Learn, connect, and level up with the best Customer Success leaders in SaaS

On Deck Customer Success (ODCS) is a continuous community for senior CS operators who want to build customer-centric cultures and maximize their potential through professional development and access to a trusted peer network.
APPLY TODAY
Onboarding is done in intimate cohorts every 4 months. Apply by October 24 to join the next onboarding cohort kicking off on November 22.
4-week intimate onboarding
World-class speakers and curriculum
Supportive masterminds
Specialized tracks based on your career goals
JOIN FELLOWS WORKING AT
TESTIMONIALS

Here’s what other Fellows have been saying about their ODCS experience

It's been such a rewarding experience. It's been so fun (and educational) to connect with fellow CS leaders — and our mastermind group is THE best!

Yolanda Lau, Chief Experience Officer, Liquid

THANK YOU for driving a well-run, organized program with depth, relevance and easily-recognizable impact on myself and our cohort of customer success leaders. I’m excited for all that’s ahead for us and, if you get a chance to join an On Deck program in the future... GO FOR IT.

Jeff Justice Williams, Sr. CS Executive, Box

I'm blown away by the level of engagement and talent across the group. I've met some great individuals already, picked up on a few thoughtful words of wisdom.

Dylan Miller, Director, Customer Success , Branch

I’m impressed and inspired by the Customer Success leaders that are part of this cohort, and I look forward to collaborating, sharing, and ideating alongside you as we dive deep on strategies and opportunities in Customer Success.

Mike Egan, Vice President of Customer Success and Integrations, BenchSci

Another great session thanks to our special guest Chris Koehler, Chief Marketing Officer at Box, also former Global VP of Customer Success at Box, for taking the time to join our book club! We talked about how Sales, Marketing, and Customer teams can work together seamlessly towards not only pipeline generation but, most importantly, on retention and growth.

Gözde Görce, Enterprise Customer Success Manager, Lob

It has been an absolute pleasure to be part of On Deck's inaugural Customer Success cohort. A lot of amazing learning opportunities and best practices from the best of the best in the industry. Thank you for building and creating such a valuable platform and community for CS leaders globally!

Deepak Venugopal, Head of Customer Success, DropThought

I’ve grow substantially in a short amount of time. Working with peers and sessions, I’ve built a small (but growing) knowledge base for myself that I’m constantly tapping into to prepare our company for growth: Customer Journey Best Practices, Software Suites (pros/cons), Hiring Strategies, and orchestrating the handoff between Sales & CS. I’m excited about the new annual model in ODCS and looking forward to meeting the new fellows!

Parker Rounds , Director of CS, Mosaic

Have really enjoyed my experience in ODCS. I was looking to expand my CS community and was able to do that both locally and globally. Also, definitely feeling more confident in driving change and outcomes from peer discussions and guest lectures. The content from our guest lectures was exceptional and I’ve already transferred some of my learnings into my work. Looking forward to more time with ODCS1 fellows!

Katie Spinosa, Head of Client Relationship Management, Invitae

Listening to the VP and C-level speakers has further validated the priorities that I am driving for my organization and in other cases, has given me ideas on where I need to pivot. I have had 2 extremely valuable mentorship sessions with Rod Cherkas which has confirmed that the work that I am doing at a “winner” company is in line with the path that I seek for my career.

Michelle Hackett, Sr. Manager of CS, Smartsheet

Rounding out the onboarding cohort the first On Deck Customer Success fellowship! Excited to continue this foundational community and meet the new November cohort. Thank you for the ultimate quest of bring value to CS leaders across the globe.

Jung Kim, Vice President, Client Delivery, NeuroFlow

If you are a CS leader or an IC looking to take your career to the next level, you should apply now to the second cohort of On Deck's Customer Success (ODCS) Fellowship. As a founding fellow, I am continuously impressed with the caliber of fellows and the diversity of their experience, the amazing programming delivered by the most forward-thinking CS professionals, and the community that we have been able to create over the last 9 weeks. Huge shout out to the team for building a great program and innovating based on fellow feedback!

Steve Schwartz, Customer Success, Carrot

Highly Recommend. Highly Satisfied. Incredible Network. Incredible Speaker Lineup. Incredibly well run. This program has been a game changer!

Brian Hartley, Sr. Director, Customer Success, RFP360

The guest speakers, the deep dive topics, the fun socials, and the entire cohort of incredibly smart people. HIGHLY recommend.

