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.

Let's start off on the right foot. You'll learn about the key principles and practices of onboarding. We'll discuss the key activities and you'll learn how to get your customers started using your product the right way.

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.

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.

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.

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The OODA Loop and SWOT Analysis - can help.

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The IDEAL Framework and 5 Whys Technique can help.

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.

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.

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.

CSMs live in a world of project management, even if we don’t call it that all the time. Learn how to better frame and manage expectations with customers and colleagues, and apply a project management methodology to your most important activities.

CSMs are change leaders, whether you embrace it or not. You are the face of your customers’ change; driving value-creating adoption, building user competencies and thinking about lifetime relationships. Begin building your change leadership capacity.