Become World Class in Customer Success
Impact Academy is all about elevating the competence,
confidence and careers of Customer Success Managers.
Our Courses
About Impact Academy
Elevate the Competence, Confidence & Careers of Customer Success Teams
With the growth of SaaS and recurring revenue business models, the function of Customer Success has become a top priority for any company. As a result we have a new and rapidly growing workforce of Customer Success Managers.
Impact Academy is all about elevating the competence, confidence and careers of Customer Success Managers. The program is centered on real business scenarios and covers
know-how, skills and best practices that have generated proven results for thousands of companies worldwide.
A Customer Centric Strategy builds on people in general and the customer-facing organization in particular. Having your team go through this program will not only empower them in their job but also accelerate your implementation of the strategy.

Speakers
Lincoln Murphy
Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker. As one of the earliest evangelists for Customer Success, Lincoln was invited to co-author the book on Customer Success.

Johan Nilsson
Johan Nilsson is a Swedish technology entrepreneur. He has a long background building SaaS-companies and is presently the CEO & founder of Startdeliver, a next generation Customer Success Software.

What our participants say about us


"I took part in the Program in the spring and it was really inspiring and brought up many new thoughts and ideas. Having one of my CS Heroes, Lincoln Murphy, show and tell about his unique vision for CS was nothing short of amazing. I would definitely recommend anyone in CS take part in these programs."
Jens-Henrik Rosasco Borg
Mapspeople



"I really enjoyed receiving training from Lincoln Murphy, whom I have been following for a long time. I got a lot of tips and insights to how we can improve our customer success department. Only regret about the training is, that it had to end".
Pernille Christensen
CV Partner



"What I appreciated about the program was that you as a participant got invited to the conversation, instead of just listening to a "standard webinar". We have made some key improvements in how we work that have enabled us to scale up much faster."
Philip Simon
Rule Communication



"The Five week program with Lincoln Murphy and Johan Nilsson is a great opportunity to develop as a Customer Success Manager. A lot of great questions are being raised and answered during the program and I really appreciated the parts on how to increase advocacy and work with churn analysis.”
Julia-Olsson
Datscha



"I really enjoyed the program this spring by Startdeliver. It taught me many new things about how to set up a proper CSM structure and it confirmed and reassured me that we are doing some things in the right way already. We will for sure sign up for the program in the fall"
Ralph van Katwijk
Flowbox



"Tailor-made and well-planned program that does not interferes with your regular work balance. I was impressed by the set-up and the commitment you felt. Today I bring points from both the sessions and the group dialogs in meetings with my customers"
Sabina Lepistö
SalesScreen

.png)

"I learned many awesome things and got helpful insights during the 3-week program. I could confirm that we're going in the right direction and it was easy staying up-to-date through the flexibility of having it recorded. I would recommend the program without hesitation."
Doris Benitez
Job Today


"I have been following Lincoln Murphy for a while and I was happy to still hear new insights in CS. Really like the no-nonsense style of this program."
Stefan van den Tol
aNewSpring



"The three weeks of combined homework and live sessions have given me a deeper understanding of how I shall lead and develop my business as a Customer Success Manager. The course has definitely given me a valuable operational toolkit and I really enjoyed Lincoln’s and Johan’s down to earth way of leading and teaching–easy to catch all messages!"
Roger Skogmo
Kongsberg Digital



"A very well thought out and informative course! I walked away with tangible knowledge that I will be able to apply to my every day work and action points to help myself and my team continue to work to improve our processes. The course was very interactive which allowed us to connect with and bounce ideas off of like minded Customer Success professionals. I’d highly recommend this course to anyone looking to improve their CS organization, no matter the size or maturity level."
Kate Leske
Nosto Solutions Oy

FAQ
My title is not "Customer Success Manager", can I still join the program?
+Yes. The title Customer Success Manager is not used for all roles that actually work with Customer Success Management. Some examples of other titles that can participate in the program are Customer Care, Account Manager, Customer Success Specialist, Onboarding Specialist, Customer Success Executive to name a few. If you work with the existing customers in a recurring revenue business you will get a lot of value from the program.
I have a busy schedule, do I have to take time off work?
+There is only 2 hours per week that is scheduled during normal work hours. There will also be some work to be done by yourself that you can either do during work hours or on after hours. We know that Customer Success Managers are very very busy. The program is a way to help improve and make work more productive and efficient. It's investing some time now to get it back in the coming months and years.
Can I get a discount if we are more from the same company attending?
+Yes. We have a volume discount starting at 5 respectively 10 attendees. Check out the sign up form.
Is this a beginners program or an advanced program?
+There are different courses suitable for any stage in your career. If you are new to Customer Success Management or if you have been working with it for many years, you will take away different things. You can see in the courses descriptions what level the courses are intended for. The program is designed around universal topics and concepts within Customer Success Management that you are never “done” with. You will also be grouped with peers based on experience, business, customer types etc.
I will miss some of the planned Live Sessions, can I still participate?
+Yes. All Live Sessions will be recorded and shared the same day. Having said that, the purpose of the Live Sessions is to have interactions with others and be able to work in groups. So, we highly recommend blocking the Live Sessions in the calendar.
Will there be opportunity to meet and network with others?
+Yes, a big part of the program is interaction with others. You will be part of a smaller group based on experience, business, customer types similar to yours. This group will work together during the program and do both workshops and share learnings together. There will also be a bigger group where you will get to share and interact with other participants.
Our business is not similar to other SaaS companies, will the program be relevant for me?
+We will cover many concepts that are universal in nature but can be applied differently depending on business and priority. If you are in a business with recurring revenue, you have customers and you want to find ways to work better to make them stay longer, buy more and advocate for you, then you will get value from the program. And if you are not convinced after the first week, we offer 100% money back Guarantee.
Our company is not a Startdeliver customer (yet), can I still join the program?
+Yes, the Impact Academy Programs are completely separate from the Startdeliver product. We share tools and know-how that are universal and help everyone working within Customer Success.