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B2B Enterprise Customer Success Fundamentals (5-Day) Workshop

The Scale-Up Group

Monday, December 10, 2018 at 10:00 AM - Friday, December 14, 2018 at 2:00 PM (EST)

B2B Enterprise Customer Success Fundamentals (5-Day)...

Ticket Information

Ticket Type Sales End Price Fee Quantity
General Admission, standard price (6 seats available) Nov 23, 2018 $599.00 $0.00
Early Bird Admission, reduced price (3 seats available) Ended $399.00 $0.00
Personalized assessment + 1:1 follow up coaching Nov 23, 2018 $99.00 $0.00

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Event Details

About You 

You work on a fast-paced modern B2B enterprise customer success team. You have a boss but are also very self-managing. You represent a SaaS, recurring revenue or multi-stakeholder enterprise solution. You have data + analytics but they aren't working as hard as they could be for you. You have around 6.8 stakeholders behind the sale, and this slows everything down. Time for The Scale-Up Group's core B2B CSM fundamentals workshop!

In this Workshop you will...

  • Have fun! Self-reflect! 
  • Learn about the science and psychology of customer success
  • Get to role-play common adoption, renewal and support scenarios and interact with other CSMs
  • Complete an insightful personality test that will highlight your strengths and areas of development
  • Get to "steal out stuff" on the leading skills and methods that reduce churn, and increase adoption

5-Day Journey 

  • Day 1 - (Monday 11:00am - 12:00pm): Kick-Off + Learning Agenda 

    • After completing our Self-Assessment you will join a fun floor exercise highlighting the habits and behaviors of 6 common buyers and how to deal with extreme (passive or aggresive) partners

  • Day 2 - Module 1 (Tuesday 10:00am - 2:00pm): On-Boarding and Renewing Enterprise Partners: 

    • Define your own ways to #BE READY for partner calls and level-set expectations following the sales hand-off
    • Define your own ways to #MOVE FORWARD and deal with tricky or problematic partners using a technique to handle any roadblock that could be thrown at you

    • Role-Play using our dialectic method to turn objections into curiosity and urgent close

  • Day 3-5 Online Homework + Practice learning from days 2-4

  • Day 4 - Module 2 (Thursday 10:00am - 2:00pm): Managing Time, Energy and Mobilzing with Insight: "Dreams come true, otherwise nature would not INCITE them"

    • Customer Alignment -- the key today is mobilizing your partners with "incite" (learn our 3 types of Insight) in any customer situation using their data to advance the partnership
    • Learn to combat churn and performance variation and become more adaptive to your territory/market and changes using the #PDCA (PLAN, DO, CHECK, ACT) method for CSMs
    • Leave with a practice for structuring check-ins and QBRs and generally your Monday, Tuesday, Wednesday, Thursday and Friday so you take NO work home over the weekend!

Optional Coaching Extras

For an extra $99 per person you can get a premium personalized 2-page assessment report built on the personality assessment and your coach's observations. This custom 2-page report includes a 1:1, 1-hour followup session (in-person or phone) with the coach/trainer in the month following your workshop. Please e-mail for details and sample report. 


Participants will leave each day inspired and energized to practice the learning. You will see an immediate impact on your ability to WARM, MOVE FORWARD and RENEW any partnership conversation, and add value through insight. Long-term practice with these techniques will see improved hand-offs, more renewals, less churn, better task prioritization and improved partner trust.


Daniel Douglass or alternate Scale-Up Group Coach 

Workshop Includes

Light lunch, coffee, tea and fruit water

Co-working space before or after training, wifi and call rooms


This workshop will provide you with:

  • Commercial personality type Self-Assessment. All results are confidential and used to focus your individual learning and partnership skills. *Extra fee gets you a premium 2-page report version of this + follow up coaching
  • A copy of our B2B Field-Book. All printed materials are to be kept and we will set you up for easy repetition and reference following the course. Most will be available should you lose those carbon based documents we still hand out on our Steel Our Stuff page. The really good and juicy reprints must be requested by e-mail at
  • A summary of the training deck
  • A copy of Dan Pink's new book When

Cancelation and Tranfer or Special Policy

We do not provide refunds on a cancellation (unless The Scale-Up Group cancels) but we will allow you to move a workshop to a different night or venue with up to 1 days notice from the event. If you would like to book a private coaching or group session you may book with us at your place or our locations in Amsterdam, London, Washington, D.C., Dallas, and Singapore.  

Have questions about B2B Enterprise Customer Success Fundamentals (5-Day) Workshop? Contact The Scale-Up Group

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When & Where

The Scale-Up Group, WeWork Tyson's Corner
1775 Tysons Blvd
Tysons Corner, VA 22102

Monday, December 10, 2018 at 10:00 AM - Friday, December 14, 2018 at 2:00 PM (EST)

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