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.

Expectation management and alignment is the key to ensuring that you consistently deliver customer success. In this course, you'll learn a variety of techniques to manage expectations both internally and with customers.

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.

Negotiation skills are critical to being a successful CSM. CSMs need to understand how to negotiate, whether it's for terms during a renewal discussion, or the scope of a project or deployment. Learn the basics of how to effectively negotiate.

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.

In this course we're going to cover how to leverage senior executives and focus on how a CSM can make the most of those relationships, the meetings that occur, and communicating effectively to get the support you need to accelerate time to value.

An important skill for understanding customer needs and desired outcomes is to go through a discovery process. In this course, you will learn how to gain a deeper understanding of your customer in order to build a success plan that delivers.