Customer Success Manager: Fundamentals to your CSM career Course

A practical, end-to-end CSM course that provides the playbooks, metrics, and communication frameworks to excel in driving customer retention and expansion.

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access	Lifetime
level	Beginner
certificate	Certificate of completion
language	English

#Udemy

Description
Additional information

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

Explore More Learning Paths

Advance your career in customer success with these carefully selected programs designed to help you build strong client relationships, drive retention, and ensure customer satisfaction.

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