B2B SaaS Customer Success Online Course

Teaching you the core principles and practices of Customer Success Management in 3 x 3-hour online trainings in small groups with fellow customer success managers.

Develop your skills, Boost your career!

Become the customer success hero
your customers are looking for!

Are you Customer Success Manager and do you want to get a solid base of theory and best-practices to further pursue a career in the field? Then this is the course for you!

Sign Up Now And Secure Your Spot!​

795 Early Bird Pricing
  • All materials included. Price excluding VAT.

Only a few spots left!

Get in touch with our experts who can answer all your question and guide you through the application process.


After completing this Course you will master the following:

Understand the fundamentals of Customer Success Management and its key concepts like onboarding, success plays, QBR's, Churn prevention.

Learn practical techniques to engage, manage and retain customers.

Get skilled in using those techniques by practicing real-life cases.

Share experiences with other CSM's on what works, and what doesn't.

Train best-practise using role playsom each other

Go home with a plan of action to implement straight away.

Course details

Duration: 3 x 3 hour online trainings
Setting: Online Classroom Training in small groups – Max 12 people

The dates for our next courses

September Course
25th of September: 9.30 – 12.30
2nd of October: 9.30 – 12.30
9th of October: 9.30 – 12.30

October Course
23rd of October: 9.30 – 12.30
30th of October: 9.30 – 12.30
6th of November: 9.30 – 12.30

November Course
20th of November: 9.30 – 12.30
27th of November: 9.30 – 12.30
4th of December: 9.30 – 12.30

Our trainers

Driven to make you successful.

Steven van Rij

Founder SAASCollective
Former Head of Customer Success SimpledCard

Steven has more that 15 years of experience in the B2B SAAS field. After spending around 10 years in the product space in multiple roles (Backbase, Elsevier, Layar) he was one of the first in the Netherlands to ‘adopt’ customer success as part of the founding team of SimpledCard. Steven is a frequent speaker on a range of SAAS related topics and is founder of SAASCollective.

Kellie Lucas

Customer Success Consultant
Author of Customer Success Pioneer

Kellie is one of the world’s leading experts in customer success. She’s passionate about people, Customer Success and Client Outcomes and has founded one of the leading CS consulting businesses in Europe. She is the author of “Customer Success Pioneer” and has helped hundreds of successful organizations embrace and leverage customer success. 

Curriculum: Overview

Below an overview of the topics which we will cover during this 1 day training.

Explain what customer success is (not a department, but a mindset) and also what it is NOT. A high level view of the responsibilities and brief history of the field of customer success.

Explain why customer success is important and what the extrinsic/intrinsic value is for the (rest of the) organization.

Overview of the key activities of a customer success manager.

The impact of Customer Success to other departments in the organization (sales, product, operations etc)

Learn about the different engagement models (high touch, low touch, tech touch) and which is most suitable for your product.

Explain the key concepts of a customer journey as a base to optimize it.

Learn why onboarding is the most important phase in the customer journey. Also discuss the key activities that play a role in succesfull onboarding (f.i Key success milestones).

What are QBR’s. What’s their use and how does a succesfull QBR look like?

How upsell and expansion can come natural when you take the right approach.

How to prevent churn and monitor your customer base using data to keep up retention and renewal moments.

An overview of the top 10 FAQ’s of people that are new in the field of Customer Success.

Why our participants are lovin' it

“This course is a great kickstart for every Customer Success Manager”

Robin van Lieshout
CEO - InSided

“The trainer is engaging and really pinpoints the main challenges for customer success managers”

Matthias Wolf,
Customer Success Director Omnia Retail

“It is a great dynamic to learn from the trainer as well as the other CSM's in the room”

Martine van Deursen
Customer Success Lead SiteImprove

“"There are a lot of ways to learn things: you can read a book, read a blog post, but there’s something more about a workshop where you can figure things out with other people, learn experientially, and try to fail in a safe environment."”
Anabelle Porter
Customer Success Manager

Included in this training

Below an overview of the topics which we will cover during this 1 day training.

Peer-to-peer feedback

An experienced tutor and a digital classroom full of likeminded people is what you need to bring the theory into practice.

Library of tools

We spend years in Customer Success and make sure we give you the best theory and tools. We created a library of best practices which we share during the course.

Practical exercises

Our trainings are stuffed full with practical excercises to make sure that the knowledge sticks and comes to life.

Training materials

We make sure you receive all training materials. Furthermore you receive a set of our most loved sales books.

Trainer support

We understand that every organization is different and that putting theory into practice can be hard. That’s why our trainer will be available for further questions after the course.

Alumni network & events

After your consent, we will add you to the alumni network to further exchanging best practices and experience. Furthermore we organise regular events/meetups to keep the knowledge up to par.

Frequently asked Questions (FAQ)

Chances are high your (burning) question has been asked before. Below an overview of the most common ones.

Yes, but only the person who purchased the ticket can make these changes by contacting us on info@saascollective.net. You are free to change your ticket details up to two days before the event, including name, title, etc. Please make sure these details are correct as they will be what we show on your badge!

We offer a full refund up to one month before the event. Simply log in to Eventbrite and request the refund following these instructions. As with changes, only the person who purchased the tickets can request a refund.

Yes, you can. Please note that no tickets are held/issued until payment of the invoice has been received. Request to pay by invoice by emailing tickets@saascollective.net
We cannot agree to any terms and conditions associated with Purchase Order numbers or other supplier agreements. We do not fill in supplier detail forms for ticket invoices.

As this is a foundation course, this training is focussed on customer success professionals with less then 2 years of experience in the field.
If you are still in doubt, please feel free to contact one of the trainers by filling in the contact form.

Yes, you can. Our trainings are designed in a modular way, which means that you can always level up your skills by following more advanced trainings or masterclasses.