October Level 2 CSM Training Course
October Level 2 CSM Training Course
Course Dates: October 25, 2018 - January 17, 2019
Expand upon the foundational CSM practices you learned in Level 1 and refine your ability to effectively manage your internal relationships and portfolio of accounts.
Looking to take your knowledge of Customer Success best-practices the next level?
Learn and expanded set of skills that will help you to grow your abilities as a CSM to the next level!
We teach you a proven, systematic approach to increasing customer advocacy, assessing and promoting customer health, increasing upsets and expansion and show you how to effectively manage your own capacity.
You’ll walk away with:
- Professional knowledge of the advanced practices that power and drive Customer Success.
- The analytical skills to critically evaluate risk, customer health and feedback.
- The confidence to more easily navigate and overcome internal and customer challenges.
- The ability to align your efforts across your entire organization.
- An industry recognized Certification.
This Course Will Teach You:
- How To Drive Increased Customer Lifetime Value
- A Consultative Approach To Customer Success
- The Key Disciplines Of Execution
- Top Strategies For Handling Escalations
- Crucial Tactics For Handling Tricky Customers
- The Key Customer Success Metrics for CSMs
- The Key Components of Customer Success
- How To Think Like Your Customer
- The Core Principles Of Effective Onboarding
- A Proven Success Planning Methodology
- How To Deliver Effective Business Reviews
- Strategies For Re-Engaging Disengaged Customers
CSM Training Level 2 Curriculum
Week 1 | Setting SMARTer Objectives
Everyone needs to achieve Objectives (if they want to get paid). You'll learn about SMART Objective setting. We'll discuss how you can use your new found knowledge to develop clearer, more achievable Objectives and OKRs so that you can get paid.
Week 2 | Effectively Managing Your Customer Engagement and Capacity
Learn how to effectively visualize your model for engaging with your customer and its impact on your capacity. Most CSMs feel overwhelmed at some point due to an ever expanding portfolio of accounts. Learn how to visualize your current workload and capacity based on your customer contact and engagement model so that you can have more intelligent conversations about your capacity with your leadership.
Week 3 | Assessing and Managing Customer Health
How healthy are your customers? You’ll learn how to recognize circumstances that may lead to churn or put your customers 'at-risk'. We'll show you how to identify what should be monitored, what to track as possible risk indicators, and you'll learn the importance of early intervention and not relying on techniques to save the customer.
Week 4 | Identifying and Managing Risk
Risk is inevitable. Managed well, risk can be turned from a negative experience to one that provides valuable insights as well as a positive outcome for the customer. We’ll share how to build a risk management process that holds all company departments accountable and decreases the probability of risk turning into churned revenue.
Week 5 | Managing Bugs, Feature Requests and Workarounds
Working on the front-line, you’re a critical interface between your product team and your customers. Customer Success is often challenged by customers to prioritize bug fixes, accelerate feature requests, and create inventive workarounds to compensate for gaps in product functionality. We’ll discuss how CSMs can use their unique vantage point to influence product roadmap and help Product Managers to better understand the impact of sometimes seemingly innocuous decisions.
Week 6 | Responding To Customer Feedback
All customer feedback is a gift. Getting great customer feedback is like striking gold, but what about negative feedback? You'll learn how you respond to both and what you need to do with the information to drive improved engagement and higher levels of customer advocacy.
Week 7 | Learning From Churn
Churn hurts. There’s no other way to put it. No-one likes losing a customer. But, rather than just wave farewell to the customer, let’s see if there’s a way we can take this negative event and extract some positive learnings from it. We’ll explore some practical tools for better understanding a customer’s reasons for leaving and taking those learnings to prevent future churn. We’ll also give some tips on making the churn experience smooth and professional for the customer, to help protect your brand reputation and leave open the door for a potential future return.
Week 8 | Creating Advocacy
Turn your happy customers into raving fans. You'll hold the keys to creating customer advocacy and will come away with an advocacy playbook that you can put into action to help you drive deeper customer relationships and spur expansion.
Week 9 | Increasing Upsells and Expansion
We need more upsell revenue! A familiar rallying cry from Customer Success leaders across the planet. But upsells and expansions are not a revenue source that you can just turn on like a tap whenever you want it. Instead they need to be carefully orchestrated many months in advance of the event itself. We’ll discuss the customer motivations for spending more money with you, how to approach the upsell/expansion conversation and how to set appropriate expectations with your manager.
Week 10 | Managing Retention and Driving Renewals
If you’re making your customers successful, they’re likely to want to stick around.When it comes to improving retention and handling renewals, the best strategy is to ensure that customers have consistently realized value from their time and financial investment in your solution. In this module we’ll talk about how your ability to consistently demonstrate the value you’ve delivered is critical, and why the best renewals are the ones that happen organically.
Week 11 | Cultivating and Nurturing Internal Relationships for Success
Customer Success is a team sport. Learning how to cultivate and nurture your internal relationships is critical if you want to get things done. Do you depend on others in your larger organization to make your successful? You'll learn learn how to establish effective internal relationships and how to align effectively with other parts of your organization so you get the help you need to make your customers successful.
