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Customer Success Training Joins the Subscription Economy

Subscribe and get access to our full Customer Success training curriculum.

 

On-Demand Customer Success Training for CSMs

 

Access our full Customer Success training curriculum and learn what you want when you want to.

 
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Self-guided Customer Success Training, ideal for individuals and teams that want to learn at their own pace.

Gain instant access to our full Customer Success Management training catalog on-demand. Get the flexibility to focus on the topics that matter most to you.

SuccessTRAINING for CSMs and Customer Success Teams

 
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Solo

A CSMs All-Access Pass to Customer Success Management Knowledge

Subscription-based online training and certification program that arms Customer Success Managers with all the core skills you need as your career progresses and your challenges change.

Limited Time Only:
$49
USD/Mo
with Annual Subscription

 
Overview

SuccessTRAINING Solo 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!

We teach you a proven, systematic approach to Customer Success Management that will help you reduce churn, increase user adoption and enable you to deliver more customer renewals.

SuccessTRAINING Solo gives Individual CSMs:

  • Access to our full catalog of Customer Success Managment training.

  • The ability to learn at you own pace.

  • All the core skills you need to meet and exceed customer expectations.

  • The ability to grow your skills and understanding of Customer Success as your career progresses.

  • Industry recognized Certifications.

Curriculum

Certified Customer Success Manager Curriculum

Your subscription enables you to access all levels of our Certified Customer Success Manager curriculum as well as future updates.

CCSM Level 1 Curriculum

  • Customer Success Key Concepts

    Where did Customer Success come from and what is involved in it's 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 customer's 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.

CCSM Level 2 Curriculum

  • 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

Each level of CCSM curriculum features the opportunity to earn a 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 each level of Certification is a significant step forward in that journey. 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.

Team

Your Team’s All-Access Pass to Customer Success Training

Subscription-based online training and certification program that arms your team of Customer Success Managers with all the core skills they need as your company grows and your challenges change.

Limited Time Only:
$89 USD/Mo
with Annual Subscription

SuccessTRAINING Team.jpg
 
Overview

SuccessTRAINING Team Overview

Looking to expand your teams knowledge of Customer Success best-practices? Trying to stay ahead of the challenges that come with rapid growth?

Give your team the skills they need to unleash their potential as a CSM team!

We teach you a proven, systematic approach to Customer Success Management that will help you reduce churn, increase user adoption and enable you to deliver more customer renewals.

SuccessTRAINING Team Gives Customer Success Teams:

  • Access to our full catalog of Customer Success Managment training.

  • The ability to learn the skills they need at the pace you want.

  • All the core skills you need to meet and exceed customer expectations.

  • The ability to address learning gaps and foster professional development as your team grows.

  • Industry recognized Certifications.

Curriculum

Certified Customer Success Manager Curriculum

Your subscription enables you to access all levels of our Certified Customer Success Manager curriculum as well as future updates.

CCSM Level 1 Curriculum

  • Customer Success Key Concepts

    Where did Customer Success come from and what is involved in it's 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 customer's 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.

CCSM Level 2 Curriculum

  • 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

Each level of CCSM curriculum features the opportunity to earn a 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 each level of Certification is a significant step forward in that journey. 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.

SuccessCOACHING Wi-Tronix Case Study.png

Learn how Wi-Tronix deepened their customer relationships and gained Trusted Advisor status using what they learned from SuccessCOACHING

See how Wi-Tronix was able to see an immediate impact from what they learned during the SuccessCOACHING Program.

Become a Certified CSM

Learn the all the strategies and methods that top Customer Success Managers use to reduce churn, increase adoption and make renewals inevitable.