The Complete Guide to Customer Success Management
You’re under pressure. Your customers expect more, churn is creeping up, and the pressure to prove ROI from customer success initiatives is relentless. You know that reactive support isn’t enough. You need a proactive, scalable, data-driven strategy - but where do you start? Most customer success professionals spend months piecing together fragmented advice, trial-and-error frameworks, and incomplete playbooks. The result? Wasted time, inconsistent outcomes, and missed revenue opportunities. You don’t have months. You need clarity, structure, and a battle-tested system - now. The Complete Guide to Customer Success Management is not just another theoretical framework. It’s a precise, outcome-focused roadmap used by top-tier SaaS organisations to reduce churn by up to 43%, increase net revenue retention, and turn every customer into a long-term growth partner. One learner, a Customer Success Manager at a mid-market tech firm, applied the onboarding blueprint from this course and saw a 68% increase in product adoption within the first 30 days - leading to two tier-upgrades from existing accounts and recognition as top performer in her region. This course cuts through the noise and delivers exactly what you need: a repeatable, scalable methodology that transforms how you drive customer outcomes, prove value, and position yourself as a strategic revenue leader - not just a support function. From day one, you’ll be building your own customised customer success plan, grounded in proven frameworks used at high-growth tech companies. No fluff. No filler. Just actionable insight you can apply immediately. Here’s how this course is structured to help you get there.Course Format & Delivery Details Self-Paced. Immediate Online Access. Zero Time Pressure. This course is designed for busy professionals who need real answers - not rigid schedules. Once enrolled, you gain on-demand access to the full curriculum. No fixed start dates, no weekly waits, no deadlines. You control when, where, and how fast you learn. Most learners complete the core material in 4 to 6 weeks with just 3 to 5 hours of work per week. However, many report applying individual modules immediately to active accounts, seeing measurable improvements in adoption, retention, and customer feedback within the first 7 to 10 days. Lifetime Access, With Ongoing Updates. Your enrollment includes permanent access to all course content. As customer success best practices evolve, so does this course. You’ll receive all future updates and enhancements at no additional cost - forever. Access is fully mobile-friendly and optimised for all devices. Whether you’re reviewing a health scorecard template on your phone during a commute or refining your QBR strategy on a tablet, your progress is always synced and secure. Direct Guidance from Industry Experts. This course is led by practitioners with over 15 years of combined experience scaling customer success functions at enterprise SaaS organisations. You’ll receive structured, role-specific guidance and curated tools designed for real-world impact. Learners have direct access to instructor insights through detailed written commentary, annotated examples, and responsive support. Clarifications are provided promptly, ensuring you never get stuck on implementation. Certificate of Completion Issued by The Art of Service. Upon finishing, you’ll earn a globally recognised Certificate of Completion from The Art of Service-a credential trusted by professionals in 130+ countries and cited in promotions, job applications, and leadership reviews. This is not a participation badge. It’s proof you’ve mastered a comprehensive, professional-grade methodology. Transparent Pricing. No Hidden Fees. The listed investment covers full access to all modules, tools, templates, and the final certification. No subscriptions. No surprise charges. No upsells. We accept all major payment methods, including Visa, Mastercard, and PayPal. 100% Satisfaction Guarantee: Satisfied or Refunded. Your success is our priority. If you complete the first two modules and feel this course isn’t delivering exceptional value, simply contact us for a full refund. No questions, no hassle. This removes your risk entirely. After Enrollment: What to Expect. Following registration, you’ll receive a confirmation email. Your access details and login information will be delivered separately once your course materials are fully configured. This ensures every learner receives a polished, error-free experience. “Will This Work for Me?” - We’ve Got You Covered. Whether you’re new to customer success, transitioning from account management, or a seasoned leader building a team, this course adapts to your level. The frameworks are role-agnostic and scalable - used successfully by individual contributors, managers, and VPs alike. A Director of Customer Success at a B2B fintech startup used the segmentation and expansion revenue strategies from this course to redesign her team’s workflow, resulting in a 31% reduction in time-to-value and a 24% increase in upsell conversion over one fiscal quarter. This works even if: you’ve never built a customer health score before, your stakeholders don’t yet see CS as strategic, your resources are limited, or you’re working with a legacy tech stack. The tools in this course are designed for real-world constraints - not ideal scenarios. You’re not buying information. You’re investing in a proven, field-tested system that delivers measurable outcomes. With lifetime access, expert guidance, a recognised certification, and a no-risk guarantee, every barrier to your success has been removed.
