The Startmate x Kirsty Traill Customer Success Fellowship is built to supercharge the careers of those working in (or aspiring to work in) customer-facing roles.
Over the course of 6 weeks, you will learn world-class strategies for improving the customer experience, reducing churn, and ultimately, driving revenue.
Kirsty Traill is Chief Customer Officer at Shuttlerock and the brains behind this program.
In addition to getting access to Kirsty’s 20+ years of customer success experience, you’ll also learn from other industry experts, covering the following weekly topics.
Week 1: Model and strategy
Understand the different customer success models based on your company stage, how these evolve over time, and the strategy behind each model.
Week 2: Understanding your customer
Dive into the importance of defining your personas and their journey, and learn how to align your solution to their primary needs to drive engagement and deliver value realisation.
Week 3: Alignment and launch
Take a customer experience approach to customer success, define the sales-to-service handoff, recognise the importance of customer alignment, and develop robust kick-off and launch plans.
Week 4: Adoption and engagement
Learn how to drive customer adoption and engagement at scale to reduce churn risk and improve efficiency, and discover the role and value of customer marketing to create expansion opportunities.
Week 5: Value realisation and renewal
Understand how your customers define and measure value, as well as how to build a program to ensure they realise this value on their journey.
Week 6: Expansion and advocacy
Define cross and upsell programs, leverage white space mapping to develop expansion strategies, and learn the importance of customer advocacy.
In addition to joining a community of ambitious people looking to excel in customer-facing roles, you’ll connect with Startmate’s community of startup founders, investors and operators.
You’ll gain access to the Startmate Talent Engine, a platform that will connect you with startups looking for your skillset.
To put it simply, we believe customer success plays a critical role in the success of any startup, as reducing churn and increasing retention and referrals ultimately result in increased revenue when done well.
We want to supercharge customer success careers and in turn, supercharge the startup ecosystem.
Our ideal Customer Success Fellows have been working in, or are aspiring to work in a customer-related field (think customer success, experience, service, support, sales and marketing).
The Customer Success Fellowship program fee is $2,000 + GST.
Startmate offers full and half scholarships in special circumstances. Read more about our scholarships here. The fee will only be invoiced after program acceptance and can be paid upfront or via four fortnightly instalments.
Want to sign up as a group?
Group discounts are available if you sign up with three or more people from your company. Email email@example.com if this is you.
This is our inaugural Customer Success Fellowship cohort.
As the program is run remotely, we encourage you to apply from anywhere across Australia or New Zealand.
The Customer Success Fellowship runs 6 weeks with a time commitment of 3-4 hours per week.
There will be 2 weekly sessions: a content session including both theoretical and practical elements on Wednesday from 12-1.30pm AEST, and a second panel or practical session on Thursday from 12-1pm AEST.