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.

As a CSM, you are the critical translator between your customer and your organization. In this course, we help you understand how to gain a deeper understanding of customer requests, but also how to communicate these to your internal product team.

Why do you need a customer education program? This course will explain the purpose and benefits of implementing a customer education program. It will show how to develop training materials to address the skill gaps that exist within customer groups.

As a CSM, it is important to build relationships within clients that help you expand your network and influence to help drive long-lasting impact. In this course, you will learn a strategic approach for identifying and mapping account stakeholders.

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.

Building new customer relationships during the post-sale handover to implementation is a high-stakes period. As you build credibility and manage expectations in these new relationships, it’s important for CSMs to understand their critical role.

Knowing how to say ‘no’ is an important tool in your professional toolkit. In a situation where you have to decline, it is important to know both how and when to do so. In this course, you will learn how to say ‘no’ in a polite and effective way.

As CSMs, we can't force our clients to make users engage and adopt the product, or exploit the most powerful functions our product has to offer. What we do have is the ability to influence the many stakeholders we engage.

An important aspect of being good at stakeholder presentations is knowing how to use the tools that enable them. This course can help you unlock the power of PowerPoint and Google Slides to help you develop compelling presentations.

As a CSM, you're in a critical role as a conduit between your customer and your own organization. This course is designed to help you better execute presentations to your key customer stakeholders in a clear and concise manner.

Employing empathy is an important aspect of being an effective CSM. In this course, we'll dive deeper into what empathy is, why it's important, and how to effectively apply it to Customer Success.

One of the best ways to understand our customers, their needs, and their desired outcomes is to practice active listening. In this course, we'll provide you with best practices and exercises to improve your ability to actively listen.

Customer Success is core to any company's survival. It is a driver of value realization and acceleration. We'll discuss how to connect the dots between values and objectives to help you help your customers achieve their desired outcomes.

This course will provide you with downloadable resources and recommended reading for all of the courses in the Level 5 Program.

Achieving a Level 5 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.