profile

Lincoln Murphy

Head of CS training (updated for 2026)

Published 4 months ago • 1 min read

Oct-20 - Nov-7. Learn more and sign-up here.​

Leading a Customer Success org in 2026 requires more than just operational know-how. You need a strategic approach to driving NRR, building high-performing teams, and proving CS's value to the executive suite.

Introducing: Strategy & Scale​
Our completely reimagined Head of CS training program, running October 20 - November 7 at Impact Academy.

Over three weeks, you'll learn about the three pillars that separate great CS leaders from everyone else:

Week 1: Lead – Align your CS strategy with company growth
Create an environment where your team can actually succeed. Learn how to work with executives, align CS priorities with NRR goals, and understand the financial metrics that prove your team's impact.

Week 2: Manage – Build systems that scale
Measure what matters. You'll get frameworks to monitor team performance, intervene when needed, and run operations that consistently hit objectives.

Week 3: Coach – Develop your team to excellence
Great leaders develop people, not just spot problems. Learn the coaching frameworks that help every team member thrive, from individual CSMs to Directors with their own teams.

Companies are demanding more from their CS leaders than ever before. This program gives you the strategy and tools to deliver results that get noticed.

​Learn more and reserve your spot today.​

Space is limited. Don't miss out.
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~ Lincoln

Questions? Just reply to this email and I'll either answer you or point you in the right direction.
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Lincoln Murphy

I help SaaS companies Maximize LTV through Customer-centric Upselling

Read more from Lincoln Murphy

Hey, Expectations on Customer Success are super high in 2026. Customers want faster outcomes. Leadership wants proof of impact. Reactive CS won’t get you there. AI-first initiatives are taking over. Lifecycle Success & Retention Planning helps teams shift now. Outcome-driven focus across the customer lifecycle. Why teams join this type of training: Live, interactive sessions (not on-demand content) Role-playing & real scenarios that impact retention Hands-on work with your own customers...

15 days ago • 1 min read

November 18-20 in Kelowna, BC, Canada. This intensive is designed for SaaS companies ready to integrate AI into their growth strategy. Over two days, we'll explore how AI is transforming the five growth levers: product, marketing, customer success, sales, and leadership. I'll be leading the session on AI-first Customer Success Management—with practical, actionable strategies you can implement now, plus a roadmap for scaling over time. You'll leave with a clear operating model for your next...

3 months ago • 1 min read

On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...

3 months ago • 1 min read