This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM 101 is step one of three on the way to becoming a Certified Customer Success Manager. Time to complete all three courses is around 5 hours. Click on the course to get a full description of each lesson.
Time to complete: Around 5 Hours
This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM101 is step one of three on the way to becoming a Certified Customer Success Manager. Time to complete around 5 hours.
101.1 Why Customer Success as a Career?
In this lesson, you will determine the value of a career in customer success and identify the required foundational skills for a successful career as a Customer Success Manager.
101.2 Customer Success Career Opportunities
This lesson describes the growing need for Customer Success Management as the world moves to a subscription business model, and explains that a role in Customer Success provides the foundational skills for a career path in other organizational functions such as Sales, Product Management, Professional Services and Training.
101.3 Customer Success Terminology
This lesson introduces the common terms used in the Customer Success field, their meaning and common usage, and acknowledges usage varies from company to company.
101.4 Customer Success Roles
This lesson introduces the various Customer Success roles and their key responsibilities. Upon completion, you will understand how each role helps you manage your customer interactions, ensuring long-term success.
101.5 I Got My First CSM Job, Now What?
Recognize that learning the product, people, processes and customers is the basis for the CSM role. This lesson helps you develop a realistic perspective and learn best practices for starting your new role (or re-starting your current role) the right way.
101.6 How Will You Be Measured?
This lesson will help you understand the common ways of measuring CSMs, such as customer satisfaction score, customer health score, retention and renewal rate, etc. You will also understand how to evaluate team vs. individual measurements in Customer Success.
101.7 The Customer Success Process
This lesson will help you understand the role of Customer Success in the customer lifecycle and identify the CSM’s responsibility within the company around maximizing lifetime value (LTV) of the customer.
101.8 Understanding & Engaging with Your Customers
This lesson will help you develop a logical approach to engaging with your customers, evaluating why and how to segment customers, defining engagement models for customers, and recognizing preparation and follow-up as the key to customer engagement.
101.9 Handling Common Customer Situations
In this lesson, you will learn three common challenging customer situations and the practical strategies to help you prepare for these potentially difficult customer situations.
101.10 The Red, Yellow, Green Meeting
The Red, Yellow, Green Meeting is a core communication tool between the Customer Success Manager and your customer. This lesson will show you the value in these meetings, as well as how to use this meeting to measure and manage customer health.
101.11 Managing a Quarterly Business Review
This lesson covers the Quarterly Business Review (QBR) and examines the value of a QBR in the long-term relationship with your customer. You will learn how to prepare for and conduct an effective QBR meeting with your customer.
101.12 The Ten Laws of Customer Success
This lesson goes over the ‘Ten Laws of Customer Success’ as curated by the top Customer Success professionals in the business. Consider this a realistic, experience-based perspective on Customer Success and a fitting conclusion to this course.