Mastering Customer Success Management: A Complete Guide
You're trusted to keep enterprise accounts happy, reduce churn, and turn renewals into growth opportunities-but the pressure is mounting. Customers expect more than just support. They demand strategic value, proactive guidance, and measurable outcomes. And if you can’t prove ROI, retention, and expansion, budgets are cut, deals collapse, and leadership questions your team’s seat at the table. Meanwhile, onboarding feels chaotic, health scores are guesswork, and your playbooks lack consistency. You’re putting out fires instead of building scalable systems. The cost? Lost ACV, missed expansion targets, and eroded credibility. Mastering Customer Success Management: A Complete Guide is your blueprint to go from reactive firefighting to predictable revenue growth-by building a customer success engine that retains, expands, and advocates. One customer success manager, working in a mid-market SaaS company, used this system to identify at-risk accounts 45 days earlier than before, redesign their onboarding journey, and drive a 22% increase in renewal rates within one quarter. She didn’t have more resources. She had better frameworks. And now, they’re embedded in this course. Here’s how this course is structured to help you get there.Course Format & Delivery Details Designed for Leaders Who Need Results-Without the Time Sink
This course is self-paced, with immediate online access upon registration. You control when and where you learn. There are no fixed dates, weekly check-ins, or mandatory sessions. You progress at your speed, on your schedule. Most professionals complete the core curriculum in 12–18 hours. Many apply key frameworks to their current accounts within the first 72 hours of starting. There are no videos, recordings, or passive learning segments. Every module delivers actionable insight through structured guides, real-world templates, diagnostic tools, and decision frameworks-designed for integration into your daily workflow. Lifetime Access & Ongoing Value
You receive lifetime access to all materials. This includes every update, new template, and revised framework released in the future-at no additional cost. Customer success evolves, and so does this course. Access is 24/7, globally available, and fully mobile-friendly. Whether you're in transit, between meetings, or leading a QBR prep session, your learning travels with you. Expert-Backed Support & Accountability
While the course is self-guided, you’re never alone. You’ll have direct access to our instructor network for clarification, implementation questions, and contextual guidance. Responses are typically within 24 business hours, with priority handling for high-impact use cases. This isn’t a course that leaves you with theory. You’ll be equipped to implement changes immediately-with confidence and precision. Certificate of Completion from The Art of Service
Upon finishing, you’ll earn a Certificate of Completion issued by The Art of Service-an internationally recognised credential trusted by professionals in over 140 countries. It validates your mastery of end-to-end customer success operations and strengthens your professional credibility. Display it on LinkedIn, include it in performance reviews, or leverage it during promotion discussions. This certification signals strategic competence, not just activity. Straightforward Pricing, Zero Surprises
Pricing is transparent with no hidden fees. What you see is what you pay-one upfront amount, no subscriptions, no upsells. Multiple secure payment options are accepted, including Visa, Mastercard, and PayPal. Complete Risk Reversal: Our Guarantee
If you complete the course and find it doesn’t improve your ability to manage customer health, drive renewals, or articulate value, you’re covered by our 100% money-back guarantee. No questions, no friction, no risk. We exist to equip you-not to collect payments from indifferent learners. What Happens After You Enroll?
After registration, you’ll receive a confirmation email. Your course access details will be sent separately once your enrollment is fully processed and your learning environment is prepared. This ensures a smooth, secure experience for every participant, regardless of location or time zone. “Will This Work for Me?” - We’ve Designed for Your Context
This course works whether you’re a frontline CSM, a team lead, or stepping into a director role. It’s used by enterprise customer success architects at global SaaS firms and by solo CSMs in startups building their first retention function. It works even if you don’t have a CRM fully configured, lack executive buy-in, or operate in a product-led growth environment where touchless onboarding is the norm. One regional manager at a B2B fintech startup applied the health score framework to a portfolio of 87 accounts, identifying 18 high-risk clients before churn indicators appeared. She used the renewal playbook to renegotiate terms proactively and recovered $410K in at-risk ACV. Another user, transitioning from support to customer success, used the role-mapping guide and stakeholder alignment templates to secure a promotion within eight weeks of completion. You gain not just knowledge, but battle-tested systems that scale across industries, business models, and maturity levels.
