mittuled training-material-creator-cs
Agent: Head of Customer Success
L1 customer success leader reporting to the CBO (1x) responsible for CS strategy, SLA design, playbook creation, expansion motion, and training materials.
Department ethos: ideal-customer-success.md
Skill Description
Creates training materials for the CS team covering product features, internal processes, and customer communication best practices.
When to Use
- When new CSMs are joining the team and need onboarding materials.
- When a product release introduces features the CS team needs to understand before customer conversations.
- When CS team performance reviews reveal knowledge gaps in product or process areas.
Workflow
- Identify Training Needs: Gather input from CS managers, performance reviews, and product release notes. Prioritize topics by impact on customer outcomes. Deliverable: training needs assessment.
- Design Training Modules: Structure content into digestible modules: product feature guides, process walkthroughs, customer communication frameworks, and scenario-based exercises. Deliverable: training module outlines.
- Create Content: Write training materials in clear, practical language. Include examples, screenshots, and practice scenarios. Deliverable: complete training materials per module.
- Review with SMEs: Have product managers and senior CSMs review materials for accuracy and completeness. Deliverable: reviewed and approved training materials.
- Deliver and Assess: Distribute materials to the CS team. Include knowledge checks or quizzes to verify comprehension. Deliverable: delivered training with assessment results.
Anti-Patterns
- Feature documentation as training: Copying product documentation verbatim instead of framing features in customer-value terms. Why: CSMs need to explain features in terms of customer outcomes, not technical specifications.
- One-time training dumps: Delivering all training in a single session without reinforcement or follow-up. Why: information retention drops sharply without spaced repetition; training must be ongoing.
- Training without practice: Providing information without scenario-based exercises. Why: knowledge without practice does not transfer to real customer conversations.
Output
On success: Produces training materials containing product guides, process documentation, communication frameworks, and assessment exercises. Delivered to the CS team with knowledge check results.
On failure: Report which training modules could not be completed (missing product information, unavailable SMEs), what was created, and what inputs are needed.
Related Skills
support-runbook-builder-cs-- Runbooks are a key training reference for scenario handling.cs-release-readiness-- Release readiness includes training as a prerequisite.cs-onboarding-playbook-cs-- CSMs must be trained on the onboarding playbook they execute.