Module 1: Foundations of Modern Customer Success - Defining customer success in the SaaS and subscription economy
- How customer success differs from account management, support, and CSAT
- The evolution of customer success: past, present, and future trends
- Core responsibilities of a customer success professional
- Mapping the customer lifecycle from onboarding to expansion
- Aligning customer success with company revenue goals
- Key differences between B2B and B2C customer success models
- Understanding customer effort versus customer experience
- The role of empathy and business acumen in customer engagements
- Building a customer-first culture within your organisation
Module 2: Strategic Onboarding & Time-to-Value Acceleration - Designing a scalable onboarding process for multiple customer tiers
- Creating onboarding playbooks for different use cases
- Key milestones in the first 30, 60, and 90 days
- Identifying and eliminating onboarding bottlenecks
- Reducing time-to-first-value with targeted workflows
- Developing customer-specific success plans during onboarding
- Using checklists and milestone trackers for consistency
- Measuring onboarding effectiveness with KPIs
- Managing stakeholders across sales, implementation, and support
- Transitioning from implementation to ongoing success management
Module 3: Customer Health Scoring & Risk Assessment - Components of a comprehensive customer health score
- Weighting product usage, support tickets, sentiment, and engagement
- Designing custom health models for different customer segments
- Collecting qualitative and quantitative health indicators
- Integrating health scoring into daily workflows
- Using health scores to prioritise outreach and scheduling
- Identifying at-risk customers before churn signals appear
- Validating health score accuracy with historical churn data
- Communicating health insights to internal and external stakeholders
- Automating health score updates using CRM and product data
Module 4: Proactive Engagement & Adoption Strategies - Designing engagement models based on customer lifecycle stage
- Creating adoption campaigns for underused product features
- Segmenting customers by use case, maturity, and potential
- Developing targeted communication sequences for adoption
- Using behavioural triggers to initiate strategic outreach
- Scheduling proactive check-ins to drive continuous value
- Pitching new features as business outcomes, not technical upgrades
- Leveraging in-app messaging and email for engagement
- Measuring adoption using feature usage and engagement metrics
- Aligning product teams with customer adoption goals
Module 5: Quarterly Business Reviews (QBRs) That Drive Results - Structuring a QBR to showcase value and impact
- Preparing data-driven insights and performance summaries
- Analysing customer goals vs. achieved outcomes
- Presenting ROI and business impact in executive language
- Using visual dashboards to communicate progress
- Setting strategic goals for the next quarter
- Identifying expansion and upsell opportunities during QBRs
- Handling objections and concerns during quarterly meetings
- Tailoring QBRs for executive vs. operational stakeholders
- Following up with action items and documented outcomes
Module 6: Expansion Revenue & Customer-Led Growth - Transitioning from retention to revenue generation
- Identifying expansion signals in customer behaviour
- Mapping customer growth paths within your product suite
- Developing tiered expansion strategies by customer segment
- Collaborating with sales on expansion deals
- Negotiating renewals with upsell components built in
- Recognising organic growth signs: usage spikes, team expansion
- Creating expansion playbooks for common scenarios
- Pricing strategies for expansion with minimal friction
- Using customer success to drive organic referrals
Module 7: Churn Prevention & Renewal Management - Differentiating between avoidable and inevitable churn
- Analysing historical churn patterns for insights
- Developing early-warning systems for renewal risk
- Conducting win-loss interviews with empathy and insight
- Creating renewal playbooks for at-risk accounts
- Negotiation frameworks for pricing, scope, and commitments
- Engaging executives in high-risk renewal discussions
- Documenting and communicating renewal status internally
- Maintaining customer dignity during non-renewal
- Using churn insights to improve onboarding and engagement
Module 8: Metrics, KPIs & Performance Reporting - Key customer success metrics: NRR, GRR, churn rate, CST
- Tracking time-to-value, adoption rate, and feature coverage
- Measuring customer health score trends over time
- Calculating customer lifetime value (CLV)
- Setting internal targets for CSM performance
- Building executive dashboards for visibility
- Reporting on team performance and customer outcomes
- Using cohort analysis to spot trends
- Aligning KPIs with company-wide OKRs
- Automating reporting with CRM and data tools
Module 9: Scaling Customer Success Operations - Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Defining customer success in the SaaS and subscription economy
- How customer success differs from account management, support, and CSAT
- The evolution of customer success: past, present, and future trends
- Core responsibilities of a customer success professional
- Mapping the customer lifecycle from onboarding to expansion
- Aligning customer success with company revenue goals
- Key differences between B2B and B2C customer success models
- Understanding customer effort versus customer experience
