On Deck Customer Success

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

On Deck Customer Success (ODCS) is a continuous community for senior CS leaders and operators who want to build customer-centric cultures and maximize their potential through professional development and access to a trusted peer network.

apply Today
Apply by August 1st to join the next onboarding kicking off in early September.
JOIN FELLOWS WORKING AT
Twilio
Google Cloud
Outreach
StackOverflow
Slack
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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.

Victoria Waterman
Victoria Waterman
Sr. Director of CS
Laura Farron
Laura Farron
Director of Client Experience
Ellie Wu
Ellie Wu
VP, Customer Experience
Jeff Justice Williams
Jeff Justice Williams
Sr. Executive, Enterprise CS
Rupal Nishar
Rupal Nishar
AVP, CS
Jason Hoe
Jason Hoe
Director of CS
Tanya Strauss
Tanya Strauss
Director, Customer Success Strategy and Operations
Adil Dittmer
Adil Dittmer
Sr. CS Manager
John Jenkins
John Jenkins
Senior Director of CS
Brian Lafaille
Brian Lafaille
Global Head of CS
Mike Lee
Mike Lee
Director of CS
Dylan Miller
Dylan Miller
Director of CS
Steve Schwartz
Steve Schwartz
VP of CS
Laura Lakhawra
Laura Lakhawra
CS Executive, Key Accounts
Natalie Cowie
Natalie Cowie
Global VP, Enterprise Service Sales & Management
Skai Kang
Skai Kang
Director of CS
Star Hofer
Star Hofer
VP of CS
Katie Spinosa
Katie Spinosa
Head of Client Relationships
Mihika Verma
Mihika Verma
Director of CS
Peter Oelschlaeger
Peter Oelschlaeger
VP of Customer Success
Leah Katherine Hill
Leah Katherine Hill
RVP, Customer Success
Barrett Summerlin
Barrett Summerlin
VP of CS
Shani Taylor
Shani Taylor
Manager, CS
Tom Kiriakou
Tom Kiriakou
Director at Achievers
Fred Tsai
Fred Tsai
VP of CS

A meaningful 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

Curated connections with peers, 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

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

Brian Hartley
Brian Hartley
Sr. Director, Customer Success, RFP360
ODF4

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

Katie Spinosa
Katie Spinosa
Head of Client Relationship Management, Invitae
ODF4

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!

Gözde Görce
Gözde Görce
Enterprise Customer Success Manager, Lob
ODF4

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.

Michelle Hackett
Michelle Hackett
Sr. Manager of CS, Smartsheet
ODF4

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.

Mike Egan
Mike Egan
Vice President of Customer Success and Integrations, BenchSci
ODF4

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.

Rupal Nishar
Rupal Nishar
AVP of CS, Netomi
ODF4

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!

Who should apply?

ODCS is for senior leaders looking to join a curated community of like-minded peers who have personally tackled a wide range of challenges and are ready to share their learnings.

ODCS is perfect for you if...
01
You are in a leadership position building out Customer Success from scratch for your company.
02
You are currently a Customer Success executive- typically Heads of CS, Director, VP, CCO.
03
You embody a spirit of service and care about upleveling the Customer Success community on the whole.

Apply by August 1st to join the next onboarding kicking off in early September.

apply Now
ODCS is not a fit if…
01
You are not currently leading or practicing Customer Success at a company right now.
02
You wouldn't be able to commit the minimum of 2-3 hours per month.
03
You're just looking to explore the Customer Success career path in general.

Explore other On Deck Programs

Learn more
Session

CS ROI at the Executive Level

watch now
There are many different ways that the ROI from Customer Success can be calculated. But what should you actually be measuring? How do you communicate the impact customer success has on the business?

