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.
GET ON THE WAITLIST
Onboarding to the community is done in intimate cohorts every four months. Applications for the next cohort will begin in August for our November cohort - but you can join the waitlist today.
8-week intimate onboarding
World-class speakers and curriculum
Supportive masterminds
Specialized tracks based on your career goals
JOIN FELLOWS WORKING AT

Join a trusted community of Customer Success leaders

Our members are CS executives working at high-impact companies who can support you throughout your journey. They come from diverse backgrounds 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

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

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
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
CS ROI at the Executive Level
Nick Mehta
CEO
,
Gainsight

Other speakers:

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
Irit Eizips
Chief Customer Officer and CEO
,
CSM Practice
Nils Vinje
Founder, Leadership Coach, Author
,
30 Day Leadership
Andrew Marks
Founder and COO
,
Success Hacker
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 8-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.
8-Week Onboarding
Welcome aboard! The next 8 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 tribe

Life-long 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:
Educational 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

ODCS Membership is $4,990/year. If accepted, we’ll work with you to help expense through L&D.
Payment plans available.
JOIN THE WAITLIST Today
Onboarding is done in intimate cohorts every 4 months. Join the waitlist now to apply for the second cohort -applications open in August 2021 and the cohort begins in November 2021.
JOIN FELLOWS WORKING AT
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
Alexandra Barr
Program Associate
Rod Cherkas
Advisor, Fellow Coach
Jacqueline Williams
Learning Experience Designer
TESTIMONIALS

Here’s why other fellows are excited about the inaugural cohort of ODCS

SUPER excited for being accepted on the first cohort of the new On Deck Customer Success Fellowship. Looking forward to sharing success stories and lessons learned, and helping to build a more structured framework for the Customer Success function.

Clayton Costa, Global VP of CX, Drishti

I am thrilled to have been chosen as an inaugural fellow for the On Deck Customer Success Fellowship! I'll get the ability to collaborate with and learn from some of the best leaders in CS. Bring on the engaging dialogue!!

The On Deck Customer Success Fellowship [ODCS] is a community and brain trust of world-class CS experts in SaaS. The 8-week fellowship program is highly curated and a safe place to expand knowledge, build meaningful relationships, and collectively improve the customer experience. The program is structured to facilitate highly relevant peer-to-peer connections while workshopping challenging CS business management topics.

Jen Gussman, Director of Customer Success, Americas at Planet

I am humbled to announce that I have officially accepted an opportunity to be a part of On Deck's inaugural Customer Success fellowship in July (#ODCS1). So many people have helped me to be where I am today - thank you, each and every one of you. I'd like to particularly thank my wife Arrielle for her endless encouragement; Maximus Greenwald and the entire Warmly, team for the support to learn, grow, and thrive; and Kelly Hook for offering me this opportunity.

I'm excited to support and learn from some incredible individuals - and even more excited to give back and help others on their journeys.

Jim O'Neill, Customer Experience Lead, Warmly

I cannot wait to join Laura Lakhwara and the rest of the Founding Fellows of On Deck's first Customer Success program. Come check it out!

Tanya Strauss, Customer Success Strategy & Operations Leader, ServiceNow

Excited to be a part of On Deck’s first Customer Success Fellowship! Thank you Kelly Hook and the On Deck team for the invite. I can’t wait to connect with other CS leaders and learn from the best.

Lisa Krolikowski, Sr. Director, Customer Success, Axon

If you haven't yet looked into the upcoming On Deck CS Program, check out the video and get in touch with Kelly Hook to see if there's still room to attend. There will be strong, tenured CS leaders with valuable material shared in the upcoming ODCS sessions. Don't miss a chance to be part of it!

Jeff Justice Williams, Sr. CS Executive, Box

Thrilled to be joining On Deck as a fellow in On Deck Customer Success. Can't wait to start learning & connecting!

Yolanda Lau, Chief Experience Officer, Liquid

I'm excited to announce that I've been accepted onto the first On Deck cohort for customer success. This July, I'll be joining a group of operators and leaders from Airtable, Box, Google, SAP and ServiceNow to share and learn best-in-class customer success processes. I'm excited to be given this incredible opportunity.

Tom Prickett, Customer Success Manager, Slack

I am so honored to have been selected as a Founding Fellow to the On Deck Customer Success Fellowship! The ability to connect with some of the greatest minds in CS, learn from great leaders, and grow as a leader is something one can only dream about.

Mike Lee, Director of Customer Success, Spreedly

If you're a high-performing operator or CS executive who genuinely cares about the customer experience, ODCS will help you maximize your potential as a leader and empower your teams to put customers first.

Maranda Dziekonski, Senior Vice President Customer Success, Swiftly

I'm honored to have been selected to join the inaugural On Deck Customer Success Fellowship. I look forward to kicking off in July!

Michelle Hackett, Senior Manager, Global Customer Success, Smartsheet

Ready to apply?

On Deck Customer Success is a continuous community with a 8-week immersive onboarding to help you build lasting relationships from Day 1.
JOIN THE WAITLIST Today
Onboarding is done in intimate cohorts every 4 months. You can join the waitlist today - with applications opening in August 2021 for our November cohort.

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 CS Executive, this program is for you.

What does it cost?

For the inaugural cohort,  the program is $4990 (or four installments of $1250). 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 skill tracks 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 the 8 week program.


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. We’ve spent multiple ODF cohorts mastering the playbook for building remote communities and relationship building online, and will apply the same approach here.

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.

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