Module 1: Foundations of Modern Customer Success - Defining customer success in a retention-driven economy
- Distinguishing customer success from support, account management, and service
- The evolution of customer success in SaaS and subscription models
- Core responsibilities of a customer success manager
- Key performance indicators every CSM must track
- Understanding customer lifetime value and its dependencies
- Mapping customer expectations across industries
- Identifying early warning signs of customer dissatisfaction
- Building a customer-centric mindset in your organisation
- The role of CSMs in revenue retention and expansion
- Overview of the customer journey lifecycle
- Aligning customer success with company mission and strategy
- Common misconceptions about customer success roles
- Recognising hidden costs of poor customer success practices
- Establishing personal accountability in customer outcomes
Module 2: Strategic Onboarding & Time-to-Value Acceleration - Designing a structured onboarding process
- Creating onboarding checklists for different customer segments
- Defining and measuring time-to-first-value (TTFV)
- Mapping key milestones in the first 30-60-90 days
- Conducting effective kickoff meetings with stakeholders
- Setting clear expectations during implementation
- Developing onboarding playbooks for repeatable success
- Using project management tools to track onboarding progress
- Identifying critical success factors for each phase
- Managing handoffs between sales, onboarding, and ongoing success
- Customising onboarding for enterprise vs mid-market vs SMB
- Integrating product adoption metrics into early success
- Onboarding stakeholders across multiple departments
- Documenting configurations and system integrations
- Creating customer-specific onboarding timelines
Module 3: Customer Health Scoring & Risk Prediction - Understanding the components of a customer health score
- Weighting usage, support, sentiment, and financial data
- Designing custom health models for your product type
- Establishing thresholds for green, yellow, and red status
- Using NPS and CSAT as inputs without overreliance
- Integrating engagement frequency and depth metrics
- Monitoring login frequency, feature adoption, and session length
- Calculating product stickiness and dependency
- Tracking support ticket volume and resolution time
- Incorporating stakeholder turnover and relationship depth
- Mapping financial health and contract renewal proximity
- Automating health scoring with available tools
- Validating score accuracy against actual churn data
- Review cycles for updating health model weights
- Communicating health status to internal teams efficiently
Module 4: Stakeholder Mapping & Executive Alignment - Identifying all customer stakeholders by role and influence
- Creating RACI matrices for customer accounts
- Mapping technical, business, and financial decision makers
- Distinguishing day-to-day users from strategic sponsors
- Conducting stakeholder interviews to uncover motivations
- Building and maintaining stakeholder relationship logs
- Understanding stakeholder KPIs and business goals
- Aligning product value to individual stakeholder outcomes
- Engaging executives with business reviews and insights
- Managing stakeholder transitions and personnel changes
- Handling conflict between internal and external stakeholders
- Documenting communication preferences and channels
- Planning strategic touchpoints across the year
- Using stakeholder warmth levels to guide engagement
- Creating succession plans for key relationships
Module 5: Business Reviews & Value Realisation - Structuring impactful customer business reviews
- Setting agendas that focus on strategic outcomes
- Measuring and presenting quantifiable business value
- Linking product usage to operational improvements
- Creating compelling customer success stories
- Designing slide decks that tell a value-driven narrative
- Using before-and-after metrics to show progression
- Highlighting ROI, efficiency gains, and risk reduction
- Scheduling QBRs and EBRs for maximum impact
- Preparing internal stakeholders for customer meetings
- Collecting feedback during and after reviews
- Following up on action items and commitments
- Turning insights into expansion opportunities
- Using third-party benchmarks to strengthen narratives
- Archiving and reusing business review content
Module 6: Renewal Management & Churn Prevention - Forecasting renewals with confidence and accuracy
- Identifying at-risk accounts 90+ days before expiry
- Conducting renewal risk assessments
- Developing retention playbooks for each risk level
- Managing discount requests with strategy and control
