Customer Success Factory
Training
Learn how to enhance customer retention, expand revenue opportunities, and improve customer satisfaction through proactive relationship management and strategic engagement
Customer Success Factory
ARR Growth and Adoption start with your people
The Customer Success (CS) industry in ANZ is experiencing rapid growth, driven by the increasing adoption of subscription-based and recurring revenue models across industries. Many organizations lack the in-house expertise to build and scale effective CS teams until now. The Customer Success Factory is your new partner.
Customer Success Factory
7 reasons to invest in your people
1. Customer Retention & Revenue Growth – Well-trained CSMs proactively engage customers, reducing churn and driving upsell/cross-sell opportunities, leading to increased lifetime value (LTV).
2. Scalability & Efficiency – Standardized CS training ensures that teams operate efficiently, reducing customer issues and increasing the ability to manage more accounts without proportionally increasing headcount.
3. Consistency in Customer Experience – A structured training program ensures all CSMs follow best practices, delivering a consistent experience that strengthens customer trust and loyalty.
4. Proactive Issue Resolution – CSMs with strong problem-solving and engagement skills can identify potential risks early, mitigating churn and customer dissatisfaction before it escalates.
5. Data-Driven Decision Making – Training on key CS metrics (e.g., Net Revenue Retention, Customer Health Scores) enables businesses to make informed decisions about customer engagement strategies.
6. Stronger Competitive Advantage – A highly skilled CS team differentiates a SaaS company in a competitive market, showcasing superior support and value realization for customers.
7. Confidence in Role Execution – Understanding best practices, frameworks, and success methodologies enables CSMs to handle complex accounts and customer interactions effectively.
Stronger Relationship-Building Skills
Customer Success Factory
Let's start
Pick from one of these two high value solutions.
Core – "CSM Essentials"
AUD 2,500 per participant
Key Learning Outcomes:
- Understanding the Customer Success Lifecycle
- Customer Retention & Churn Mitigation Strategies
- Effective Customer Health Score Monitoring
- Proactive Engagement vs. Reactive Support
- Handling Difficult Customer
- Conversations & Objection Management
- Introduction to CS Tools
- CS Metrics & Reporting (NRR, GRR, Customer Health Scores, NPS)
- Building a Customer Success Plan (CSP) for Long-Term SuccessDuration:
4 Weeks (8 Sessions, 2 per week, 90 minutes each)
Delivery Mode:
Virtual Live Training + On-Demand Content
Advanced – "CSM Mastery & Leadership"
AUD 5,000 per participant
Key Learning Outcomes:
- Advanced Customer Expansion Strategies (Upselling, Cross-Selling, Value Expansion)
- CS Operations & Scalable processes
- Processes for Hyper-Growth SaaS Companies
- Building & Leading High-Performing CS Teams
- -Driven CS Management (Using Advanced Analytics & AI for CS)
- Executive-Level Customer Engagement & QBR Mastery
- CS Playbooks for Enterprise & Mid-Market Segments
- Revenue-Driven CS Metrics & Forecasting
- Managing Internal CS Stakeholders & Cross-Functional CollaborationDuration:
6 Weeks (10 Sessions, 2 per week, 90 minutes each) + 1:1 Coaching
Delivery Mode:
Virtual Live Training + 1:1 Coaching + On-Demand Content
Customer Success Factory
What to learn more
Customer Success Managers are like the conceige in a funky, cool hotel. They link the requirements of the client with the knowledge and expertise of the hotel. At the factory its the same, connect with you CSM trainer Chris.
Looking forward to connecting with you soon.