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Expert-Led Customer Success Manager Training

Learn how to take on any challenge customers can throw at you.

 

Customer Success Training for CSMs

 

Online CSM training and certification programs that teach you a proven, best-practice based approach to delivering Customer Success.

 
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Ideal for those who learn best with structure and guidance.

Our structured 12-week online program teaches Customer Success Management skills and practices you need to know to grow your career and maximize your impact.

What you get with SuccessCOACHING

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Online Training

12 Online Courses covering the key practices of Customer Success, delivered to you weekly.

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Expert Coaching

12 Weekly Live Group Discussions with Customer Success experts to help you put what you’ve learned to work.

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CSM Certification

Industry Recognized CSM Certification upon completing all 12 courses and passing the certification exam.

 

Which Course is right for you?

 

Aspiring CSM

Trying to get a Customer Success Manager job?

New CSM

Want to learn the keys to becoming a better CSM?

Senior CSM

Looking for help to take your career to the next level?

SuccessCOACHING Certified Customer Success Manager Courses

 
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CCSM Level 1

June 20 - September 12, 2019

CSM Foundations is a 12-week, expert-led Customer Success Manager training and certification program that teaches you the core principles and practices of Customer Success Management.

Register Now:

 
Overview

CSM Foundations Course Overview

Looking to expand your knowledge of Customer Success best-practices? Trying to land your first Customer Success job?

Learn the skills you need to unleash your potential as a CSM!

Completing this program will give you:

  • Professional knowledge of the foundational practices that power and drive Customer Success.

  • Organizational skills to construct success plans that deliver the customers desired outcomes.

  • Awareness necessary to understand the major components of the customer lifecycle and how they impact success.

  • Insights on how to handle challenging customer situations.

  • An industry recognized certification.

Curriculum

Certified Customer Success Manager Level 1 Curriculum

Each week you are presented with a new lesson on the fundamentals of Customer Success Management.

  • Customer Success Key Concepts

    Where did Customer Success come from and what is involved in its delivery? You'll get the full story. You'll learn the technological and business drivers behind the evolution that lead to the transformation of the post-sales client services organization into customer success. We'll also cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.

  • Thinking Like a Customer

    It's easy to say you're 'customer centric', but much harder to actually walk the walk. You'll learn what customer-first thinking looks like, and get some practical tactics that you can apply right away to increase your customer-centric thinking.

  • Principles of Effective Onboarding

    Start off on the right foot. You'll learn about the key principles and practices of onboarding. We'll discuss the key activities and you'll learn how to get your customers started using your product the right way.

  • Success Plan Development and Execution

    Customer Success is a journey. And, the road to Success is always under construction. You'll learn what goes into the creation of a Success Plan. You'll come away with the knowledge and skills to develop and execute a Success Plan that delivers.

  • Effective Business Reviews

    Success is about always making sure that you’re delivering value with every customer interaction. You'll learn what a Business Review is and how to make your next one a success. You will learn the complete process step-by-step and will come away with the recipe for creating a Business Review that delivers value.

  • Re-Engaging Disengaged Customers

    Never wonder again what you should do when a customer goes 'dark'. You’ll learn how to recognize a disengaged customer and discuss some common reasons why customers might drop off the radar. We’ll then share some practical tips on how to re-establish a line of communications in a way that doesn’t compromise or devalue your relationship with them.

  • Managing Accounts To Drive CLTV

    Managing your accounts is more than just Success Plans and QBRs. You'll learn advanced strategies and techniques for managing your accounts. You'll be introduced to an expanded set of account planning tools and templates that will enable you to establish the right relationships with the right stakeholders and aid you in becoming a trusted advisor.

  • Taking A Consultative Approach

    Learn to go deeper with your accounts and uncover the opportunities that you've been missing. Taking a consultative approach will help you establish a trusted advisor relationship with your key stakeholders. Learn how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.

  • Execution and Follow-Through

    Strategy and process are great, but executing and managing expectations is where the 'rubber meets the road'. You'll learn how to get focused and execute like a champ. You'll develop a deeper understanding of the most important aspects of execution, follow-through and expectation management.

  • Escalations and Ownership

    How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.

  • Handling Tricky Customers

    I want it all, and I want it yesterday! Customers come in a variety of shapes, sizes and styles, you'll learn how to profile your different customer types and the keys to how to work best with even your trickiest customers and the situations they present.

  • Understanding Customer Success Metrics

    If you want to achieve it, you better put a number on it. Ever wondered how to calculate CLTV (or what it even is)? You're going to learn all about the key metrics that you will hear about regularly. You'll learn what they mean and how to calculate them.

Certification

Become a Certified CSM in 12-Weeks

At the end of the Level 1 CCSM course, you will be given the opportunity to earn a Level 1 Customer Success Manager Certification.

Our rigorous CSM certification exam assesses your understanding of the best practices and strategies that are crucial to delivering the outcomes that customers demand and companies count on.

Becoming a great CSM is a lifelong journey. Attaining your Level 1 Certification is a significant 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.

CCSM Level 2

June 20 - September 12, 2019

CSM Growth is a 12-week, expert-led Customer Success Manager training and certification program that refines your ability to effectively manage internal relationships and portfolio of accounts.

