Customer Success Manager Training Program (CSM)
Our Customer Success Manager training program redefines what it means to excel in Customer Success Management. Built on rigorous industry standards and informed by the latest employment trends, our curriculum dives beyond surface-level theory. It equips you with practical, immediately applicable skills honed through hands-on exercises, real-world case studies, and expert-led discussions.
From foundational principles to cutting-edge methodologies, every element is designed to empower you to deliver measurable value, stand out in the marketplace, and shape the future of customer success.
The program is hybrid. You will progress both at your own pace but also have direct, human feedback on your assignments and quizzes before you can progress to the next module.
Key Features
Hybrid Model: You progress at your own pace with direct human/CSM feedback in order to advance.
Standards & Competencies: Entire curriculum based on CSM standards, competencies, and professional CSM skill development.
Leadership Development: Integrated sessions to cultivate leadership and influence-building skills.
Practical Applications: Case studies, role-playing, and group activities for real-world scenarios.
Job-Ready Curriculum: Emphasis on emerging technologies, job-ready competencies, and integration of key CSM tasks.
The CSM Course Curriculum
Structured into focused weekly modules, the Customer Success Manager training program features a one-day live session (held on Mondays at 6pm - 7:30pm MST), coupled with dynamic group activities, workshops, and hands-on exercises to enhance your learning experience. You’ll retain lifetime access to all course materials—including any future updates—so you can always stay at the forefront of industry developments. This rigorous curriculum is designed not only to prepare you for the Customer Success Manager (CCSM) exam, but also to equip you with the exact skill set top employers are looking for when hiring accomplished Profesional Customer Success Managers.
Understanding the evolution of customer success and its business value.
Overview
Comprehensive strategies including customer lifecycle management, outcome-based thinking, success plans, onboarding, proactive engagements, consultative approaches, and empathy/active listening.
Overview
Continuation of more comprehensive strategies including customer lifecycle management, outcome-based thinking, success plans, onboarding, proactive engagements, consultative approaches, and empathy/active listening.
Overview
Participants learn to evaluate customer health using data, manage risks effectively, and leverage churn insights to improve processes and strategies.
Overview
A deep dive into strategies for retention, renewals, upselling, and building advocacy programs that strengthen customer loyalty and increase revenue opportunities.
Overview
This week focuses on fostering collaboration with internal teams, influencing leadership using data, and aligning organizational goals with customer success objectives.
Overview
Participants gain hands-on experience with key customer success tools, including CRMs, segmentation frameworks, and alternative metrics like CSAT and CES, to optimize their workflows.
Overview
This week equips participants with structured problem-solving techniques, time management strategies, and methods for navigating challenging customer interactions.
Overview
Participants explore strategies for educating customers, designing advocacy programs, and leveraging influence to foster collaboration and trust with stakeholders.
Overview
Focused on negotiation skills, account revitalization, and escalation management, this week prepares participants to handle complex customer situations effectively.
Overview
Participants learn to manage bugs, feature requests, and workarounds while aligning customer feedback with product teams and leading impactful QBRs.
Description
This week develops leadership skills, focusing on disciplined execution, strategic partnerships, and inspiring teams to champion customer success as a revenue driver.
Overview
In Week 13, students explore advanced customer success practices, focusing on strategic account management, real-world CSM tasks, and maximizing long-term value.
Overview
In Week 14, students focus on advanced customer success practices, including maximizing long-term value, prospect engagement, community involvement, and data hygiene.
Overview
Participants learn how AI tools can transform customer success management through automation, predictive analytics, and ethical applications, preparing them for the future of the field.
Overview
Dedicated to career development, this week covers resume building, job coaching, and insights from hiring managers to help participants excel in the job market and plan for long-term success.
Description
Sample of Week 1: Introduction to Customer Success
Full CSM Program Pricing + Certification Program
The Certified Customer Success Manager program includes all 16 weeks of hybrid training and the certification exam. You get premium training aligned with industry competency standards, a rigorous certification exam, and job-ready skills along with proof of your training.
Comprehensive, End-to-End Curriculum
Rigorous Accredited Certification Exam & Recognition
Practical, Skills-Focused Approach
Future-Focused Emphasis
Customer Success Management Professional (CSM) + Exam
$497.00
16-Week Customer Success Manager Curriculum + Exam
Single payment option. Includes certification exam and full 16-week program, certificates and lifetime access.