- Negotiating renewals without eroding profitability
- Aligning legal, finance, and sales during renewal cycles
- Handling objections related to value, pricing, or performance
- Building renewal timelines and responsibilities
- Creating win-back strategies for churned customers
- Analysing churn root causes and patterns
- Improving renewal rates through systematic changes
- Using renewal rate as a leading indicator of health
- Transitioning renewals into expansion conversations
- Documenting lessons from every renewal outcome
Module 7: Expansion & Upsell Orchestration - Identifying expansion opportunities within existing accounts
- Differentiating upsell from cross-sell and add-on scenarios
- Using adoption data to trigger expansion conversations
- Scoring accounts for expansion readiness
- Collaborating with sales on land-and-expand motion
- Preparing business cases for new modules or seats
- Positioning upgrades as value accelerators
- Overcoming price sensitivity with ROI framing
- Creating expansion playbooks with trigger events
- Tracking expansion pipeline alongside renewal pipeline
- Managing co-selling dynamics with sales teams
- Demonstrating incremental value delivery
- Using benchmarking to create urgency
- Expanding into new departments or geographies
- Documenting expansion success for future reference
Module 8: Customer Advocacy & Reference Development - Building a pipeline of willing customer advocates
- Identifying customers with strong success stories
- Creating case study briefs and interview guides
- Securing approval for public references
- Developing customer testimonials and quotes
- Onboarding advocates into reference programs
- Inviting customers to webinars, events, and panels
- Offering recognition in exchange for advocacy
- Managing advocate communication respectfully
- Tracking advocate engagement over time
- Using advocacy to strengthen retention
- Working with marketing on customer stories
- Building a customer advisory board
- Hosting customer roundtables and feedback sessions
- Measuring the ROI of advocacy programs
Module 9: Adoption & Engagement Strategy - Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Defining customer success in a retention-driven economy
- Distinguishing customer success from support, account management, and service
- The evolution of customer success in SaaS and subscription models
- Core responsibilities of a customer success manager
- Key performance indicators every CSM must track
- Understanding customer lifetime value and its dependencies
- Mapping customer expectations across industries
- Identifying early warning signs of customer dissatisfaction
- Building a customer-centric mindset in your organisation
- The role of CSMs in revenue retention and expansion
- Overview of the customer journey lifecycle
- Aligning customer success with company mission and strategy
- Common misconceptions about customer success roles
- Recognising hidden costs of poor customer success practices
- Establishing personal accountability in customer outcomes
Module 2: Strategic Onboarding & Time-to-Value Acceleration - Designing a structured onboarding process
- Creating onboarding checklists for different customer segments
- Defining and measuring time-to-first-value (TTFV)
- Mapping key milestones in the first 30-60-90 days
- Conducting effective kickoff meetings with stakeholders
- Setting clear expectations during implementation
- Developing onboarding playbooks for repeatable success
- Using project management tools to track onboarding progress
- Identifying critical success factors for each phase
- Managing handoffs between sales, onboarding, and ongoing success
- Customising onboarding for enterprise vs mid-market vs SMB
- Integrating product adoption metrics into early success
- Onboarding stakeholders across multiple departments
- Documenting configurations and system integrations
- Creating customer-specific onboarding timelines
Module 3: Customer Health Scoring & Risk Prediction - Understanding the components of a customer health score
- Weighting usage, support, sentiment, and financial data
- Designing custom health models for your product type
- Establishing thresholds for green, yellow, and red status
- Using NPS and CSAT as inputs without overreliance
- Integrating engagement frequency and depth metrics
- Monitoring login frequency, feature adoption, and session length
- Calculating product stickiness and dependency
- Tracking support ticket volume and resolution time
- Incorporating stakeholder turnover and relationship depth
- Mapping financial health and contract renewal proximity
- Automating health scoring with available tools
