Customer Success Training
Hi, I'm Nils Vinje, founder and CEO of Glide Consulting.
I have a deep passion for the training and enablement of Customer Success Managers and Leaders.
Some of the common questions I hear are:
You and I both know there is a certain amount of value that can be gained through generic training - training that could apply the same from one CSM in one company to another CSM in another company.
However, there is an exponentially greater amount of value that can be gained through training tailored to a specific function inside of a specific organization.
My job as your trainer:
All of this is custom to your team and your organization.
Role plays, scenarios and content overall will not be as impactful if it is not customized to your organization and tied to the specific situations that your team experiences on a daily basis.
If you'd like to know more, fill out the form below.
Jennifer Wang
VP Customer Success at Agari
I hired Nils to help me drive a major initiative shortly after joining Agari as the VP of Customer Success. The initiative focused on transforming our onboarding process and ensuring strong starts with our customers with a prescriptive approach from the beginning.
Nils listened to our current situation, analyzed our processes and then created materials and a training program for my team to drive our change. The training program was crucial to the success of this initiative and it was delivered in an exceptional fashion.
First, Nils drove the initial training on the new content he created. Then, he held one-on-one sessions with each team member where he gave individualized feedback on each presentation. Finally, each team member went through a "certification" test with Nils where they received additional feedback and recommendations on future areas to focus on to continue to improve their delivery and communication.
Several of the team members mentioned about how much they enjoyed the training and how much value they received. The end result was a substantially improved, streamlined, and consistent onboarding process.
Having Nils provide expert-level training and coaching ensured the success of the project, while also allowing me to focus on other strategic initiatives for the Customer Success department.
Jonathan Duke
Customer Success Manager at Kollective
I found Nils’ advanced CSM training session extremely eye-opening on both a personal and professional level. I am now acutely aware of and focused on a deeper level of being present, listening and asking powerful questions.
I put the skills I learned into action the day after the training with an unhappy customer and it had an enormous impact. The customer started out unhappy and very frustrated but ended the call excited and we have a plan in place to move forward! This was a win for both of us and I feel empowered to handle difficult conversations with ease now as a result of the skills I learned in the training.
Josh Saunders
Customer Success at Segment
Nils is Peanut Butter and Customer Success is Jelly; they’re fine on their own, but a magical experience when combined!
Our team benefitted greatly from his coaching and I’d recommend Nils and Glide to any company looking to build a Customer Success team!
Jenna Smith
Customer Success Manager at CodeClimate
When I started working with Nils, I had absolutely no background in customer success and my goal was to build out a customer success practice in a company that didn't previously have one. Over the course of 6 months, Nils worked with me on communication skills, customer success tactics and tips on how to hire for a CSM.
Our sessions consisted of role playing, he would provide feedback on recorded phone calls and general tips on where he thought I needed improvement. With Nils help, I was able to level up my skill set and our customer success practice is already seeing the benefits of less churn and revenue expansion.
I would highly recommend him to anyone thinking of using him.