Find out more »

Basic Skills for Customer Success Managers – Data Analysis & Reporting

Tuesday, July 20th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Customer Experience Management Field Manual – Part IV: The Unit: discusses the impact of culture.

Wednesday, July 21st, 2021 @ 5:00 pm - 6:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

Find out more »

Customer Success in the Digital Era with Guy Nirpaz

Wednesday, July 21st, 2021 @ 6:00 pm - 7:00 pm BST
Free

The one constant in life is change, and in fact the world seems to be changing more rapidly now than ever before. Just like for everything else, the change we see happening around us has implications for the Customer…

Find out more »

Creating a Modern Customer Success Service – Systems and Processes

Wednesday, July 28th, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Coffee Bar Conversations with Rick Adams – The Role of Leadership in Customer Success with Jennifer Dole

Thursday, July 29th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

August 2021

The Practical CSM Framework – Phase 4: Adoption Planning

Tuesday, August 3rd, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Basic Skills for Customer Success Managers – Problem Solving

Tuesday, August 17th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Jeff Sheehan’s Customer Experience Management Field – Part V: The Inspection

Wednesday, August 18th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

Find out more »

Customer Success in the Digital Era with Abheek Dutta

Thursday, August 19th, 2021 @ 11:30 am - 12:30 pm BST
Free

The one constant in life is change, and in fact the world seems to be changing more rapidly now than ever before. Just like for everything else, the change we see happening around us has implications for the Customer…

Find out more »

Women Leaders in Customer Success – Technology Adoption for CS with Laura Meyer

Thursday, August 19th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

Find out more »

Creating a Modern Customer Success Service with Rick and Peter – Systems and Processes

Wednesday, August 25th, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Coffee Bar Conversations with Rick Adams – Advice to New Hires in Customer Success with Kevin Leonor

Thursday, August 26th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

September 2021

The Practical CSM Framework – Phase 4 and 5: Adoption Planning and Adoption Implementation

Tuesday, September 7th, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Becoming the Best Possible CSM – Understand Your Customer

Thursday, September 9th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

Find out more »

Women Leaders in Customer Success – Building a Consultative Approach to Customer Success with Chitra Madhwacharyula

Thursday, September 16th, 2021 @ 6:00 pm - 6:30 pm BST
Free

Women Leaders in Customer Success is a LIVE monthly podcast interview series aimed at exploring the minds and understanding the thought processes of some of Customer Success Management’s most important female leaders. Each month, a special guest is selected…

Find out more »

Jeff Sheehan’s Customer Experience Management Field Manual – Part VI: Gathering Intelligence

Friday, September 17th, 2021 @ 5:00 pm - 6:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

Find out more »

Basic Skills for Customer Success Managers – Leadership & Negotiation

Tuesday, September 21st, 2021 @ 4:00 pm - 5:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Coffee Bar Conversations with Rick Adams – Customer Success as a Corporate Mindset with Krista Roberts

Thursday, September 23rd, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

Creating a Modern Customer Success Service with Rick and Peter – Coaching and Managing

Tuesday, September 28th, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Customer Success in the Digital Era with Jeb Dasteel

Wednesday, September 29th, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

October 2021

The Practical CSM Framework – Phase 6: Value Realization

Tuesday, October 5th, 2021 @ 4:00 pm - 5:00 pm BST
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Becoming the Best Possible CSM – Understand Customer Success Best Practices

Thursday, October 7th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

Find out more »

Basic Skills for Customer Success Managers – Time Management

Tuesday, October 19th, 2021 @ 4:00 pm - 5:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

Find out more »

Part 10: Measuring and Evaluating

Wednesday, October 20th, 2021 @ 4:00 pm - 5:00 pm BST
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Customer Experience Management Field Manual – Part VII: War Gaming and Part VIII: The Battle Plan

Wednesday, October 20th, 2021 @ 5:00 pm - 6:00 pm BST
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

Find out more »

PulseLocal OC Virtual: How-To Happy Hour

Thursday, October 21st, 2021 @ 3:00 pm - 4:30 pm PDT
Free

THIS MONTH'S EVENT IS VIRTUAL AND WELCOME TO EVERYBODY! Join us for a lively "How-to" Happy Hour session sponsored by Gainsight! This podcast-style interactive "show" where we dish and discuss with YOU all things Customer Success/Support/Sales/Marketing /Product/Experience/Success...again, etc., or…

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Coffee Bar Conversations with Rick Adams: The Customer – First Economy with Jared Orr