- Validating score accuracy against actual churn data
- Review cycles for updating health model weights
- Communicating health status to internal teams efficiently
Module 4: Stakeholder Mapping & Executive Alignment - Identifying all customer stakeholders by role and influence
- Creating RACI matrices for customer accounts
- Mapping technical, business, and financial decision makers
- Distinguishing day-to-day users from strategic sponsors
- Conducting stakeholder interviews to uncover motivations
- Building and maintaining stakeholder relationship logs
- Understanding stakeholder KPIs and business goals
- Aligning product value to individual stakeholder outcomes
- Engaging executives with business reviews and insights
- Managing stakeholder transitions and personnel changes
- Handling conflict between internal and external stakeholders
- Documenting communication preferences and channels
- Planning strategic touchpoints across the year
- Using stakeholder warmth levels to guide engagement
- Creating succession plans for key relationships
Module 5: Business Reviews & Value Realisation - Structuring impactful customer business reviews
- Setting agendas that focus on strategic outcomes
- Measuring and presenting quantifiable business value
- Linking product usage to operational improvements
- Creating compelling customer success stories
- Designing slide decks that tell a value-driven narrative
- Using before-and-after metrics to show progression
- Highlighting ROI, efficiency gains, and risk reduction
- Scheduling QBRs and EBRs for maximum impact
- Preparing internal stakeholders for customer meetings
- Collecting feedback during and after reviews
- Following up on action items and commitments
- Turning insights into expansion opportunities
- Using third-party benchmarks to strengthen narratives
- Archiving and reusing business review content
Module 6: Renewal Management & Churn Prevention - Forecasting renewals with confidence and accuracy
- Identifying at-risk accounts 90+ days before expiry
- Conducting renewal risk assessments
- Developing retention playbooks for each risk level
- Managing discount requests with strategy and control
- Negotiating renewals without eroding profitability
- Aligning legal, finance, and sales during renewal cycles
- Handling objections related to value, pricing, or performance
- Building renewal timelines and responsibilities
- Creating win-back strategies for churned customers
- Analysing churn root causes and patterns
- Improving renewal rates through systematic changes
- Using renewal rate as a leading indicator of health
- Transitioning renewals into expansion conversations
- Documenting lessons from every renewal outcome
Module 7: Expansion & Upsell Orchestration - Identifying expansion opportunities within existing accounts
- Differentiating upsell from cross-sell and add-on scenarios
- Using adoption data to trigger expansion conversations
- Scoring accounts for expansion readiness
- Collaborating with sales on land-and-expand motion
- Preparing business cases for new modules or seats
- Positioning upgrades as value accelerators
- Overcoming price sensitivity with ROI framing
- Creating expansion playbooks with trigger events
- Tracking expansion pipeline alongside renewal pipeline
- Managing co-selling dynamics with sales teams
- Demonstrating incremental value delivery
- Using benchmarking to create urgency
- Expanding into new departments or geographies
- Documenting expansion success for future reference
Module 8: Customer Advocacy & Reference Development - Building a pipeline of willing customer advocates
- Identifying customers with strong success stories
- Creating case study briefs and interview guides
- Securing approval for public references
- Developing customer testimonials and quotes
- Onboarding advocates into reference programs
- Inviting customers to webinars, events, and panels
- Offering recognition in exchange for advocacy
- Managing advocate communication respectfully
- Tracking advocate engagement over time
- Using advocacy to strengthen retention
- Working with marketing on customer stories
- Building a customer advisory board
- Hosting customer roundtables and feedback sessions
- Measuring the ROI of advocacy programs
Module 9: Adoption & Engagement Strategy - Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Understanding the components of a customer health score
- Weighting usage, support, sentiment, and financial data
- Designing custom health models for your product type
- Establishing thresholds for green, yellow, and red status
- Using NPS and CSAT as inputs without overreliance
- Integrating engagement frequency and depth metrics
