Course curriculum

  • 01
    CCSM Level 1 Program Resources
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    • Introduction
  • 02
    CCSM-101: Mastering Customer Success Key Concepts Resources
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    • Origins of Customer Success Whitepaper
  • 03
    CCSM-104: Building Account Success Plans
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    • SuccessPLAN Canvas Workbook
    • SuccessPLAN Canvas - Blank Template
  • 04
    CCSM-105: Driving Success Plan Execution
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    • The Four Disciplines of Execution
  • 05
    CCSM-106: Delivering Impactful Business Reviews
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    • Business Review Slide Deck Example
  • 06
    Level 1 Recommended Reading
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    • Level 1 Recommended Reading
  • 07
    Level 1 Courses Slide Handouts
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    • CCSM-101: Mastering Customer Success Key Concepts
    • CCSM-102: Thinking Like A Customer
    • CCSM-103: Designing For Onboarding Success
    • CCSM-104: Building Account Success Plans
    • CCSM-105: Driving Success Plan Execution
    • CCSM-106: Delivering Impactful Business Reviews
    • CCSM-107: Applying A Consultative Approach
    • CCSM-108: Managing Account Relationships
    • CCSM-109: Navigating Internal and External Escalations
    • CCSM-110: Aligning and Managing Expectations
    • CCSM-111: Handling Challenging Customers
    • CCSM-112: Understanding Customer Success Metrics
  • 08
    Level 1 Course Workbooks
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    • Workbooks - All Level 1 Courses
    • CCSM-101: Mastering Customer Success Key Concepts
    • CCSM-102: Thinking Like A Customer
    • CCSM-103: Designing For Onboarding Success
    • CCSM-104: Building Account Success Plans
    • CCSM-105: Driving Success Plan Execution
    • CCSM-106: Delivering Impactful Business Reviews
    • CCSM-107: Applying A Consultative Approach
    • CCSM-108: Managing Account Relationships
    • CCSM-109: Navigating Internal and External Escalations
    • CCSM-110: Aligning and Managing Expectations
    • CCSM-111: Handling Challenging Customers
    • CCSM-112: Understanding Customer Success Metrics
  • 09
    Level 1 Individual Exercises
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    • CCSM-102: Thinking Like a Customer
    • CCSM-106: Re-Engaging Disengaged Customers
  • 10
    Level 1 Group Exercises
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    • CCSM-103: Designing for Effective Onboarding
    • CCSM-104: Building Account Success Plans
    • CCSM-105: Driving Success Plan Execution
    • CCSM-108: Managing Account Relationships
    • CCSM-109: Navigating Internal & External Escalations