Register Now:

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Overview

CSM Growth Course Overview

Looking to refine your knowledge of account management best practices? Trying to learn how to manage your time and capacity more effectively?

Learn the skills you need to take your capabilities to the next level!

Completing this program will give you:

  • Professional knowledge of the key practices that an experienced CSM should utilize to deepen customer relationships and drive Customer Success organization wide.

  • Best practices for identifying risk and assessing customer health.

  • A systematic way to build customer advocacy.

  • Crucial strategies and key practices for driving expansion and increased renewals.

  • An industry recognized certification.

Curriculum

Certified Customer Success Manager Level 2 Curriculum

Each week you are presented with a new lesson to expand your knowledge of Customer Success Management.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

Certification

Become a Certified CSM in 12-Weeks

At the end of the Level 2 CCSM course, you will be given the opportunity to earn a Level 2 Customer Success Manager Certification.

Our rigorous CSM certification exam assesses your understanding of the best practices and strategies that are crucial to delivering the outcomes that customers demand and companies count on.

Becoming a great CSM is a lifelong journey. Attaining your Level 1 Certification is a significant 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.

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CCSM Level 3

June 20 - September 12, 2019

CSM Strategic is a 12-week, expert-led Customer Success Manager training and certification program that will aid you in transforming yourself into a strategic Customer Success Manager.

Register Now:

 
Overview

CSM Strategic Course Overview

Looking to transform into a more strategic mindset? Tired of hearing that you “aren’t strategic enough”?

Learn the skills you need to take your mindset and approach to the next level!

Completing this program will give you:

  • Professional knowledge of the key practices that a strategic CSM should utilize to efficiently and effectively manage their book of business.

  • Best practices for creating a strategic approach and process for managing accounts.

  • A systematic way to visualize how you are engaging with your customers.

  • A proven means for understanding and managing your capacity at a granular level.

  • An industry recognized Certification.

Curriculum

Certified Customer Success Manager Level 3 Curriculum

Each week you are presented with a new lesson to expand your knowledge of Customer Success Management.

  • Taking A Strategic Approach to Personal Career Planning

    It's easier to deliver success for customers when you're also feeling fulfilled in your job. Do you have a plan for your own success? Learn how to self-evaluate your skills and competencies and build a cohesive personal career development strategy.

  • Designing Your Success Engine

    Effective CSMs don't simply react adhoc to the environment around them, instead they build structure and take back control. Learn how to design your own personal workflow engine that runs smoothly and drives predictable results.

  • Using Segmentation To Increase Efficiency

    When designed and used intelligently, segmentation can be a powerful ally. Learn how to apply segmentation strategies to different parts of your role and, by doing so, deliver more impact to customers with less work effort.

  • Designing A Flexible Engagement Model

    Regular customer engagement is one of the key tenets of Customer Success, but is often hard to achieve. Learn how to build an engagement strategy that is flexible enough to accommodate varying workloads and the unpredictable needs of customers.

  • Developing Personal Playbooks

    Making customers successful often involves lots of trial-and-error so, as you find the things that work, it's important to capture them. Learn how to construct and share playbooks that will enable you and your colleagues to build on these wins.

  • Leveraging Advanced Capacity Modelling

    There are only so many hours in the day, so CSMs need to work smarter, not harder. Explore advanced capacity modelling and task-tracking techniques that will help identify high-impact improvement areas on which to focus your energy.

  • Building Your Personal Performance Dashboard

    Tracking key performance metrics and sharing with customers helps demonstrate the business value being creating. Learn how to employ this same approach internally to quantify and then articulate the value we're personally creating for our company.

  • Accelerating Your Career Journey

    How do you turn your professional development plan into tangible career progress? Learn how to have effective conversations with your boss, leverage peer relationships and tap into the experience of mentors to accelerate your career progression.

  • Becoming An Internal Change Agent

    As a CSM, driving change for customers is key to your role. But what about driving change within your own company? Learn how to become a trusted advisor to your colleagues, using data and well-formed arguments to influence internal decision-making.

  • Problem Solving & Decision-Making - Part 1

    The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques, The OODA Loop and SWOT Analysis, can help.

  • Problem Solving & Decision-Making - Part 2

    The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques, The IDEAL Framework and 5 Whys Technique can help.

  • Building Your Personal Brand & Network Influence

    Credibility and authenticity are two key competencies of successful CSMs. Learn how to use social media to build your personal brand and, by doing so, enhance your image and increase your influence with both customers and your industry peers.

Certification

Become a Certified CSM in 12-Weeks

At the end of the Level 3 CCSM course, you will be given the opportunity to earn a Level 3 Customer Success Manager Certification.

Our rigorous CSM certification exam assesses your understanding of the best practices and strategies that are crucial to delivering the outcomes that customers demand and companies count on.

Becoming a great CSM is a lifelong journey. Attaining your Level 1 Certification is a significant 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.

Become a Certified CSM in
just 12-Weeks.

Learn strategies and methods that top Customer Success Managers use to reduce churn, increase adoption and secure renewals.