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

Storytelling is part of human nature and is a valuable tool in business. Learn to use storytelling to place your customer front and center, and demonstrate how your product or service can help them accomplish their goals.

There's a lot to juggle when you're a CSM. Learn to use efficient time management to prioritize the needs of your customers while still attending to daily tasks such as responding to emails, answering calls and attending meetings.

Meetings hold a valuable place in business. Learn how to effectively lead meetings, an important skill that you will use time and time again to interact and build relationships with both colleagues and customers.

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.

NPS has become widely adopted by companies to gather customer feedback and can be a powerful tool for driving CX innovation. Learn the basics of what NPS is, how it's used, how the survey is administered and what should be done with the results.

Challenging customer interactions are inevitable. Learn concrete steps to de-escalate challenging situations, how to effectively tune in to your customers and become more aware of your own responses.

Building effective communication skills is paramount. Learn to write, speak and listen well, and recognize the appropriate way to communicate in various business contexts, and you’ll gain an advantage that will serve you well throughout your career.

CSMs are awash in customer and business information. Learn how you can effectively utilize the features of Microsoft Excel to track, manage and manipulate important data.

CSMs are awash in customer and business information. Learn how you can effectively utilize the features of Google Sheets to track, manage and manipulate important data.

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.

Vendors and customers start relationships with the best of intentions. Sometimes plans go awry and there’s an alignment crisis, a strained relationship and loss of trust. Learn how to get the relationship back on track and re-establish trust.

Outcome-based selling is a methodology for CSMs and Account Managers to expand accounts and drive net-new revenue without negatively affecting the relationship with the customer. Learn about the OBS methodology and principles behind the approach.

Achieving a Level 4 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.

This course will provide you with downloadable resources and recommended reading for all of the courses in the Level 4 Program.