Thursday, October 21st, 2021 @ 4:00 pm - 5:00 pm BST
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

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November 2021

The Practical CSM Framework – Phase 6: Value Realization / Phase 7: Engagement Evaluation

Tuesday, November 2nd, 2021 @ 4:00 pm - 5:00 pm GMT
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

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Basic Skills for Customer Success Managers – Emotional Intelligence

Tuesday, November 16th, 2021 @ 4:30 pm - 5:30 pm GMT
Free

Described by more than one attendee as “the best course I have ever attended”, this 60 minute overview of the role of Customer Success Manager focuses on how to become the very best CSM possible. The conversation focuses on…

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Creating a Modern Customer Success Service – Rick and Peter – Reporting & Collaborating

Wednesday, November 17th, 2021 @ 4:30 pm - 5:30 pm GMT
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

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Customer Experience Management Field Manual – Part IX: The Generals

Wednesday, November 17th, 2021 @ 5:30 pm - 6:30 pm GMT
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

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Coffee Bar Conversations with Rick Adams – Winning Back a Customer After a Poor Experience with Jim Buscaglio

Thursday, November 18th, 2021 @ 4:30 pm - 5:30 pm GMT
Free

A series of intimate discussions about the Customer Success profession, featuring the world’s leading CS thought leaders in conversation with our very own Founder & CEO Rick Adams. Each guest selects their own preferred topic to discuss with their…

Find out more »

December 2021

The Practical CSM Framework – Phase 7: Engagement Evaluation

Tuesday, December 7th, 2021 @ 4:00 pm - 5:00 pm GMT
Free

These events are an entire series that cover the Practical CSM Framework over the course of the year. The “Overview” session is actually repeated several times throughout the year, and in each remaining month, one of the seven Framework…

Find out more »

Jeff Sheehan’s Customer Experience Management Field Manual – Part X: Situational Awareness

Wednesday, December 15th, 2021 @ 4:00 pm - 5:00 pm GMT
Free

Each month Jeff takes you through each core function using excerpts from his new book: Customer Experience Management Field Manual (www.cxfieldmanual.com), in a series illustrating what each function can do to enable your own CX program to grow and…

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Creating a Modern Success Services – Dealing with Challenges and Change

Thursday, December 16th, 2021 @ 4:00 pm - 5:00 pm GMT
Free

The full title for this brand new, FREE and LIVE twelve-part series for 2021 is Researching, Developing, Implementing & Managing a Modern Customer Success Service, and each month, one aspect of creating a modern Customer Success service is analyzed…

Find out more »

Basic Skills for Customer Success Managers – Innovation & Creativity

Tuesday, December 21st, 2021 @ 4:00 pm - 5:00 pm GMT
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties such as Sales, Marketing, Project Management, Change Management, Product Support and many others. It takes aspects of each of them (and more)…

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April 2022

Basic CSM – Leadership & Negotiation

Tuesday, April 26th @ 5:00 pm - 6:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the…

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Coffee Bar Conversations – The Use Case for Customer-Success-as-a-Service with Peter Armaly

Wednesday, April 27th @ 5:00 pm - 6:00 pm BST
Free

Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either…

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May 2022

Basic CSM – Change Management Skills for CSMs

Wednesday, May 25th @ 5:00 pm - 6:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the…

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Coffee Bar Conversations – What’s In Your Adoption Strategy?

Thursday, May 26th @ 5:00 pm - 6:00 pm BST
Free

Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up and coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either…

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June 2022

Basic CSM – Data Analysis & Reporting

Wednesday, June 22nd @ 5:00 pm - 6:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the…

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July 2022

Basic CSM – Meaningful KPIs

Wednesday, July 27th @ 5:00 pm - 6:00 pm BST
Free

Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the…

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Coffee Bar Conversations with Rick Adams and Alan Fecamp – The 5 Biggest Mistakes When Hiring your First VP Customer Success

Thursday, July 28th @ 5:00 pm - 6:00 pm BST
Free

ABOUT COFFEE BAR CONVERSATIONS Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up-and-coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that…

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August 2022

Book Of The Month – Customer Success Mindset by Jyo Shukla

Wednesday, August 10th @ 11:00 pm - Thursday, August 11th @ 11:00 pm BST
Free

Book Of The Month – Customer Success Mindset by Jyo Shukla August 10 @ 11:00 pm - August 11 @ 12:00 am UTC+0 | FREE Unlock unlimited growth potential for your business using your biggest advocates: your customers. Being…

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