- Monitoring login frequency, feature adoption, and session length
- Calculating product stickiness and dependency
- Tracking support ticket volume and resolution time
- Incorporating stakeholder turnover and relationship depth
- Mapping financial health and contract renewal proximity
- Automating health scoring with available tools
- Validating score accuracy against actual churn data
- Review cycles for updating health model weights
- Communicating health status to internal teams efficiently
Module 4: Stakeholder Mapping & Executive Alignment - Identifying all customer stakeholders by role and influence
- Creating RACI matrices for customer accounts
- Mapping technical, business, and financial decision makers
- Distinguishing day-to-day users from strategic sponsors
- Conducting stakeholder interviews to uncover motivations
- Building and maintaining stakeholder relationship logs
- Understanding stakeholder KPIs and business goals
- Aligning product value to individual stakeholder outcomes
- Engaging executives with business reviews and insights
- Managing stakeholder transitions and personnel changes
- Handling conflict between internal and external stakeholders
- Documenting communication preferences and channels
- Planning strategic touchpoints across the year
- Using stakeholder warmth levels to guide engagement
- Creating succession plans for key relationships
Module 5: Business Reviews & Value Realisation - Structuring impactful customer business reviews
- Setting agendas that focus on strategic outcomes
- Measuring and presenting quantifiable business value
- Linking product usage to operational improvements
- Creating compelling customer success stories
- Designing slide decks that tell a value-driven narrative
- Using before-and-after metrics to show progression
- Highlighting ROI, efficiency gains, and risk reduction
- Scheduling QBRs and EBRs for maximum impact
- Preparing internal stakeholders for customer meetings
- Collecting feedback during and after reviews
- Following up on action items and commitments
- Turning insights into expansion opportunities
- Using third-party benchmarks to strengthen narratives
- Archiving and reusing business review content
Module 6: Renewal Management & Churn Prevention - Forecasting renewals with confidence and accuracy
- Identifying at-risk accounts 90+ days before expiry
- Conducting renewal risk assessments
- Developing retention playbooks for each risk level
- Managing discount requests with strategy and control
- Negotiating renewals without eroding profitability
- Aligning legal, finance, and sales during renewal cycles
- Handling objections related to value, pricing, or performance
- Building renewal timelines and responsibilities
- Creating win-back strategies for churned customers
- Analysing churn root causes and patterns
- Improving renewal rates through systematic changes
- Using renewal rate as a leading indicator of health
- Transitioning renewals into expansion conversations
- Documenting lessons from every renewal outcome
Module 7: Expansion & Upsell Orchestration - Identifying expansion opportunities within existing accounts
- Differentiating upsell from cross-sell and add-on scenarios
- Using adoption data to trigger expansion conversations
- Scoring accounts for expansion readiness
- Collaborating with sales on land-and-expand motion
- Preparing business cases for new modules or seats
- Positioning upgrades as value accelerators
- Overcoming price sensitivity with ROI framing
- Creating expansion playbooks with trigger events
- Tracking expansion pipeline alongside renewal pipeline
- Managing co-selling dynamics with sales teams
- Demonstrating incremental value delivery
- Using benchmarking to create urgency
- Expanding into new departments or geographies
- Documenting expansion success for future reference
Module 8: Customer Advocacy & Reference Development - Building a pipeline of willing customer advocates
- Identifying customers with strong success stories
- Creating case study briefs and interview guides
- Securing approval for public references
- Developing customer testimonials and quotes
- Onboarding advocates into reference programs
- Inviting customers to webinars, events, and panels
- Offering recognition in exchange for advocacy
- Managing advocate communication respectfully
- Tracking advocate engagement over time
- Using advocacy to strengthen retention
- Working with marketing on customer stories
- Building a customer advisory board
- Hosting customer roundtables and feedback sessions
- Measuring the ROI of advocacy programs
Module 9: Adoption & Engagement Strategy - Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Structuring impactful customer business reviews
