Up & Cross-Selling
Online Course for Customer Success

Most Customer Success Team are not prepared to carry commercial responsibility for up & cross-selling.

Learn how to balance a client relationship and commercial responsibility now.

Become a Commercially-minded Customer Success Manager!

Do you want to learn how to spot up & cross-sell opportunities systematically for you or your sales team?
Then this is the course for you:

secure your spot and find out if this course is for you!

2x 3-HOUR ONLINE TRAININGS IN SMALL GROUPS

€ 749*

* All materials included.
Early bird discount is applied (regular price is € 995)
Price excluding VAT.

Talk to the trainer! Fill out the form below and our trainer will contact you. Don’t worry – together we will find out if this course is the right choice for you. You can also directly buy your ticket here.

After completing this Course you will master the following:

Understand when & how to make a separation of concerns between sales & customers success

Learn how to best identify opportunities during your check-ins; create smooth sales hand-overs & setup conversations for success.

Implement those techniques by practicing real-life cases

Understand how to balance the reinforcement of the status-quo; with introducing new upsell opportunities.

Train best-practise discovery in role-plays that build a crucial step in your customer success cadence

Course details

Duration: 2x 3 hour online trainings
Setting: Online Classroom Training in small groups – Max 8 people

A new course every month:

October

full (in-company trainings possible)

November

4; 11; 18.11.2020

December

tbd

*If you cannot make the live-session, a recording is provided.

Our trainers

Driven to make you successful.

Nils Brosch

Founder SAASCollective
Sales Consultant

Founder at SaaS.eu.com, Chief Commercial Officer at Recruitee (grew revenue from €30k MRR to €300k in 2 years)
Founder & Head of Operations at Travelcircus.de in Berlin (raised €4M, currently 50 employees)
Sales Director Eastern Germany & Head of Sales in UAE at Groupon
‍Education: MSc at Rotterdam School of Management

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.

Curriculum: Overview

Below an overview of the topics which we will cover during ther training.

Gainsight says no, we say yes in most cases. Only complex enterprise sales demand separate discussions with Account Managers rather than Customer Success.

Finding a technical, empathetic, pro-active and commercial success manager is difficult. Recruitment and role separation will be highlighted in the course.

Before we talk upsell, we must ensure that the initial value objectives of a client are met. This process starts with the sales discovery and hand-over and is then continued by Customer Success.

QBRs are dead, long live the XBRs. It doesn’t matter whether you speak to clients quarterly or monthly, a successful sales conversation is customer centric and aware of the natural attention span of a client. The course show practical tips on how to arrange conversations.

Do you have jour fixes with you clients? Do you have a more condensed onboarding period? When do you involve the decision makers in the background? We will provide best-practise outreach cadences for your organisation.

The Sales Qualified Lead [SQL] is arguably the most important measurement in Sales, symbolising an opportunity. In Customer Success, upsell opportuntities are labelled as CSQLs and need to be defined correctly.

‘Do you want fries with that?’:  The most famous cross-sell question. We will discuss how to approach the topic of upselling in a conversation and how we can make opportunity spotting easy for everyone.

How to hold an effective demo?

How to fight churn?

For specific training requests, please contact us for in-company trainings.

Why our participants are lovin' it

The sales team enjoyed the training and got both new ideas and confirmation.

Michel Rasing,
Head of Sales - Channable

I really loved how real world examples were brought forward in the training.

Matthias Wolf,
Co-Founder / COO - firstbird

SAASCOLLECTIVE has supported us in building a data-driven outbound process that fuels the growth of our business

Mike Keyzer
Scalability & Growth Manager - Taxibutler

“I was always told that Customer Success should not be selling to not erode the trust of the customer. The training showed me that being an expert that gives advice that has positive commercial impacts, can be easily combined with a good relationship. ”
Ole Peterson
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

We deliberately choose for classroom training, because getting the theory is just 1 facet of this training. An experienced tutor and a 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.

Online Training Environment

We use state of the art training technology to ensure that the learned theory is actually applied in your everyday life and becomes sticky.

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 1 of the trainers by filling in the contact form.