In this session, Nick covers all of these scenarios and how to effectively communicate them at the executive level.
Nick Mehta

Nick Mehta

CEO at
Join the Session

Maximize your leadership potential 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 Scale

For seasoned CS practitioners at later stage companies who want to learn and share best-in-class strategies for operationalizing customer success at scale.
  • Understand the language and business drivers of sales, finance, and product teams
  • Develop an “A-Player” hiring framework
  • Uplevel your capacity planning and forecasting skills
  • Focus on the data to make informed, strategic decisions
  • Effectively communicate the ROI of your department

CS Build

For earlier stage CS leaders who are developing their processes and department. Fellows walk away with actionable templates and assets.
  • 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

Continuously level up with leading industry experts who turn theory into practice

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
Apply Today
Building CS from Scratch
Leah Chaney
CEO, BetterGrowth
,
Former VP of CS @ AskNicely, Bound
Measuring & Communicating Results: CS ROI
David Apple
CRO, Zingtree
,
Former Head of CS @ Notion, Typeform
Resource Allocation: Capacity Planning and Forecasting
Mike Sasaki
GVP of CS, Mitek Systems
,
Former CS @ Oracle, SAP
Scale at the Enterprise Level
Brian LaFaille
CS Program Director, Google Cloud
,
Former Global Head of CS @ Looker
Developing a CS Hiring Framework
Rav Dhaliwal
Investor, Crane Ventures
,
Former Head of CS @ Slack, Zendesk, Yammer
Cross-functional Collaboration
Rod Cherkas
CEO, HelloCCO
,
Former VP of CS @ Gainsight, RingCentral, Marketo

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

On Deck Customer Success is a life-long community with a 3-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
Candidates who meet the criteria will be invited to interview with the ODCS team
3-Week Onboarding
Welcome aboard! The next 3 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 was just the beginning! Once complete, you can officially start benefiting 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
Access to the On Deck Directory
Social and networking events
Small group and 1:1 coaching
Curated connections with other members
Mastermind sessions with trusted peers
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.
JOIN FELLOWS WORKING AT
Twilio
Google Cloud
Outreach
StackOverflow
Slack
Airtable logo

What does a typical month at ODCS look like?

Programming for ODCS is 1-3 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.

ODCS Calendar

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9AM PT
Q&A with a high-profile guest
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Signature Session
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9AM PT
CS Build workshop #1
Workshop
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8PM PT
1:1 with another Fellow
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Curated Connection
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8AM PT
ODCS Social event
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Peer to Peer
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Advanced Negotiation Techniques
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Fellow-led Session
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CS Build workshop #2
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Curated Connection
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Bi-weekly Mastermind Session
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On Deck Journal

Read stories from our team
Sep
21

How to Build Cross-Functional Relationships That Matter

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

This guide covers what it means to have an owner’s mindset, where teams go wrong in achieving and maintaining strong morale, and how product managers are specifically well positioned as leaders to affect change across their organization.

Rod Cherkas
21
 min read
Read The Full Guide

Designed and led by experts in the field

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.
Alexandra
Barr
Program Manager
Rod
Cherkas
Advisor, Fellow Coach, CEO at HelloCCO, former VP of CS at Gainsight, Marketo, RingCentral
David
Apple
Program Partner, CRO at Zingtree, former Head of CS @ Notion, Typeform
Leah
Chaney
Program Partner, CEO @ BetterGrowth, former VP of CS @AskNicely, Bound
Rav
Dhaliwal
Program Partner, Investor @ Crane Ventures, Former Head of CS @ Slack, Zendesk, Yammer
Brian
LaFaille
Program Partner, Director, CS Solutions @ Google, former Global Head, CS @ Lookr (acquired by Google)
Ejieme
Eromosele
Program Partner, VP, CS @ Quiq, former VP CS at Snaps (acquired by Quiq), CX @ New York Times
Mike
Sasaki
Program Partner, GVP of CS @ Mitek Systems, former CS @ Oracle, SAP
Kelly
Hook
Program Partner, GVP of CS @ Mitek Systems, former CS @ Oracle, SAP

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

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 education 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 Mastermind groups you can expect to spend 3-6 hours per month engaging with the program.

We have purposefully structured the program with your busy schedules in mind, allowing for impactful content through speaker series, and educational tracks. We pair those offerings with peer-led, small group sessions, curated 1:1 connections and fellow-led sessions. 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 time. 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.
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