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Finding valuable webinars that offer more than surface-level concepts is a common challenge for Customer Success Managers (CSMs). Many webinars provide general advice that, while informative, may not deliver the practical, real-world strategies CSMs need to enhance their processes.
We've curated a list of Customer Success webinars that go beyond the basics, focusing on tangible insights you can use to improve your CS strategy. From tracking meaningful metrics to better engaging SaaS clients, these webinars cover key areas that matter most to CSMs.
The five webinars featured in this blog are designed to equip you with the tools and strategies you need, whether you're aiming to reduce customer churn, boost product adoption, or stay up-to-date with the latest industry trends.
1. Customer Success Metrics that Matter with Dave Blake
In this webinar, Dave Blake, founder and CEO of ClientSuccess, leverages his vast experience to help CSMs understand and apply key Customer Success metrics like NPS, CES, and CLV.
Blake goes beyond just explaining the importance of these metrics, offering actionable advice on how to incorporate them into everyday workflows to drive meaningful results.
For instance, NPS can pinpoint future advocates, while CLV helps focus on high-value customers, and CES highlights areas where customers encounter challenges.
By focusing not only on what to measure but also on how to use this data in daily operations, Blake provides CSMs with practical insights that can significantly improve their performance.
2. Unconventional Tips for Growing Your Career in Customer Success with Carly Agar
In this webinar, Carly Agar, a highly experienced Customer Success Career Coach, shares unconventional strategies for accelerating your career growth.
Drawing from her own journey – from starting in frontline CS roles to leading teams and ultimately becoming a career coach – Agar provides insights that go beyond the traditional paths to success.
Agar emphasizes the importance of standing out through personal branding, building a strong network, and finding unique ways to add value in your role.
Her own career evolution, which involved navigating non-traditional opportunities and breaking out of standard career molds, demonstrates that taking an unconventional approach can lead to significant career advancements.
This session is perfect for anyone looking to explore new ways to succeed in the ever-evolving field of Customer Success.
3. Cardinal Sin of Customer Success with Greg Daines
In this webinar, Greg Daines, CEO of Client Velocity and a recognized expert in Customer Success, shares his deep expertise on one of the most common mistakes in the field: failing to spot early signs of churn.
Daines brings years of hands-on experience, offering valuable insights into how customer dissatisfaction leads to churn and how to prevent it.
In addition to identifying churn risks, Daines offers recovery strategies for rebuilding trust after mistakes – a crucial skill for any CSM.
His insights are rooted in real-world experience, making this session highly credible and practical for any CSM looking to improve retention and customer loyalty.
4. The Data-driven CCO: Transforming Customer Insights into Strategic Actions with Kristi Faltorusso
In this webinar, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, shares her deep expertise in using customer data to drive meaningful business results.
She demonstrates how CSMs and leaders can make smarter, data-driven decisions by leveraging real-time feedback and insights.
With practical examples from her own experience leading data-driven initiatives, Faltorusso provides actionable advice on integrating data into everyday operations to ensure maximum impact and alignment with customer needs.
Her real-world experience in this space makes the session especially valuable for CSMs looking to enhance their strategic approach through data, ensuring they stay aligned with evolving customer needs and drive stronger business outcomes.
To explore how data-driven strategies can further boost CLV, be sure to check out our blog on why CLV is higher for data-led CS teams.
5. What SaaS Clients Really Want From Their CSMs in 2024 with Todd Kirk
In this insightful webinar, Todd Kirk, Associate VP of Solution Provider Advisory at BrainStorm, shares his extensive knowledge of the SaaS industry and Customer Success.
Drawing from years of experience, Kirk explores the evolving needs of SaaS clients in 2024, offering practical guidance on how CSMs can adapt their strategies to meet these changing expectations.
He covers essential topics such as refining communication, tailoring customer interactions, and personalizing strategies based on client-specific usage and industry trends.
Kirk's expertise in understanding client behavior makes this webinar particularly valuable for CSMs looking to stay ahead of the curve in Customer Success.
One of the strengths of the session is its focus on practical solutions for building personalized relationships, such as regular check-ins and customized messaging aligned with a client’s product usage and industry needs.
For a deeper look into future SaaS trends and how to align with client expectations, you can also explore our predictions for 2025.
By attending these webinars and applying shared insights, CSMs can adapt their strategies to meet evolving client needs better.
Whether it’s refining communication, tailoring customer interactions, or focusing on key metrics, the next step is implementing these ideas effectively.
Conclusion
Webinars offer more than just basic information – they provide practical strategies that can help you refine your Customer Success approach.
From improving customer engagement to enhancing retention, these insights can address the challenges CSMs face every day. But to make real change, it’s crucial to put these ideas into action, whether that means refining communication techniques or adjusting your metrics.
For more resources, check out our other blogs that cover must-read books about Customer Success and insightful CS podcasts that can boost your knowledge.