- Setting agendas that focus on strategic outcomes
- Measuring and presenting quantifiable business value
- Linking product usage to operational improvements
- Creating compelling customer success stories
- Designing slide decks that tell a value-driven narrative
- Using before-and-after metrics to show progression
- Highlighting ROI, efficiency gains, and risk reduction
- Scheduling QBRs and EBRs for maximum impact
- Preparing internal stakeholders for customer meetings
- Collecting feedback during and after reviews
- Following up on action items and commitments
- Turning insights into expansion opportunities
- Using third-party benchmarks to strengthen narratives
- Archiving and reusing business review content
Module 6: Renewal Management & Churn Prevention - Forecasting renewals with confidence and accuracy
- Identifying at-risk accounts 90+ days before expiry
- Conducting renewal risk assessments
- Developing retention playbooks for each risk level
- Managing discount requests with strategy and control
- Negotiating renewals without eroding profitability
- Aligning legal, finance, and sales during renewal cycles
- Handling objections related to value, pricing, or performance
- Building renewal timelines and responsibilities
- Creating win-back strategies for churned customers
- Analysing churn root causes and patterns
- Improving renewal rates through systematic changes
- Using renewal rate as a leading indicator of health
- Transitioning renewals into expansion conversations
- Documenting lessons from every renewal outcome
Module 7: Expansion & Upsell Orchestration - Identifying expansion opportunities within existing accounts
- Differentiating upsell from cross-sell and add-on scenarios
- Using adoption data to trigger expansion conversations
- Scoring accounts for expansion readiness
- Collaborating with sales on land-and-expand motion
- Preparing business cases for new modules or seats
- Positioning upgrades as value accelerators
- Overcoming price sensitivity with ROI framing
- Creating expansion playbooks with trigger events
- Tracking expansion pipeline alongside renewal pipeline
- Managing co-selling dynamics with sales teams
- Demonstrating incremental value delivery
- Using benchmarking to create urgency
- Expanding into new departments or geographies
- Documenting expansion success for future reference
Module 8: Customer Advocacy & Reference Development - Building a pipeline of willing customer advocates
- Identifying customers with strong success stories
- Creating case study briefs and interview guides
- Securing approval for public references
- Developing customer testimonials and quotes
- Onboarding advocates into reference programs
- Inviting customers to webinars, events, and panels
- Offering recognition in exchange for advocacy
- Managing advocate communication respectfully
- Tracking advocate engagement over time
- Using advocacy to strengthen retention
- Working with marketing on customer stories
- Building a customer advisory board
- Hosting customer roundtables and feedback sessions
- Measuring the ROI of advocacy programs
Module 9: Adoption & Engagement Strategy - Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Identifying expansion opportunities within existing accounts
- Differentiating upsell from cross-sell and add-on scenarios
- Using adoption data to trigger expansion conversations
- Scoring accounts for expansion readiness
- Collaborating with sales on land-and-expand motion
- Preparing business cases for new modules or seats
- Positioning upgrades as value accelerators
- Overcoming price sensitivity with ROI framing
- Creating expansion playbooks with trigger events
- Tracking expansion pipeline alongside renewal pipeline
- Managing co-selling dynamics with sales teams
- Demonstrating incremental value delivery
- Using benchmarking to create urgency
- Expanding into new departments or geographies
- Documenting expansion success for future reference
Module 8: Customer Advocacy & Reference Development - Building a pipeline of willing customer advocates
- Identifying customers with strong success stories
- Creating case study briefs and interview guides
- Securing approval for public references
- Developing customer testimonials and quotes
- Onboarding advocates into reference programs
- Inviting customers to webinars, events, and panels
- Offering recognition in exchange for advocacy
- Managing advocate communication respectfully
- Tracking advocate engagement over time
- Using advocacy to strengthen retention
- Working with marketing on customer stories
- Building a customer advisory board
- Hosting customer roundtables and feedback sessions
