In today’s evolving B2B SaaS landscape, Customer Success and Account Management teams are not just support arms - they are revenue owners, responsible for driving growth, retention, and long-term value. This course is designed for customer-facing professionals who want to confidently articulate, deliver, and prove value throughout the customer journey, shifting from reactive account management to a proactive, strategic mindset.

By enrolling in this course, you’ll learn how to:

  • Understand what value means to different stakeholders

  • Define what value means for each customer and clearly articulate it back to them

  • Deliver value through effective success planning and collaboration

  • Guide your customers to realise tangible value - and renew with confidence

You’ll leave this course with a clear, repeatable approach to driving and demonstrating value - equipped to influence renewals, unlock growth opportunities, and confidently lead value conversations across your accounts.


The coaches

Katy-Jo Close

Team Lead, Account Management, Hook
KJ is an experienced Customer Success and Account Management professional with a focus on helping B2B SaaS customers unlock and realise long-term value. At Hook, KJ partners with strategic accounts to deepen relationships, drive adoption, and align product capabilities to customer outcomes. Previously, KJ led the Major Accounts Customer Success team for a regional portfolio at an EdTech Start Up, working closely with senior stakeholders to retain and grow key relationships. With a background in CX consulting, KJ brings a unique perspective on customer journey design and the operational levers that influence engagement, satisfaction, and revenue.

Matthew Welch

Innovation and Transformation, Salesloft
Matthew has spent the last 12 years building business value & strategy teams in Pre IPO SaaS companies. Matthew focuses on leveraging value to increase deal size, win rate and lifetime value. Matthew helps Sales, Marketing, Success and Customer delivery teams to build scalable processes to define, quantify, and govern unique customer value. Helping organisations shift from selling products and features to business outcomes & realisation strategy at scale.

Ready to lead with value across the entire customer lifecycle?

Get started