- The role of empathy and business acumen in customer engagements
- Building a customer-first culture within your organisation
Module 2: Strategic Onboarding & Time-to-Value Acceleration - Designing a scalable onboarding process for multiple customer tiers
- Creating onboarding playbooks for different use cases
- Key milestones in the first 30, 60, and 90 days
- Identifying and eliminating onboarding bottlenecks
- Reducing time-to-first-value with targeted workflows
- Developing customer-specific success plans during onboarding
- Using checklists and milestone trackers for consistency
- Measuring onboarding effectiveness with KPIs
- Managing stakeholders across sales, implementation, and support
- Transitioning from implementation to ongoing success management
Module 3: Customer Health Scoring & Risk Assessment - Components of a comprehensive customer health score
- Weighting product usage, support tickets, sentiment, and engagement
- Designing custom health models for different customer segments
- Collecting qualitative and quantitative health indicators
- Integrating health scoring into daily workflows
- Using health scores to prioritise outreach and scheduling
- Identifying at-risk customers before churn signals appear
- Validating health score accuracy with historical churn data
- Communicating health insights to internal and external stakeholders
- Automating health score updates using CRM and product data
Module 4: Proactive Engagement & Adoption Strategies - Designing engagement models based on customer lifecycle stage
- Creating adoption campaigns for underused product features
- Segmenting customers by use case, maturity, and potential
- Developing targeted communication sequences for adoption
- Using behavioural triggers to initiate strategic outreach
- Scheduling proactive check-ins to drive continuous value
- Pitching new features as business outcomes, not technical upgrades
- Leveraging in-app messaging and email for engagement
- Measuring adoption using feature usage and engagement metrics
- Aligning product teams with customer adoption goals
Module 5: Quarterly Business Reviews (QBRs) That Drive Results - Structuring a QBR to showcase value and impact
- Preparing data-driven insights and performance summaries
- Analysing customer goals vs. achieved outcomes
- Presenting ROI and business impact in executive language
- Using visual dashboards to communicate progress
- Setting strategic goals for the next quarter
- Identifying expansion and upsell opportunities during QBRs
- Handling objections and concerns during quarterly meetings
- Tailoring QBRs for executive vs. operational stakeholders
- Following up with action items and documented outcomes
Module 6: Expansion Revenue & Customer-Led Growth - Transitioning from retention to revenue generation
- Identifying expansion signals in customer behaviour
- Mapping customer growth paths within your product suite
- Developing tiered expansion strategies by customer segment
- Collaborating with sales on expansion deals
- Negotiating renewals with upsell components built in
- Recognising organic growth signs: usage spikes, team expansion
- Creating expansion playbooks for common scenarios
- Pricing strategies for expansion with minimal friction
- Using customer success to drive organic referrals
Module 7: Churn Prevention & Renewal Management - Differentiating between avoidable and inevitable churn
- Analysing historical churn patterns for insights
- Developing early-warning systems for renewal risk
- Conducting win-loss interviews with empathy and insight
- Creating renewal playbooks for at-risk accounts
- Negotiation frameworks for pricing, scope, and commitments
- Engaging executives in high-risk renewal discussions
- Documenting and communicating renewal status internally
- Maintaining customer dignity during non-renewal
- Using churn insights to improve onboarding and engagement
Module 8: Metrics, KPIs & Performance Reporting - Key customer success metrics: NRR, GRR, churn rate, CST
- Tracking time-to-value, adoption rate, and feature coverage
- Measuring customer health score trends over time
- Calculating customer lifetime value (CLV)
- Setting internal targets for CSM performance
- Building executive dashboards for visibility
- Reporting on team performance and customer outcomes
- Using cohort analysis to spot trends
- Aligning KPIs with company-wide OKRs
- Automating reporting with CRM and data tools
Module 9: Scaling Customer Success Operations - Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Components of a comprehensive customer health score
- Weighting product usage, support tickets, sentiment, and engagement
- Designing custom health models for different customer segments
- Collecting qualitative and quantitative health indicators
- Integrating health scoring into daily workflows
- Using health scores to prioritise outreach and scheduling
- Identifying at-risk customers before churn signals appear
- Validating health score accuracy with historical churn data
- Communicating health insights to internal and external stakeholders
- Automating health score updates using CRM and product data
Module 4: Proactive Engagement & Adoption Strategies - Designing engagement models based on customer lifecycle stage
- Creating adoption campaigns for underused product features
- Segmenting customers by use case, maturity, and potential
- Developing targeted communication sequences for adoption
- Using behavioural triggers to initiate strategic outreach
- Scheduling proactive check-ins to drive continuous value
- Pitching new features as business outcomes, not technical upgrades
