Attention Customer Success Leaders at Small to Midsize B2B SAAS Companies
The Future of Customer Success Leadership Is In Your Hands
Stop running away from your executive seat at the table and start leveraging your customer expertise to prove your value and own retention revenue today!
Every day, you will beat your previous record for the consecutive days you have kept your Customer Success job. In other words, you must face many challenges in Customer Success every day.
Does any of this sound familiar to you?
- Constantly having to prove yourself.
- Frustration with an increased churn rate.
- Exhaustion from small value tasks such as managing unfit customers.
- Sleepless nights mulling over how to empower your CS team.
- Imposter syndrome, even though you know you are an expert.
- Internal dialogue regarding growing metrics, retention, and revenue.
It is not your fault.
The Customer Success business function is too new to garner the respect, executive power, and leadership it deserves.
- You’re going against sales pressured into signing new acquisitions.
- Marketing that should attract the right customers but do not.
- Product that produces software that doesn’t align with customer needs.
Further, the aftermath that comes with these misalignments falls on you:
- Unfit and unhappy customers.
- Misinformed customers with unrealistic expectations.
- Customer insights that no one is willing to use.
- Low customer confidence in the product value.
So when an economic downturn or mass industry changes arrive, you and your team are laid off first, even though it is cheaper to maintain a customer than to acquire a new one!
There is hope.
- Imagine a business model where Customer Success leadership is recognized and respected as a critical business function.
- Imagine a workplace without pressure, silos, churn, unhappy customers, or wasted data.
- Imagine a department where anything is possible: growth, expansion, increased revenue, empowered CSMs, and an executive seat at the table.
Hi, I am Anita. Chief Churn Crusher.
I am an avid learner and professional conductor of two highly energetic teenagers, two cats, and two dogs. I love 12:34 p.m., and I love Volkswagen Beetles.
- You have the intellectual prowess to drive revenue through upsells, renewals, and other expansion opportunities.
- You can secure the jobs of your Customer Success team and profession.
- You are sitting on a goldmine of customer data insights that can boost revenue and earn you a seat at the executive table.
- You have compassion, curiosity, and courage to listen to the customer before making big decisions so you can consider the impact.
- There is a story behind every metric that starts with the unfiltered voice of the customer.
That is why I designed a fool-proof customer retention strategy to:
- Champion your retention efforts
- Break down company silos
- Unify cross-functional leadership
- Prove your executive value
Also, to solve complex problems that yield better customer experiences and better business outcomes.
“One 30-minute conversation with Anita, and you will get at least one “Aha” moment about your business. She understands the Customer Success space intimately, having talked to and worked with so many companies. I recommend that anyone trying to reduce churn for their company take a discovery call with Anita. Plus, her upbeat personality makes her wonderful to talk to.”
Alan Zhao, Co-Founder
Warmly
I invite you to discover the power of customer data inside our workshop
Churn No More: A Tactical Workshop For Customer Retention
It is a game-changing workshop for Customer Success leaders who are ready to gain their next retention win and earn a seat at the executive table.
Perfect for Customer Success Leaders at Small To Midsized B2B SaaS Companies
Consider this your FastPass to learn how to use small customer insights to get big retention wins. You will shift your CS department from first-to-cut to first-to-retain.
What You'll Learn
Inside this workshop series, you will learn how to:
- Demonstrate why Customer Success is a business-critical function even if the C-suite has yet to recognize it.
- Take ownership of Customer Success as a revenue-generating role so that your profitability sustains your job security.
- Increase the efficiency and effectiveness of your retention efforts to elevate your team's productivity.
- Use customer insights to increase customer happiness even if the sales team closes less than ideal customers.
- Implement a repeatable customer retention strategy to build a scalable system that survives the economic downturn.
- Collect invaluable data to improve your products so your business becomes cross-functionally aligned.
- Identify open retention opportunities so that you expand revenue through upsells, cross-sells, and renewals.
- Avoid catastrophic events that could take customers out quickly even if product, sales, and marketing have not bought into Customer Success.
Plus, champion your impact on organizational growth to prove your worth and ultimately earn a seat at the executive table.
“What sets Anita and ATI apart is their deep background in qualitative research in scientific methods. These are tremendous skills that they bring to the table that you typically can’t find even in advanced organizations.”
Ed Powers, Consultant
Service Excellent Partners
This is Not an Ordinary Workshop!
You are going to discover, implement, and get results.
Session 1: The Foundation (90 minutes)
- Learn why customer retention is so hard to improve.
- Discover the real reason why customers churn. (It is not the price!)
