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.

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Key Features

Hybrid Model: You progress at your own pace with live office hours and assignment feedback.

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 Outline

The CSM course is structured into modules. Each module has a full training video, recommended readings and research, an assignment to complete, and a mini-exam. There are also PDF downloads that come with each module. Download the brochure.

You will also be invited to Slack where you can interact with the instructor, ask question, get help, and join live “office hours”. Each module builds on the foundations of Customer Success, Business fundamentals, and advanced topics. The curriculum is continually refreshed for the most up-to-date material. Below you will find an outline of the current offering:

Module 1: Business Strategy Fundamentals

Learn the fundamentals of business strategy including outcomes, goals, planning, and consulting

Module 2: Foundations of Customer Success

Explore and learn the foundations of modern-day customer success to set the stage for advanced topics and modules

Module 3: Customer Lifecycle + Success Action Plans

Dive deep into the customer lifecycle, how it relates to business strategies and learn the success action plan

Module 4: Onboarding & Consultative Engagement

We learn the art and science of onboarding as it relates to business outcomes and focus on how to be consultative

Module 5: Health Scoring & Risk Management

Learn how to build, and implement customer health scoring models and tie this into risk management

Module 6: Retention, Expansion & Advocacy

We dive deep into retention, expansion and advocacy with a focus on the "how" and "why" + real world examples

Module 7: Strategic Collaboration & Influence

Understand and learn the fundamentals of strategic collaboration and how you apply this to help customers achieve their goals

Module 8: Tools & Data Metrics for CSMs

Learn about modern CSM tools & metrics that drive your success + apply them in all phases of the customer lifecycle

Module 9: Critical Thinking & Customer Scenarios

Dive deeper into critical thinking as a CSM and apply it to common customer scenarios

Module 10: Personalization & Advocacy in CS

Learn why (and how) personalization techniques can create trusted advocates

Module 11: Renewals & Negotiation

Learn and apply techniques for negotiating and driving renewals

Module 12: QBRs, CORs, Feedback & Advanced Practices

Understand and use QBRs + CORs + Metrics to have successful and productive customer meetings

Module 13: Leadership & Strategic Thinking

Apply the principles of strategic thinking to lead efforts as a CSM and become a strong leader

Module 14: Strategic Account Management

We dive deep into strategic account management, how it works, how to apply it, and why it leads to increased revenue recognition

Module 15: Long-Term Customer Value + Community

What is LCV? You will learn this fundamental concept and how to apply it to create strong, trusted advocates

Module 16: The AI-First CSM

Learn and apply modern-day AI tools to perform tasks at each stage of the customer lifecyle

Module 17: Scaling Customer Success Without Losing Impact

How does CS scale? You will dive deeper into this topic and apply it to keep personalization at the forefront

Module 18: Career Readiness & Certification

Get ready for the CSM exam and dive into how to find your first CSM role

CSM Training - Program Launching 7/1/25

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.