- Leveraging in-app messaging and email for engagement
- Measuring adoption using feature usage and engagement metrics
- Aligning product teams with customer adoption goals
Module 5: Quarterly Business Reviews (QBRs) That Drive Results - Structuring a QBR to showcase value and impact
- Preparing data-driven insights and performance summaries
- Analysing customer goals vs. achieved outcomes
- Presenting ROI and business impact in executive language
- Using visual dashboards to communicate progress
- Setting strategic goals for the next quarter
- Identifying expansion and upsell opportunities during QBRs
- Handling objections and concerns during quarterly meetings
- Tailoring QBRs for executive vs. operational stakeholders
- Following up with action items and documented outcomes
Module 6: Expansion Revenue & Customer-Led Growth - Transitioning from retention to revenue generation
- Identifying expansion signals in customer behaviour
- Mapping customer growth paths within your product suite
- Developing tiered expansion strategies by customer segment
- Collaborating with sales on expansion deals
- Negotiating renewals with upsell components built in
- Recognising organic growth signs: usage spikes, team expansion
- Creating expansion playbooks for common scenarios
- Pricing strategies for expansion with minimal friction
- Using customer success to drive organic referrals
Module 7: Churn Prevention & Renewal Management - Differentiating between avoidable and inevitable churn
- Analysing historical churn patterns for insights
- Developing early-warning systems for renewal risk
- Conducting win-loss interviews with empathy and insight
- Creating renewal playbooks for at-risk accounts
- Negotiation frameworks for pricing, scope, and commitments
- Engaging executives in high-risk renewal discussions
- Documenting and communicating renewal status internally
- Maintaining customer dignity during non-renewal
- Using churn insights to improve onboarding and engagement
Module 8: Metrics, KPIs & Performance Reporting - Key customer success metrics: NRR, GRR, churn rate, CST
- Tracking time-to-value, adoption rate, and feature coverage
- Measuring customer health score trends over time
- Calculating customer lifetime value (CLV)
- Setting internal targets for CSM performance
- Building executive dashboards for visibility
- Reporting on team performance and customer outcomes
- Using cohort analysis to spot trends
- Aligning KPIs with company-wide OKRs
- Automating reporting with CRM and data tools
Module 9: Scaling Customer Success Operations - Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Structuring a QBR to showcase value and impact
- Preparing data-driven insights and performance summaries
- Analysing customer goals vs. achieved outcomes
- Presenting ROI and business impact in executive language
- Using visual dashboards to communicate progress
- Setting strategic goals for the next quarter
- Identifying expansion and upsell opportunities during QBRs
- Handling objections and concerns during quarterly meetings
- Tailoring QBRs for executive vs. operational stakeholders
- Following up with action items and documented outcomes
Module 6: Expansion Revenue & Customer-Led Growth - Transitioning from retention to revenue generation
- Identifying expansion signals in customer behaviour
- Mapping customer growth paths within your product suite
- Developing tiered expansion strategies by customer segment
- Collaborating with sales on expansion deals
- Negotiating renewals with upsell components built in
- Recognising organic growth signs: usage spikes, team expansion
- Creating expansion playbooks for common scenarios
- Pricing strategies for expansion with minimal friction
- Using customer success to drive organic referrals
Module 7: Churn Prevention & Renewal Management - Differentiating between avoidable and inevitable churn
- Analysing historical churn patterns for insights
- Developing early-warning systems for renewal risk
- Conducting win-loss interviews with empathy and insight
- Creating renewal playbooks for at-risk accounts
- Negotiation frameworks for pricing, scope, and commitments
- Engaging executives in high-risk renewal discussions
- Documenting and communicating renewal status internally
- Maintaining customer dignity during non-renewal
- Using churn insights to improve onboarding and engagement
Module 8: Metrics, KPIs & Performance Reporting - Key customer success metrics: NRR, GRR, churn rate, CST
- Tracking time-to-value, adoption rate, and feature coverage
- Measuring customer health score trends over time
- Calculating customer lifetime value (CLV)
- Setting internal targets for CSM performance
- Building executive dashboards for visibility
- Reporting on team performance and customer outcomes
- Using cohort analysis to spot trends
- Aligning KPIs with company-wide OKRs
- Automating reporting with CRM and data tools
Module 9: Scaling Customer Success Operations - Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Differentiating between avoidable and inevitable churn
- Analysing historical churn patterns for insights
- Developing early-warning systems for renewal risk
- Conducting win-loss interviews with empathy and insight
- Creating renewal playbooks for at-risk accounts
- Negotiation frameworks for pricing, scope, and commitments
- Engaging executives in high-risk renewal discussions
- Documenting and communicating renewal status internally
- Maintaining customer dignity during non-renewal
- Using churn insights to improve onboarding and engagement
Module 8: Metrics, KPIs & Performance Reporting - Key customer success metrics: NRR, GRR, churn rate, CST