- Uncover the one key tool you need to improve customer retention.
Session 2: Implement & Discover (90 minutes)
- Use key learnings and to identify one priority retention opportunity.
- Implement my proprietary Customer Insights Method™.
- Develop the skill to spot early retention opportunities with ease.
Session 3: Early Wins & Growth (90 minutes)
- Get the one powerful tool you need to get executive buy-in.
- Learn how to prioritize high-value retention opportunities.
- Walk away with a list of future retention opportunities.
“Anita provided clear, concise feedback on the key elements, which enabled me to get started immediately and confidently. So far, I’ve gotten some really great insights and look forward to aggregating the data to uncover patterns. Anita’s advice and feedback were invaluable, and I already see being able to communicate this internally for a positive impact. I highly recommend Anita to anyone looking to learn how to crush churn via valuable feedback and insights.”
Shari Srebnick, Top 25 Customer Success Influencer 2022
Forrester
Plus These ‘Extra Support’ Bonuses
1. Two Live Q&A Sessions
- The live Q&A is where your customer retention journey begins.
- Ask questions live. Plus, get extra support from Anita and your fellow cohort members during your most challenging implementation period.
2. Private Slack Channel Just For Your Cohort
- Build relationships with other CS leaders and get your questions answered.
- Engage with your cohort members on critical Customer Success leadership topics and connect with fellow workshop participants.
3. Quarterly Teaching Sessions
- When the cohort ends, the training does not!
- Anita will host a new training session on a Customer Success leadership topic every quarter. Stay current with what is trending, working, and what is not working.
4. Unlimited Access Customer Success Slack Community
- Get one year of unlimited access to our private CS community Slack channel.
- Network, brainstorm, and share your successes and challenges with the community. Gain consistent support and develop lasting connections.
Our Retention Promise
We want you to walk away from this workshop feeling like every dollar you paid and every minute you spent with us was worth it. We will guide and support you as you identify one high-value retention opportunity.
The days of fretting or worrying about increasing customer retention will be over because you will have a strategy to help you discover retention opportunities no matter what is happening:
- Economic downturn?
- Strategic company change?
- New competitors?
- Market crash?
- Smaller team?
“Working with Anita has provided all the color and context around some pretty significant decisions we’ve made that have changed the entire operating model of our client’s company.”
Sheik Ayube, VP Business Development
ESG
Are you still contemplating which direction to take? Consider this...
Customer Success has only existed for about 20 years compared to product, sales, and marketing.
1. Proving your value has come with challenges and resistance.
2. Imposter syndrome prevents you from owning corporate revenue.
3. Stepping into an executive role yields much pressure.
You did not join this profession to remain at the status quo. You entered this profession because you fell into it; you developed a passion.
- You developed a passion for customer satisfaction, helping others achieve their goals, and making a positive difference for your most valuable resource: your customers.
You entered this profession to revolutionize how businesses develop, market, sell, and improve products and to disrupt the old ways of doing business.
Further, you understand that the best way to innovate your business is through customer data insights.
You are the expert on your customers.
Customer retention revenue is your responsibility.
It is incumbent on you to acquire the resources and strategy to demonstrate the intrinsic value of your Customer Success team.
You cannot afford to let an economic downturn or mass industry change impact your job security. Also, you cannot continue ‘managing’ unhappy customers.
Instead, get equipped with the power of customer data insights and leverage your value against the revenue you will consistently grow one retention win at a time.
FAQs
“A prudent question is one half of wisdom.” – Francis Bacon.
Who this workshop created for?
This workshop is for CS leaders who prioritize delivering exceptional customer service, even with limited resources. We seek CS leaders who are genuinely committed to customer retention, not out of obligation but out of a genuine desire to cultivate lasting relationships.
We value dedicated CS leaders passionate about addressing fundamental challenges in innovative and insightful ways. To work with leaders who take pride in their work, customers, team, and organization. Those prepared to become their company’s foremost customer retention experts and eager to share their successes with the broader CS community. (Knowing that the skills acquired in this workshop will only improve over time)
Who is this workshop not created for?
This workshop IS NOT for Customer Success leaders looking to retain customers at all costs—those who use tactics, hacks, and loopholes to stop customers from leaving. We are uninspired by those unwilling to do the work, remain close-minded to new ideas, and are comfortable with where Customer Success leadership remains.
What if I do not want to own retention revenue?
