profile

Lincoln Murphy

Head of CS training (updated for 2026)

Published 2 days 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

Our next Customer Onboarding training starts tomorrow, Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management...

6 months ago • 1 min read

Our next Customer Onboarding training starts on Tuesday, April 22, 2025. Learn more about the program and sign-up here. Onboarding is arguably the most important customer lifecycle stage. In this program you'll learn how to get your new customers to do the things they need to do to get this still-fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Specifically, we'll cover: Lifecycle stage metrics Handover management Time...

6 months ago • 1 min read

TL;DR: We're running "Save Customers Now!" workshops again—PLG on April 15 and Enterprise on April 17. Stop churn immediately in Q2. I just got this email from a CS leader: "Lincoln, I'm freaking out. With everything going on—economic uncertainty, customers tightening budgets, chaos everywhere—churn is gonna hit us HARD in Q2. Are you doing another 'Save Customers' workshop soon? Fingers crossed." Bad news: I've heard similar messages from several CS leaders already. Good news: "Save...

7 months ago • 1 min read