The Learner Assessment provides you with an assessment of where you stand with regards to your pre-program level of familiarity with the practices that make up the fundamentals of Customer Success Management.

Where did Customer Success come from and what is involved in its delivery? In this course, we'll cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.

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.

Let's 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.

Customer Success is a journey and the road to success is always under construction. Learn the benefits of a strategic approach to account planning and come away with the knowledge and skills to develop a Success Plan that delivers.

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.

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.

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.

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.

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.

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.

Customers come in a variety of shapes, sizes, and styles and 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.

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.

Achieving a Customer Success Certification will help you to develop your base of knowledge by teaching you the tactics, practices and applications that a CSM requires, as well as the skills needed to apply it effectively.

Access the full library of downloadable resources, templates, and tools, as well as the full, recommended reading list for all of the courses included in the CCSM Level 1 Program all from one location.