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 how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.

You'll learn how to get focused and execute like a champ. You'll develop a deeper understanding of the most important aspects of execution, follow-through and expectation management.

How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.

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.

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.

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.

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.

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.