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

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.

Learn how to effectively visualize your model for engaging with your customer and its impact on your capacity. Learn how to visualize your current workload and capacity based on your customer contact and engagement model.

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 and what to track as possible risk indicators.

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.

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.

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.

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.

Turn your happy customers into raving fans. You'll 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.

If you’re making your customers successful, they’re likely to want to stick around. 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.

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.

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.

In this course, you'll learn how to align your priorities and objectives with your Sales counterparts and turn them into your key partner in delivering Success.

This course will provide you with downloadable resources and recommended reading for all of the courses in the Level 2 Program.

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.