My Journey: Building a Customer Success Academy

When I started Growth Molecules, in August 2020, my business plan didn't include a customer success education component. Within one month, a CS Ops leader at Square contacted me for a team workshop at their CSKO. Soon after, Yumi Totanti, at Structionsite at the time, Eraj Siddiqui, VP of CS at Aurora Solar, and Lorna Henri, SVP at Modern Health, reached out with requests for an education series for their fast-growing team.

How could I say NO when I wished I had customer success training when I started my career as a CSM? I started building classes from my own experience, added layers from what my first clients expected out of the education programs, and applied how adults learn. With this sudden demand, a team of one (me!), and a passion to enable customer professionals both on the ground proactively serving customers and the leaders laying out the strategy, I built the first foundations level.

I continuously asked for feedback and improved the content and delivery with each new student. Shannon Rey Gibbs joined our team and was the first certified Educator at Growth Molecules soon after. I worked with Shannon at Jobvite and her positive attitude, ability to inspire and her growth mindset made bringing her on an easy decision! Shannon has ensured the quality of courses and content are best-in-class and continues to refine them. I am so happy you are part of the team, Shannon!

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The TrackTick Team Featured below in our latest case study who took part in the Levels I training in January 2022 we are now offering publically. Case Study Here.

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Fast Forward One Year Later

In November of 2021, with three levels, 16-course offerings, and nearly 1000 students graduating from the Customer Success Association Accredited Programs (we now have three levels), I decided to hire additional help to select and build out an LMS where we can host live and on-demand training opportunities for individuals and teams seeking to level-up their customer success skills. That is when Oliver Plane and Annie Stefano joined me to select and build the LMS ensuring it was ready for today's launch date. I am so thankful to both of you!

Sabina M. Pons thank you for your support throughout the whole journey, Sarah Medrano for keeping all organized, and Alex Fuentes for your beautiful designs! What a team I am so honored to work with.

As well, I want to thank every leader who took a chance on us, and each student who took the time to give us feedback on the classes and who took the time to write a G2 Review (43 and counting!). The voice of the customer is what leads us and inspires us each day.

Now for the Exciting News!

Our Academy’s first live, virtual-led learning series that is open to the public is starting April 13, 10 AM PT! Register TODAY as part of our first graduating Foundations Level 1 class, for $549, using special promo code: 6WCF549 ($900 saving!). Everyone who graduates from the program will receive a certificate to add to their LinkedIn Profile.

*Note, we are limiting this 1st class to 25 people as we want to ensure an opportunity for everyone to engage during the session.

This interactive, highly engaged Education Foundations Level 1 Customer Success Growth Molecules Certification program, is offered at this discounted rate as you will be in the inaugural cohort of learners in the public classes that will now be offered monthly.

Level 1 Foundations:

Topics:

1. Leading Effective Business Meetings
2. Customer Communication Best Practices
3. Mastering the Art of?Nojitsu: How to Say “No” in a Customer in a Friendly Way
4. How to Start the Renewal at Kickoff
5. Time Management and Proactive Customer Management
6. How to Have Difficult Conversations

We look forward to growing this academy and offering more courses, making them better with time, and welcoming more students.

Today I am so thankful for the opportunity that sometimes I think was accidental but serves a purpose and perhaps was meant to be after all.

PS. You can get a sneak peek of what to expect here:

?Have feedback? Education course requests? Contact us! We are continuously growing and seeking ways to improve. [email protected].

Emilia