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About Pulse Academy

Pulse Academy Live is the premier Customer Success educational event in the world, with related programming enjoyed by over 10,000 CS professionals since 2013. Pulse Academy Live includes a multi-course, day-long immersive experience for CS professionals of all levels. Whether you're new to Customer Success, have previously attended a Pulse Academy, have attained your certification via Pulse+, or are looking to advance your Gainsight Admin product knowledge, we have refreshed and advanced content, workshops, and experts to help accelerate your career and the impact you'll have on your business.

What to Expect

Full-Day, In-Person Program

The programming has been completely refreshed for Pulse 2020, with more focus on small group discussions, workshops, ask-me-anything sessions, and opportunities to collaborate with like-minded peers. Expert leaders in Customer Success will guide the day's learning and share their wisdom.

Distinct Educational Courses

  • Customer Success Fundamentals

    This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It's perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

  • Advanced Customer Success1

    This advanced course is highly interactive and is intended for seasoned CSMs and CS leadership. We'll deep-dive into hot topics, advanced CS strategies, and practical lessons via round table and small group discussions.

1 Recommended for Pulse Academy alumni, Pulse+ members, CS Leaders, or those who've been in a CSM Role for some time.

Pulse Academy Agenda

Customer Success Fundamentals

This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It's perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

  • 7:30 AM - 9:00 AM
    Registration Open & Light Breakfast
  • 9:00 AM - 9:15 AM
    Welcome & Logistics
  • 9:15 AM - 10:00 AM

    Why CS Matters

    We’ve entered a new age. Customers have new expectations and represent new opportunities for growth. In this session, you’ll discover how Customer Success plays a critical role in maximizing the value of your customer base.

  • 10:00 AM - 10:30 AM

    What Customer Success Is and Is Not

    What is Customer Success? What isn’t it? And what does a CSM do, exactly? Learn the answers to these questions and much, much more in Customer Success Fundamentals. This session will provide you with a solid understanding of the function of Customer Success and the frameworks involved in delivering the outcomes your customers truly desire.

  • 10:30 AM - 11:00 AM

    10 Laws of Customer Success

    Customer Success is growing every day. With all the tactics and strategies floating around, it can be hard to turn the overflow of information into an organized strategy. This session will cover 10 fundamental laws of Customer Success that you can use to give your frameworks some more focus.

  • 11:00 AM - 11:10 AM
    Break
  • 11:10 AM - 12:00 PM

    Customer Success Metrics

    The most impactful Customer Success teams are metrics-driven. They know which numbers matter and how to calculate them—and after this session, you will too. Get ready to deep-dive into the metrics commonly used by best-in-class Customer Success orgs and gain a deep understanding of terms like churn, retention, renewal rate, and more.

  • 12:00 PM - 12:30 PM

    Ask-Me-Anything Session

    This session is a great opportunity to engage candidly with a Customer Success industry thought-leader. Bring your questions—even the hard ones. Our guest will rapid-fire answer as many of them as possible starting with the ones upvoted in real time by attendees.

  • 12:30 PM - 1:30 PM
    Lunch
  • 1:30 PM - 1:45 PM
    Pulse Academy Competition, It's a Tradition
  • 1:45 PM - 2:30 PM

    Preparing for Your Customer Engagements & Art of Discovery

    One of the most important skills of a CSM is always being prepared for your customer engagements and knowing which questions to ask when you're with them. In this session, you will learn effective ways of always being prepared and ready to ask the right questions that will lead your customer to their desired outcomes.

  • 2:30 PM - 3:15 PM

    Know How to Respond When You Don't Know the Answer Workshop

    As a CSM, you are often put into challenging situations where you might not know the answer. How you handle it is critically important to building respect and trust with your customer. In this workshop, you will learn tactics and phrases that are effective when you don't know that answer.

  • 3:15 PM - 3:25 PM
    Break
  • 3:25 PM - 4:00 PM

    Delivering Impactful Executive Business Reviews

    The quality and impact of an EBR can have lasting effects on your customers, good and bad. In this session, you'll learn the most important elements to include in every EBR and how best to deliver them.

  • 4:00 PM - 4:45 PM

    Customer Journey Mapping Workshop

    A customer journey map is a key part of Customer Success strategy, and in this session, we’re diving deep into the methodology for doing it right. You’ll learn invaluable skills like how to define key personas, build out playbooks, understand success across the customer lifecycle, define key stages, and more. At the end of the session, you’ll have the tools you need to create meaningful journeys for your customers.

