What will you in Customer Success Manager: Fundamentals to your CSM career Course
Understand the role of a Customer Success Manager and the value of customer-centric retention
Map the customer journey and build onboarding programs that drive adoption and time-to-value
Proactively identify churn risks using health scores, usage metrics, and sentiment analysis
Develop strategic account plans and executive business reviews to drive upsell and expansion
Master effective communication, negotiation, and stakeholder management techniques
Implement playbooks and success frameworks to scale CSM operations
Program Overview
Module 1: Foundations of Customer Success
⏳ 45 minutes
Defining customer success versus support and sales motions
KPIs and metrics: churn rate, Net Revenue Retention (NRR), and Customer Health Scores
Module 2: Onboarding & Adoption Strategies
⏳ 1 hour
Designing welcome journeys, training programs, and success milestones
Leveraging product usage data to guide adoption campaigns
Module 3: Customer Health & Risk Management
⏳ 1 hour
Building a health scoring model: usage, support tickets, NPS feedback
Early warning signs and playbooks for re-engagement
Module 4: Strategic Account Planning
⏳ 1 hour
Segmenting accounts by value and risk, and prioritizing touchpoints
Crafting QBR/EBR templates and executive-level presentations
Module 5: Driving Renewals & Upsells
⏳ 45 minutes
Identifying expansion opportunities: feature adoption, seat growth, add-ons
Negotiation tactics and renewal closing frameworks
Module 6: Stakeholder Management & Communication
⏳ 45 minutes
Mapping stakeholder ecosystems and influence networks
Running effective meetings, status reports, and communication cadences
Module 7: Scaling Customer Success Operations
⏳ 45 minutes
Defining playbooks, process documentation, and automation workflows
Technology stack overview: CS platforms (Gainsight, Totango), CRM, and analytics
Module 8: Building a Customer-Centric Culture
⏳ 30 minutes
Cross-functional alignment with Sales, Product, and Support teams
Championing customer advocacy programs and feedback loops
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Job Outlook
Customer Success roles are in high demand across SaaS, technology, and subscription-based businesses to drive MRR and reduce churn
CSM expertise opens paths to leadership positions: Director of Customer Success, VP Customer Experience, and Chief Customer Officer
Equips you to collaborate with Sales, Product, and Marketing to influence roadmap and drive product-led growth
Provides foundational skills for advanced specializations in customer experience (CX) strategy and community management
Specification: Customer Success Manager: Fundamentals to your CSM career
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