Shari Srebnick, Head of Client Success, Searchmetrics

This has been by far one of the best investments I have made in my professional journey! I was not completely sure what to expect when I started but from my first interaction with the program management it was a little too good to believe. Everything from the topics we we hit, the real time scenarios, the networking, no fluff working sessions with my peers globally...... it was incredible! I am glad to have a tribe of 80 CS peers globally I can learn from and win together!

Rupal Nishar, AVP of CS, Netomi

I had my H1 performance/feedback session with our VP of customer success and absolutely rocked it. Thanks to the support & encouragement from the ODCS community, I got the confidence boost I needed to really highlight my contributions & clearly showed how I’ve been adding value @ Twilio during the 1st half of 2021.

Jeri Lim, Senior Customer Success Manager, Twilio

ODCS has been a GREAT opportunity to learn the latest on CS from the very best in the field, meet other CS practitioners like me, that I would hardly have a chance to get to know, and have access to a constantly evolving library of resources on the subject that is not available anywhere else.

Clayton Costa, Global VP of CS, Drishti

I am excited to be an ODCS fellow long-term! I really enjoyed working with my Mastermind group and was able to immediately put into practice some of the learnings from the Deep Dive with Rav Dhaliwal in terms of pipelining and screening/testing, amongst many more. Furthermore, the ‘coloured cloak state of mind’ to induce a feeling of invincibility as taught by Nils Vinje during another Deep Dive will resonate with me for a long, long time.

Jelle Russner-Stafleu, CS Team Lead, SendCloud

Join a trusted community of Customer Success leaders

Our members are CS leaders working at high-impact companies who can support you throughout your journey. They come from diverse backgrounds, roles, and they all share a strong spirit of service.
Ellie Wu
VP, Customer Experience
Jeff Justice Williams
Sr. Executive, Enterprise CS
Leah Katherine Hill
RVP, Customer Success
Brian Lafaille
Global Head of CS
Rupal Nishar
AVP, CS
Laura Lakhawra
CS Executive, Key Accounts
Steve Schwartz
VP of CS
Tanya Strauss
Director, Customer Success Strategy and Operations
Shani Taylor
Manager, CS
Peter Oelschlaeger
VP of Customer Success
Natalie Cowie
Global VP, Enterprise Service Sales & Management
Mike Lee
Director of CS
Barrett Summerlin
VP of CS
John Jenkins
Senior Director of CS
Laura Farron
Director of Client Experience
Skai Kang
Director of CS
Victoria Waterman
Sr. Director of CS
Jason Hoe
Director of CS
Mihika Verma
Director of CS
Dylan Miller
Director of CS
Katie Spinosa
Head of Client Relationships
Adil Dittmer
Sr. CS Manager
Star Hofer
VP of CS
Fred Tsai
VP of CS
Tom Kiriakou
Director at Achievers

A community to fall back upon whenever you need

Enjoy ongoing access to a curated community of world-class CS enthusiasts to help brainstorm solutions to the unique everyday challenges you face in your role

Meaningful connections with peers, mentors and future collaborators

Build long-lasting relationships with peers for support and accountability through curated connections, or search the On Deck Directory to find and connect with other members

Socialize and mingle with the On Deck community

Meet not only Fellows in your cohort, but across Fellowships, in fun social events and community mixers

Navigate your career through intimate masterminds with trusted peers

Growing alone can be tough. The ODCS community is a place for confidential, meaningful conversations. You'll get invaluable support from a network of capable CS leaders who understand the challenges you face and want to see you succeed in navigating your career.

Regular check-ins

Join bi-weekly small group conversations with others who are at similar stages of their careers

First-hand advice

Work through your challenges in a supportive environment and get practical tips and guidelines from individuals who’ve been there, done that

Meaningful connections

Develop deep relationships with talented peers from around the world that will last far beyond your learning groups

Accelerate your career through specialized tracks led by the best in the industry

Take your knowledge, skills and confidence to a whole new level through education modules focused on specific outcomes taught by seasoned industry executives.