- Measuring the ROI of advocacy programs
Module 9: Adoption & Engagement Strategy - Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Measuring product adoption across customer tiers
- Defining core vs advanced feature usage
- Identifying underutilised but high-value features
- Creating feature adoption campaigns
- Using in-product messaging to drive engagement
- Designing email sequences for reactivation
- Segmenting customers by adoption level
- Tailoring engagement strategies to user types
- Integrating training into adoption workflows
- Using dashboards to monitor adoption trends
- Running adoption challenges with incentives
- Collaborating with product teams on usability
- Analysing dropout points in user journeys
- Improving login frequency and session duration
- Mapping user roles to feature relevance
Module 10: Communication Mastery for CSMs - Developing a professional communication style
- Writing concise, action-oriented emails
- Choosing the right channel for each message
- Setting meeting agendas and managing time effectively
- Handling difficult conversations with empathy
- Delivering bad news with clarity and support
- Using active listening techniques in customer calls
- Asking diagnostic questions to uncover root issues
- Summarising discussions and next steps accurately
- Managing tone and emotion under pressure
- Escalating issues without alarming customers
- Documenting interactions for continuity
- Creating communication plans for key accounts
- Using templated language without sounding robotic
- Adapting communication for cultural differences
Module 11: Metric Design & KPI Ownership - Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Selecting leading vs lagging indicators for customer health
- Defining KPIs aligned to business outcomes
- Tracking net revenue retention (NRR) by segment
- Calculating gross retention rate accurately
- Measuring adoption rate and feature coverage
- Monitoring onboarding completion rate
- Establishing benchmarks for health score averages
- Using CSM workload metrics for capacity planning
- Tracking customer effort score (CES)
- Analysing support escalations per account
- Calculating time spent per account type
- Reporting on renewal success rate by manager
- Measuring expansion ratio and attach rate
- Monitoring customer satisfaction trend lines
- Creating dashboards for executive visibility
Module 12: Technology Stack & Tool Integration - Selecting the right customer success platform (CSP)
- Integrating CRM data with product usage tools
- Connecting support systems to success workflows
- Using data warehouses for unified customer views
- Choosing between full-stack vs point solutions
- Setting up alerts for critical events
- Building custom reports and automations
- Ensuring data accuracy across systems
- Managing user permissions and access levels
- Using API connections to streamline operations
- Mapping tool capabilities to customer journey phases
- Evaluating ROI of technology investments
- Onboarding teams to new tools effectively
- Creating backup processes for system downtime
- Testing integration reliability and speed
Module 13: Team Structure & Capacity Planning - Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Determining optimal CSM to customer ratios
- Structuring teams by segment, product, or region
- Defining roles: CSM, A-CSC, director, VP
- Outlining responsibilities for each position
- Scaling teams during growth phases
- Creating career ladders for CSMs
- Measuring team performance fairly
- Setting expectations for response times
- Managing caseload prioritisation
- Implementing tiered support models
- Planning for vacations, turnover, and onboarding
- Using territory design to balance workload
- Aligning headcount to annual contract value (ACV)
- Documenting internal escalation paths
- Building team rituals for consistency
Module 14: Cross-Functional Collaboration Frameworks - Building strong relationships with sales teams
- Creating smooth handover processes from sales
- Collaborating with product management on feedback
- Prioritising feature requests from customers
- Working with marketing on case studies and events
- Partnering with support on high-severity issues
- Escalating bugs and usability problems effectively
- Aligning with professional services on delivery
- Coordinating with finance on invoicing and renewals
- Integrating with onboarding and implementation teams
- Sharing customer insights across departments
- Running joint business reviews with partners
- Creating alignment on customer health definitions
- Establishing shared goals and incentives
- Facilitating cross-functional problem solving
