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.

Learn to shift onboarding from task completion to value realization using the Enable → Realize → Tell framework, balancing execution, building customer confidence, and turning progress into compelling value stories.

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.

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.

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.

In this course, you will learn how to gain a deeper understanding of your customer needs and objectives, enabling you to build a success plan that delivers on their expectations.

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.

There is real value in creating and efficiently executing a plan. You'll learn how to effectively execute Success Plans that fit the unique needs of your customers and helps drive value.

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 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.

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.

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.

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.