A gentle reminder: Retention revenue is your responsibility. If you are nervous about taking on significant responsibility, such as owning revenue, we can help. Do not let fear of failure (or success) stop you from stepping into your leadership role and taking your rightful seat at the executive table. As you know, a business can only flourish with customer insights. Your expertise is directly related to revenue generation. Accept it. Get support. Prove your value once and for all with our science-backed method of using customer insights to reduce churn and retain more customers.
Do I truly get unlimited access to the Slack channel?
Yes. All participants will receive unlimited access to our private Slack group with other CS leader workshop participants who share the same challenges for one year. You’ll also receive quarterly training by leading experts in the field. However, this goes without saying: Anita is indebted to the life of the Slack platform.
What are the dates of the workshop?
March 5, 2024, 1- 2:30 pm Eastern
March 19, 2024, 1-2:30 pm Eastern
April 2, 2024, 1-2:30 pm Eastern
How much time do I need to invest?
We are looking for ten Customer Success Leaders who are willing to take the time to learn and implement approximately 2-3 hours/week over the six-week workshop period. There are approximately 90 minutes of prep work before the workshop begins.
How does one prove that Customer Success is a critical business function?
It can be challenging to demonstrate the value of Customer Success as a critical business function, especially if some executives need to recognize its importance. Inside this workshop series, you will explore strategies to showcase the impact of your work and its contribution to the company’s success. You will also grow the confidence to share it and own it.
How many participants do you accept into the cohort?
This workshop is limited to 10 people. You will get exclusive access to Anita to ensure you get the best possible outcomes. Anita will teach each session live; you can access her 20+ years of academic research and experience. Acceptance into the cohort requires an application and a short ‘getting to know you” call.
Please note that this workshop is only held once a year. So, if this interests you, please apply now.
Who is this Chief Churn Crusher and Customer Success Disrupter anyway?
Anita Toth is a 3x Customer Success Top 100 award winner. She dedicates her time to helping B2B Customer Success leaders drive revenue through customer retention research, strategy, and education. With 20+ years of the highest level of academic research, Anita is no stranger to delivering results under pressure and navigating a competitive landscape to make an impact, differentiating herself, and showing value. Moreover, she holds a Master’s degree and has a certification in storytelling through data.
Following two horrific customer experiences, Anita felt dehumanized. Treated like a number rather than a person, she resolved to help companies enhance the customer experience. Her mission evolved to spare others from the disappointment and frustration she endured and create more happy customers.
She founded ATI, leveraging her extensive 20+ years of academic qualitative research expertise. Anita helps Customer Success leaders in B2B SaaS companies better understand their customers so CS leaders can foster better customer and company outcomes.
“Anita possesses an exceptional talent for distilling information and crafting captivating narratives that effectively convey her points. Unsurprisingly, she has earned the esteemed title of Chief Churn Crusher in the Customer Success industry.”
Christina Chiu Smigie, Director of Customer Success
Descarte System Group
I want to be straightforward.
This workshop only accepts 10 participants and is only held once a year. So, it is imperative that you make a decision as soon as possible. Let me help.
If you do not invest in this workshop, you will face the same challenges:
- Increased churn.
- Fearful of job loss.
- Hiding behind the shadows of sales, marketing, and product.
- Missed opportunities to retain customers.
- Lost revenue and weak leadership.
If you join our workshop, you will elevate into a CS leader who:
- Produces consistent customer retention revenue.
- Garners respect and increases perceived value from the C-Suite.
- Improves customer experiences through data.
- Reduces company acquisition costs.
- Communicates customer needs with clear insights.
- Creates a predictable customer retention strategy.
- Proves the lifetime value of the Customer Success team.
- Positions yourself for C-Suite leadership.
Churn No More: A Tactical Workshop For Customer Retention Includes:
- Session 1: The Foundation
- Session 2: Build & Launch
- Session 3: Early Wins & Expansion
- Two Live Q&A Sessions
- Private Cohort Slack Channel
- Unlimited Access To CS Slack Community
- Quarterly Training Sessions
Regular Price: $10,000
Beta Price: $3,000
“Anita’s high energy and positive attitude made for a highly engaging session together! She was kind enough to tailor her guidance to my needs, discussing post-onboarding feedback strategies to maximize customers’ success. She was highly knowledgeable and helped me to develop a clear process to execute this plan. I highly recommend speaking with Anita to discuss your customer needs. Thanks, Anita!”
Simon Trenker, Customer Success Partner
SAP
Get ready to
tear down company silos,
establish customer expertise,
create happier customers,
build credible C-Suite relationships,
and more!
“When we strive to become better than we are, everything around us becomes better, too.”
~Paulo Coelho
