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.

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.

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.

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 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.