Module 15: Customer Success Playbook Development - Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Defining what a playbook should include
- Creating standard operating procedures for CSM tasks
- Documenting responses to common scenarios
- Building playbooks for onboarding, renewals, and expansions
- Designing risk mitigation workflows
- Standardising communication templates
- Incorporating decision trees and flowcharts
- Using checklists for consistency across the team
- Version controlling and updating playbooks
- Training new hires using playbooks
- Customising playbooks for customer segments
- Linking playbook actions to metrics
- Measuring playbook effectiveness over time
- Automating playbook triggers when possible
- Storing playbooks in accessible knowledge bases
Module 16: Feedback Collection & Product Influence - Designing effective customer feedback loops
- Choosing the right feedback methods: surveys, interviews, calls
- Asking open-ended questions that yield insights
- Categorising feedback into themes and priorities
- Creating feedback summaries for product teams
- Presenting customer needs as business opportunities
- Distinguishing requests from real pain points
- Using VOC (voice of customer) data strategically
- Tracking recurring issues across accounts
- Measuring effort versus impact of suggested changes
- Building credibility with product stakeholders
- Advocating for customers in roadmap discussions
- Setting realistic expectations with customers
- Sharing roadmap updates proactively
- Recognising customers who contribute ideas
Module 17: Churn Analysis & Continuous Improvement - Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Conducting post-churn interviews with empathy
- Analysing churn data for systemic trends
- Differentiating avoidable vs inevitable churn
- Identifying patterns in lost accounts
- Mapping churn reasons to organisational gaps
- Creating churn root cause reports
- Presenting findings to leadership teams
- Developing action plans from churn insights
- Measuring the impact of improvement initiatives
- Reducing churn rate through targeted changes
- Tracking changes in renewal rates over time
- Using cohort analysis to spot early red flags
- Improving onboarding based on churn learnings
- Enhancing communication strategies from feedback
- Building a culture of accountability around retention
Module 18: Scaling Customer Success Operations - Transitioning from reactive to proactive success
- Building operational muscle across the team
- Implementing standardised processes company-wide
- Creating training programs for new CSMs
- Developing quality assurance frameworks
- Running calibration sessions on health scoring
- Establishing playbooks for low-touch models
- Introducing automation and templated workflows
- Using metrics to drive operational decisions
- Running regular team performance reviews
- Improving internal documentation practices
- Implementing customer journey analytics
- Optimising resource allocation by risk
- Reducing manual work through system design
- Preparing for Series B, C, and public scaling
Module 19: Certification Preparation & Career Advancement - Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact
Module 20: Certification & Beyond - Final assessment structure and format
- Passing criteria and performance benchmarks
- Receiving your Certificate of Completion
- Verifying certification via The Art of Service portal
- Sharing your achievement professionally
- Accessing post-course templates and tools
- Joining the global community of certified CSMs
- Receiving updates on industry best practices
- Participating in live Q&As with instructors
- Contributing to future course improvements
- Renewal of certification (optional, every 3 years)
- Advanced pathways in customer experience and retention
- Building a personal brand as a customer success expert
- Speaking at industry events using your frameworks
- Transitioning into advisory or consulting roles
- Reviewing all key concepts for mastery
- Practising application of frameworks to real accounts
- Completing diagnostic self-assessments
- Preparing for the final certification assessment
- Understanding how the exam evaluates practical skill
- Using feedback to close knowledge gaps
- Building a professional development roadmap
- Positioning certification in your career narrative
- Updating LinkedIn and CV with new credentials
- Leveraging The Art of Service certification for promotions
- Accessing alumni networks and job boards
- Planning next steps: specialist, leadership, or consulting paths
- Presenting your growth story to managers
- Setting goals for the next 6 and 12 months
- Creating a legacy of measurable customer impact