SaaS Customer Success Training

We are AAPNA Infotheek Pvt. Ltd., a remote-first IT services company, looking to engage an experienced Trainer/Coach to conduct a training program focused on SaaS Support, Client Success, and Communication Best Practices.

The objective is to upskill our support and client-facing teams on key SaaS service principles, relationship management, and process improvements — especially during high-volume support periods.

Training Details:

Mode: Online (Virtual Training)

Duration: 10 hours total (spread across a weekend – e.g., 5 hours/day)

Tentative Schedule: First week of August 2025

Audience: 4–5 professionals in client success, support, and operations roles

Proposed Modules (Can be Customized):

Onboarding & Customer Success Process – Best Practices

Client Relationship Management & Retention

Soft Skills & Effective Communication

Support Process, Tools & Internal Systems

Ticket Management & Escalation Handling

Feedback Handling & Continuous Improvement

Reporting & Metrics (CSAT, NPS, Health Score)

AI Tools & Automation in Support (Optional)

Documentation & Knowledge Base Management

Key Requirements:

Proven experience delivering SaaS platform-related training

Familiarity with high-volume support environments

Ability to tailor training to real-time client relationship and support process challenges

Strong soft skills and engaging facilitation style

Deliverables:

Customized training deck & supporting materials

Real-world examples, role plays, or case studies

Pre/post-training assessment (preferred, not mandatory)

Feedback summary/report post training