Week 12 | Aligning and Communicating with Sales
Is blaming things on Sales becoming a contact sport in your organization? All too often, companies fail to realize that the old way of thinking, Sales is responsible for bringing in the customers and CS is responsible for keeping them, is dead. You'll learn how to align your priorities and objectives with your Sales counterparts and turn them into your key partner in delivering Success.
Become a Certified CSM in 12-Weeks
At the end of the CSM Coaching course student are given the opportunity to earn their Level 1 Customer Success Manager Certification. Our rigorous CSM certification examination assesses your understanding of the best-practices, methods and strategies that you need to know in order to be able to deliver the outcomes that customers demand and that companies count on.
Becoming a great CSM is a lifelong journey, attaining your Level 1 Certification is a great first step. Earn your certification and display it as a digital certificate and badge on your LinkedIn profile to demonstrate your professional development and commitment to delivering the best outcome possible for your customers and company.
Answers to Commonly Asked Questions
Do you offer a Money-Back Guarantee?
If you don't feel that you are getting the value we promise within 30 days of the course starting, let us know and we'll refund your money straight away. Refunds cannot be issued after your initial 30 days on the program.
What types of payment do you accept?
Currently we accept Visa, Mastercard, American Express, Diners Club, JCB, Discover and ACH. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.
What makes the CSM Coaching program different from other CSM/Customer Success training courses?
What sets the CSM Coaching program apart is the combination of training and coaching. No other program on the market invests as much time in working directly with you. We not only teach you the best practices, methods and practices, we also coach you through any challenges that you experience when utilizing them in your environment. We want you to succeed and we spend the time with you to make sure that you do.
How much of my time is this going to take per week?
The time commitment for this program is expected to be approxiately 2-3 hours per week. There will be reading and exercises for you to complete which may require further time to be dedicated depending on your skills with the related materials.
Will I still have access to the materials after the program?
Yes. Once the program is completed you will retain access to the learning materials that were shared via our Learning Management System. You will also be able to continue to leverage the private space created for your cohort in the OUTCOMES Community.
How do the Group Coaching Sessions work?
The group coaching sessions are staffed by at least one member of the Coaching team. You can participate by joining a live conference call where you can ask questions or just listen in. We expect most of the discussion to be focused on the content distributed for the topics presented that week, but we will also provide advice and guidance to program members on related topics or challenges.
How many participants can be in the program?
Each cohort in the program is limited to 50 students to guarantee the best possible outcomes. Our experience shows us that people learn best in small to medium-sized groups. We have found that limiting the number of participants to 50 enables the group to build relationships with fellow students as they study without making meeting everyone overwhelming.
Will the participants be able to interact with one another?
Participants will have access to a private space on OUTCOMES Community and we encourage that participants interact with one another. This is not just about us speaking at you. We want you to interact with each other and help each other when possible. That space will remain beyond the completion of the program in 'Alumni' status.
I'm an experienced CSM, is this program for me?
Which of our courses you choose to enroll in depends on you and where you are at in your personal development.
The CSM Coaching program offers progressive levels of training and certification in Customer Success Management, from beginning (Core - Level 1) through advanced practices (Strategic - Level 3). As a participant in these programs you will gain the knowledge and skills you need to understand and actively deliver Customer Success to your accounts.
The Level 1 and Level 2 of the CSM Coaching program have been designed to provide people who are considering a career as a CSM, as well as CSMs with less than 3 years of experience, with the skills they need to thrive in their role.
While we have found that much of the material in Level 1 and Level 2 is useful to even more experienced CSMs, especially the Advocacy, Consultative Approach and Effective QBRs/EBRs portions of the curriculum, we are adding a Level 3 to the program soon to address senior CSMs.
Will work pay for this?
If your company has an education benefit or assistance program, you can definitely use that benefit to attend the CSM Coaching Program. We have had entire teams use that exact strategy to join the program and work through it as a team.
Why can't I just read blog posts and become a better CSM?
The CSM Coaching program was designed to get you better results based on a structured program and approach. We provide you with a proven course of study and hold you accountable for putting what you learn into action after every week. Sure, you could read 100's of blog pages and try to Google your way to greatness, but how much extra time do you have in your week?
The CSM Coaching program covers far more ground than any blog posts or podcasts out there and we not only teach you, we coach you on how to use it. Sure you can Google topics and pull together lots of info, but there's no replacing the aid you get from a coach with 750 words of general advice.
We believe that the CSM Coaching program is the most comprehensive program. When it comes to growing your skills, you can always choose to DIY, but if you want rapid results the CSM Coaching program is going to give you the highest return on your time invested.
30-Day Money-Back Guarantee.
Try the CSM Coaching Program for 30 days, 100% risk-free!
If you think the CSM Coaching Program might be the right investment for you and your career, don’t be afraid to pull the trigger today.
What happens if the program doesn’t work for me?
If you're unhappy with the program for any reason in your first 30 days, simply email us and we’ll give you a full refund.
Our aim is to ensure that you get the knowledge and advice that you need to become the CSM you know that you can be. If this program doesn’t work for you, then we haven’t done our job well and we haven’t earned your money.