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Customer Success Management

Basics to Advanced

Natalia Raleva

In today's business landscape, ensuring customer satisfaction and loyalty is essential for long-term growth. "Customer Success Management: Basics to Advanced" is a comprehensive course designed to provide you with the skills, strategies, and frameworks needed to excel in the field of Customer Success Management (CSM). Whether you're new to the role or looking to enhance your expertise, this course covers every aspect of CSM in a structured and practical way.

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In today's business landscape, ensuring customer satisfaction and loyalty is essential for long-term growth. "Customer Success Management: Basics to Advanced" is a comprehensive course designed to provide you with the skills, strategies, and frameworks needed to excel in the field of Customer Success Management (CSM). Whether you're new to the role or looking to enhance your expertise, this course covers every aspect of CSM in a structured and practical way.

You’ll gain a solid foundation in customer success principles and advance to mastering techniques that drive customer retention, satisfaction, and advocacy. The course includes a step-by-step approach to understanding the CSM role, building essential skills, analyzing success metrics, and implementing proven strategies that deliver results.

What You’ll Learn:

  • Understand the role and responsibilities of a Customer Success Manager.

  • Build critical technical and interpersonal skills for success.

  • Implement retention strategies to reduce churn and enhance loyalty.

  • Master customer success metrics like Net Promoter Score (NPS) and churn rate.

  • Apply structured frameworks for onboarding and long-term customer engagement.

This course is ideal for aspiring Customer Success Managers, professionals looking to upskill, business leaders, and anyone aiming to improve customer relationships. With a mix of practical knowledge, real-world examples, and actionable insights, you’ll be equipped to make a meaningful impact in the field of customer success.

Take your career to the next level with "Customer Success Management: Basics to Advanced" and unlock the tools you need to succeed.

Enroll now

What's inside

Learning objectives

  • Master the csm role: understand key responsibilities to enhance customer success, loyalty, and advocacy.
  • Develop essential skills: build technical and customer-facing abilities for effective problem-solving.
  • Drive retention: implement strategies like vendor locking to reduce churn and boost loyalty.
  • Analyze success metrics: use tools like nps and churn rate to measure and improve satisfaction.
  • Apply proven frameworks: execute structured onboarding and engagement methodologies for success.

Syllabus

AN OVERVIEW OF THE CUSTOMER Success Manager’s Role
WHAT IS MEANT BY “CUSTOMER SUCCESS”?
TREATING YOUR CUSTOMER AS YOUR BUSINESS PARTNER
WHERE DO CSMS FIT WITHIN THE WIDER ORGANIZATIONAL STRUCTURE?
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Readiness for Customer Success Management
What Is Your Organization’s Customer Success Strategy?
What Is Your Role in Helping to Ful!ll Your Organization’s CSM Strategy
What Assets and Resources Are Available to Help You?
How Will You Plan and Manage Your Time?
CUSTOMER SUCCESS MANAGEMENT TASKS, TOOLS AND TECHNIQUES
THE RAPAE TASK MODEL—A WAY TO CATEGORIZE CSM ACTIVITIES
UNDERSTANDING THE CRITICAL PATH
GETTING IN FRONT OF SENIOR MANAGEMENT AND “C” LEVEL CUSTOMER STAKEHOLDERS
Practical CSM Framework Phase 1: Preparation
What Is Phase 1: Preparation All About?
Accessing Information
Internal Handover
Customer Information
Initiative Information and Customer Outcome Requirements
CSM Outcome Requirements
Third Parties and Project Status
Tools for PCSMF Phase 1: Preparation
Practical CSM Framework Phase 2: Commitment
What Is “Commitment” All About?
Communicating with the Customer
Developing a Stakeholder Management Strategy
Practical CSM Framework Phase 3: Onboarding
What Is PCSMF Phase 3: Onboarding All About?
Generic and Customized Onboarding Models
Information for Onboarding
Tools for PCSMF Phase 3: Onboarding
PRACTICAL CSM FRAMEWORK PHASE 4: ADOPTION PLANNING PART 1—CONCEPTS
WHAT IS ADOPTION ALL ABOUT?
UNDERSTANDING IMPACTED USERS
RESEARCH TECHNIQUES
CSM INVOLVEMENT IN ADOPTION RESEARCH
PRACTICAL CSM FRAMEWORK STAGE 4: ADOPTION PLANNING PART 2—IMPLEMENTATION
STEP 1: DETERMINE ADOPTION REQUIREMENTS
STEP 3: CREATE IMPACTED GROUPS
STEP 5: DETERMINE COMMUNICATION, TRAINING AND SUPPORT REQUIREMENTS

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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Customer Success Management: Basics to Advanced with these activities:
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Learn how to reduce customer effort to improve loyalty and satisfaction.
View The Effortless Experience on Amazon
Show steps
  • Read the book and take notes.
  • Identify three key takeaways.
  • Relate the concepts to CSM tasks.
Review Key Account Management Principles
Solidify your understanding of key account management principles to better understand the strategic context of customer success.
Show steps
  • Review notes from previous courses.
  • Search online for key account management resources.
  • Summarize the core principles.
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Gain a comprehensive understanding of customer success strategies and implementation.
View Customer Success: How Innovative Companies Are... on Amazon
Show steps
  • Read the book and highlight key concepts.
  • Summarize the main arguments.
  • Apply the strategies to real-world scenarios.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Develop a Customer Onboarding Plan
Create a detailed customer onboarding plan to apply the concepts learned in the course.
Show steps
  • Define the target customer profile.
  • Outline the onboarding stages.
  • Create onboarding materials.
  • Design a feedback mechanism.
Create a Customer Success Case Study
Develop a case study showcasing a successful customer engagement to demonstrate your understanding of CSM principles.
Show steps
  • Identify a suitable customer success story.
  • Gather data and testimonials.
  • Write a compelling narrative.
  • Present the case study professionally.
Design a Customer Health Score Dashboard
Build a dashboard to visualize customer health scores, applying your knowledge of key metrics and data analysis.
Show steps
  • Identify key customer health indicators.
  • Select a suitable data visualization tool.
  • Design the dashboard layout.
  • Populate the dashboard with sample data.
Mentor Junior CSM Professionals
Reinforce your understanding by mentoring junior CSM professionals, sharing your knowledge and experience.
Show steps
  • Find a mentee interested in CSM.
  • Schedule regular mentoring sessions.
  • Share your insights and experiences.
  • Provide guidance and support.

Career center

Learners who complete Customer Success Management: Basics to Advanced will develop knowledge and skills that may be useful to these careers:

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Customer Success Management: Basics to Advanced.
Cover image
Customer Success
Save
Foundational text in the field of customer success, offering practical advice on reducing churn and increasing recurring revenue. It delves into the strategies and tactics used by innovative companies to build strong customer relationships and drive long-term value. It serves as a useful reference for understanding the core principles of customer success and implementing effective retention strategies.
Customer Success: How Innovative Companies Are...
Hardcover
$$
Customer Success: How Innovative Companies Are...
Kindle Edition
$$
Cover image
The Effortless Experience
Save
While not strictly about customer success management, this book offers valuable insights into customer loyalty and the importance of reducing customer effort. It challenges conventional wisdom about exceeding customer expectations and provides a practical framework for creating effortless customer experiences. is helpful for understanding how to improve customer satisfaction and reduce churn.
The Effortless Experience
Paperback
Check
The Effortless Experience
Kindle Edition
Check

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Effort
7.5 total hours
Via
Udemy
Instructor
Natalia Raleva
Language
English
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