CS Team Hiring, Operation, and Retention

Realize your potential as a leader by empowering your teams. Learn frameworks to hire the right person for the job, establish your operating rhythm, and keep teams together long-term.
  • Develop an “A-Player” hiring framework
  • Establish a best-in-class onboarding experience
  • Create an operating rhythm for cohesive teams
  • Revamp meetings to be more effective and enjoyable
  • Retain employees and understand compensation models
  • Learn post-acquisition team integration strategies

Strategic CS Business Management Principles

Become a more strategic CS leader by applying foundational business principles to realize value and confidently communicate across your organization.
  • Understand the language and business drivers of sales, finance, and product teams
  • Learn how to align CS across your organization
  • Uplevel your capacity planning and forecasting skills
  • Focus on the data to make informed, strategic decisions
  • Effectively communicate the ROI of your department
  • Gain confidence in salary and equity negotiation

The Startup Guide to CS

Learn the most up-to-date best practices to build a high-functioning Customer Success department from scratch. Learn techniques designed to help you maximize and scale your team efficiently and cost-effectively while creating a Customer Experience Journey designed to turn your customers into long-term raving fans.
  • Onboarding journeys and the power of excellent customer experience
  • Establish a customer centric culture
  • Learn how to hire and scale on a startup budget
  • Focus on the importance of early data collection
  • Become an expert on reducing churn
  • Grow revenue at every stage of the Customer Lifecycle
Here's what you can expect by attending specialized tracks:
Become more competent through continuous professional development
Create and communicate positive impact across your organization
Build your career toolkit and master valuable and actionable skills

Continuously level up and gain confidence with learning sessions

Acquire specialized frameworks, knowledge, and skills to become a more confident CS executive via live sessions and fireside chats with incredible guests and an extensive library of content.

Practical learning opportunities

Regularly expand and refresh your knowledge on variety of in-demand and relevant topics that you can apply immediately to your job

High-signal sessions with industry’s best

Join intimate deep dives and fireside sessions with top guests

Ever-growing library of content

Enjoy ongoing access to a database of recorded sessions so you can continue to learn on your own schedule
How to build a customer success value framework
Disha Gosalia
Vice President
,
Freshworks
A Framework for CS Hiring
Rav Dhaliwal
Investor, former Head of CS, Slack
,
Zendesk
Cross-Functional Relationships that Matter
Rod Cherkas
CEO, HelloCCO.
,
Former CCO & VP, RingCentral, Marketo
A VC’s Perspective on Customer Success
Allison Pickens
Founder & Investor
,
The New Normal Fund
How to maintain customer satisfaction while scaling
Marc Havercroft
Global CCO
,
SAP Success Factors
Presenting CS to the Board
David Ulevitch
Partner
,
Andreessen Horowitz

Other speakers:

Nick Mehta
CEO
,
Gainsight
Harnish Kanani
CCO
,
Cloudflare
Dianne Del Rosso
VP, Cloud & Cognitive Software
,
IBM
Disha Gosalia
Freshworks
,
VP of CS
Drew Banks
CCO
,
Drops
Jeanne Bliss
Author, Founder
,
Customer Bliss
Maranda Ann Dziekonski
SVP, CS
,
Swiftly
Lincoln Murphy
CS Growth Expert
,
16 Ventures
Loni Brown
Founder
,
EntirelyEco
Nils Vinje
Founder, Leadership Coach, Author
,
30 Day Leadership
Dave Jackson
CCO
,
Deepcrawl
Lauren Costella
VP of CS
,
Goodtime.io

Everything you need to accelerate your career, for years to come

On Deck Customer Success is a life-long community with a 4-week immersive onboarding to help you build lasting relationships from Day 1.
Application Process
Fill out the application form to be considered for the ODCS Membership
We review each application, putting special emphasis on our core values
Successful candidates will be invited to an interview with an ODCS team member
4-Week Onboarding
Welcome aboard! The next 4 weeks is an opportunity to get immersed into the community and learn how to navigate On Deck to achieve your goals for the years ahead!
Attend kick-off and orientation sessions
Meet up with your curated connections
Focus on specific learning outcomes with deep-dive educational modules
Join community mixers and build meaningful connections with your CS peers

Lifelong Community

The onboarding is just the beginning! After orientation, you'll continue. to benefit from ongoing access to everything your ODCS membership has to offer:
Education tracks designed and led by leaders you know and respect
Signature sessions with world-class speakers
Mastermind sessions with trusted peers
Access to the On Deck Directory
Social and networking events
Community-led workshops
Curated connections with other members
Opportunity to explore other options within the On Deck ecosystem

Apply to On Deck Customer Success

Access to ODCS is $4,990/year. If accepted, we’ll work with you to help expense through L&D.
Payment plans available.
apply today
Onboarding is done in intimate cohorts every 4 months. Apply by October 24 to join the next onboarding cohort kicking off on November 22.
JOIN FELLOWS WORKING AT

What does a typical month at ODCS look like?