  • 4:45 PM - 5:30 PM

    Final Ask-Me-Anything and Session Wrap

    Hopefully, you've had many questions answered throughout the day. However, we know that some questions often go unasked and unanswered. This is your opportunity to ask anything related to Customer Success to a panel of seasoned CSMs and CS Leaders.

Advanced Customer Success

This advanced course is highly interactive and is intended for seasoned CSMs and CS leadership. We'll deep-dive into hot topics, advanced CS strategies, and practical lessons via round table and small group discussions.

  • 7:30 AM - 9:00 AM
    Registration Open & Light Breakfast
  • 9:00 AM - 9:15 AM
    Welcome & Logistics
  • 9:15 AM - 10:15 AM

    Growth & Expansion Management Workshop

    Revenue growth is the #1 objective for almost every business. Core to that growth is the virtuous cycle of retention, expansion, and advocacy. Whilst customer success is key to each of those steps, it’s less clear where formal lines of ownership, quota, and compensation should be drawn. This workshop session will address tough topics: what is the role of CS in the growth strategy, who should own various growth metrics, what is the industry trend, how should I better prepare myself for managing commercial conversations, and how do various job functions support one another?

  • 10:15 AM - 11:00 AM

    Advanced Health Score Workshop

    The process of designing and implementing an effective customer health score requires a careful balancing act of identifying meaningful measures and thresholds whilst keeping it simple. However, scorecards need to be refreshed frequently. What happens if you are an on-premise or traditional goods company and don't have access to customer data and telemetry? What if your scorecards are just too simple and don't provide the fidelity needed for meaningful line-of-sight into risks and growth opportunities. In this session you will learn practical tips and discuss best practices in group breakouts.

  • 11:00 AM - 11:10 AM
    Break
  • 11:10 AM - 12:00 PM

    Advanced Segmentation Workshop

    You already know about the basic pyramid touch model. But what are the best-practices strategies when you have a complex customer population or non-traditional mix? Do you segment on revenue-band, region, industry, product, strategic-logo, partners/channel, etc.? These questions and more will be discussed actively during this class workshop

  • 12:00 PM - 12:30 PM

    Ask-Me-Anything Session

    This session is a great opportunity to engage candidly with a Customer Success industry thought-leader. Bring your questions—even the hard ones. Our guest will rapid-fire answer as many of them as possible starting with the ones upvoted in real time by attendees.

  • 12:30 PM - 1:30 PM
    Lunch
  • 1:30 PM - 1:45 PM
    Pulse Academy Competition, It's a Tradition
  • 1:45 PM - 2:15 PM

    You Think You're A Good CSM? What Does The Research Say?

    So you think you know a lot about how to be a good CSM? Let’s find out, as participants give their best guesses to important CSM questions that are compared to the results of an academic research study where customers tell us what CSM practices really work.

  • 2:15 PM - 3:15 PM

    The Four, Acute Commercial Moments in Customer Success PART 1

    As companies intensify their focus on the revenue-generating potential of existing customers, get ready to play a vital role in four, acute commercial moments in Customer Success: Renewals, Price Increases, Apologies, and Upgrades. This session will prepare you to ensure both your customer’s success and your company’s success. Increase your impact with science-backed communications approaches developed exclusively for the Customer Success profession.

  • 3:15 PM - 3:25 PM
    Break
  • 3:25 PM - 4:30 PM

    The Four, Acute Commercial Moments in Customer Success PART 2

    As companies intensify their focus on the revenue-generating potential of existing customers, get ready to play a vital role in four, acute commercial moments in Customer Success: Renewals, Price Increases, Apologies, and Upgrades. This session will prepare you to ensure both your customer’s success and your company’s success. Increase your impact with science-backed communications approaches developed exclusively for the Customer Success profession.

  • 4:30 PM - 5:00 PM

    Customer Success at Scale using Tech Touch

    Most companies have a "long tail" of smaller customers with low revenue per customer. Whilst they may not have the same visibility of enterprise clients, they are significant in aggregate and need purposeful attention. In this session, you'll learn and discuss various techniques for automating your customer engagements, even for your high-touch customer segments.

  • 5:00 PM - 5:30 PM

    Final Ask-Me-Anything and Session Wrap

    Hopefully, you've had many questions answered throughout the day. However, we know that some questions often go unasked and unanswered. This is your opportunity to ask anything related to Customer Success to a panel of seasoned CSMs and CS Leaders.

Registration

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Cancel by February 1st for a full refund. Cancel between February 2nd and April 1st for a 50% refund plus a $150 fee. No refunds after April 1, 2020.