Programming for ODCS is 2-5 hours per week. You can dive into everything, or take a step back when you’re too busy. The community will be there for you.

October

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Strategic CS Business Principles #1
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Curated Connection
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Scaling CS digitally
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On Deck jOURNAL

Read stories from our team

How to Build Cross-Functional Relationships That Matter

Rod Cherkas
21
 min read

Healthy cross-functional relationships are key for customer success teams to do their job. In this indispensable guide for customer success leaders, Rod Cherkas draws from his 15+ years of experience as a post-sales exec to provide a masterclass in building relationships with cross-functional partners.

Read The Full Guide
MEET THE TEAM

Designed and led by top operators

The team behind ODCS brings a unique mix of experiences in customer success, operations, education, and communications, from time spent in organizations ranging from hyper-growth startups to large enterprises.
Kelly Hook
Program Director
LinkedIn iconTwitter icon
Alexandra Barr
Program Associate
LinkedIn icon
Rod Cherkas
Advisor, Fellow Coach
LinkedIn icon
Jacqueline Williams
Learning Experience Designer
LinkedIn icon
Marshall Kosloff
Host, Podcast Expert
LinkedIn iconTwitter icon

Ready to apply?

On Deck Customer Success is a lifelong, invite-only community with a 4-week immersive onboarding to help you build lasting relationships from Day 1.
APPLY TODAY
Onboarding is done in intimate cohorts every 4 months. Apply by October 24 to join the next onboarding cohort kicking off on November 22.

FAQ

Who should apply?

To be a good fit for ODCS, you are seeking to join a curated community of experienced Customer Success leaders who have personally tackled a wide range of challenges and are ready to share their learnings. If you enjoy Customer Success because you genuinely care about the customer experience and you’re a high-performing operator or people manager, this program is for you.

What does it cost?

Access to ODCS is $4,990 (or four installments of $1250) per year. If you’re accepted, we’ll work with you and your executive if you’d like to expense some or all of the cost of the program as part of your company’s L&D budget. As an ODCS fellow, you get access to:

* A year of programming with opt-in educationtracks and peer knowledge-sharing modules.
* On Deck’s online community and On Deck Directory, where you’ll be able to search and filter the Directory and Slack community to learn more about your peers and ask or answer questions.
* Dedicated Mastermind groups with peers from diverse and similar backgrounds to build accountability and a support network.
* And ultimately, the life-changing opportunity to build relationships with high potential, high octane people. This community will likely follow you deep into your ever-evolving career.

Are there scholarships or financing options available?

Our goal is to make the Fellowship accessible to the absolute best talent, no matter their financial situation.

All Fellows have the option to pay in four monthly installments (with no interest or additional charges). We also have a limited number of scholarships available thanks to our Access Fund. Information about scholarship applications will be provided to accepted Fellows closer to the kickoff date.


What is the time commitment?

Between attending sessions, meeting other fellows 1:1, and curated expert groups you can expect to spend ~1-3 hours per week engaging with the program. We recognize that everyone in the program is working full time with busy schedules and a lot of personal commitments so engagement may vary week to week and that’s ok.


We have purposefully structured the program with your busy schedules in mind, allowing for structured content, a speaker series, and more curated small group sessions pairing those with challenges to those who have solved them before. We will also record and share sessions and engage asynchronous on Slack. This structure will continue throughout an annual model.


Is this a fully remote program?

Yes. ODCS will be run entirely remotely. 

‍Post-COVID, we’ll return to organizing offline programming like dinners, small gatherings, and retreats, but the core Fellowship will remain a remote-first experience.

Can I participate from anywhere in the world?

Yes. ODCS will be entirely remote. This enables participation from all corners of the world. On Deck has spent multiple cohorts mastering the playbook for building remote communities and relationship building online, and will apply the same approach here.

That said, our programming times are most often between 9am-12pm pacific. We have more international hours for some events but do not yet have a full track in other time zones.

Post-COVID, we’ll return to organizing offline programming like dinners, small gatherings, and retreats, but the core Fellowship will remain a remote-first experience.

What happens after the first year of membership?

After one year of membership, you will have the opportunity to renew your membership. If you choose not to renew your membership, you will lose access to all On Deck platforms, networks, and content.

Did we miss your question? Drop us a line and we will get back to you ASAP.