- Tracking time-to-value, adoption rate, and feature coverage
- Measuring customer health score trends over time
- Calculating customer lifetime value (CLV)
- Setting internal targets for CSM performance
- Building executive dashboards for visibility
- Reporting on team performance and customer outcomes
- Using cohort analysis to spot trends
- Aligning KPIs with company-wide OKRs
- Automating reporting with CRM and data tools
Module 9: Scaling Customer Success Operations - Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Designing tiered customer success models (high-touch, tech-touch, self-serve)
- Defining customer segments for appropriate touch levels
- Building playbooks for automated and scalable workflows
- Integrating CSM tools: CRM, CS platforms, analytics
- Developing role definitions and career paths for CSMs
- Onboarding and training new customer success hires
- Creating performance evaluation frameworks
- Managing CSM workload and case load balance
- Standardising documentation and communication templates
- Implementing quality assurance checks for consistency
Module 10: Customer Success Enablement & Cross-Functional Alignment - Building strong partnerships with sales and marketing
- Collaborating with product teams on roadmap feedback
- Working with support to reduce ticket burden
- Partnering with onboarding and implementation teams
- Sharing customer insights across departments
- Creating closed-loop feedback systems
- Developing internal advocacy for customer success
- Training other teams on customer health principles
- Facilitating cross-functional customer review meetings
- Using customer insights to influence product decisions
Module 11: Customer Success Technology Stack - Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Selecting the right CS platform for your business size
- Core features: health scoring, task automation, reporting
- Integrating with CRM (e.g., Salesforce, HubSpot)
- Synchronising with product analytics tools
- Using email sequencing and outreach automation
- Setting up automated alerts for key triggers
- Managing document sharing and e-signatures
- Centralising customer notes and interaction history
- Choosing between Gainsight, Totango, ChurnZero, etc.
- Building a lightweight stack for bootstrapped teams
Module 12: Executive Communication & Stakeholder Management - Tailoring messages for technical, operational, and C-suite audiences
- Delivering difficult news with clarity and confidence
- Positioning customer success as a revenue driver
- Using data to build persuasive internal narratives
- Facilitating executive sponsor alignment
- Negotiating internal resources for high-impact accounts
- Reporting on customer risk and opportunity at leadership level
- Preparing for board-level customer reviews
- Documenting and escalating critical customer issues
- Building credibility as a strategic partner
Module 13: Customer Advocacy & Reference Management - Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Identifying and nurturing customer advocates
- Creating a structured reference program
- Requesting case studies, testimonials, and reviews
- Managing advocate relationships long-term
- Compensating advocates appropriately and ethically
- Using advocates in marketing and sales cycles
- Tracking advocate engagement and impact
- Running customer advisory boards (CABs)
- Hosting user groups and customer events
- Measuring the ROI of advocacy programs
Module 14: Advanced Customer Segmentation & Personalisation - Segmenting customers by industry, size, use case, and maturity
- Developing persona-based engagement strategies
- Personalising communication at scale
- Using segmentation to allocate CSM resources
- Designing custom success paths for strategic accounts
- Creating dynamic content based on customer profile
- Analysing segment-level retention and expansion trends
- Adjusting engagement models based on segment performance
- Using segmentation for predictive risk modelling
- Integrating segmentation with marketing automation
Module 15: Customer Journey Mapping & Experience Design - Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Mapping touchpoints across the entire customer lifecycle
- Identifying pain points and moments of truth
- Designing frictionless transitions between stages
- Aligning internal teams around the customer journey
- Using journey maps to redesign onboarding workflows
- Incorporating emotional and operational experiences
- Validating journey maps with real customer feedback
- Creating visual journey timelines for stakeholder alignment
- Building empathy through journey mapping workshops
- Measuring journey quality with effort scores and feedback
Module 16: Change Management in Customer Environments - Identifying internal changes in customer organisations
- Managing stakeholder turnover and role changes
- Re-onboarding new users and decision-makers
- Updating success plans after leadership changes
- Monitoring for budget and priority shifts
- Anticipating organisational restructuring impacts
- Proactively engaging during customer M&A activity
- Maintaining relationship continuity during transitions
- Using change logs to track customer evolution
- Negotiating scope adjustments due to internal changes
Module 17: Customer Success for Enterprise Accounts - Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Managing complex stakeholder ecosystems
- Developing executive relationship strategies
- Creating multi-year customer success roadmaps
- Handling escalation protocols and SLAs
- Delivering strategic reviews and value summits
- Coordinating cross-functional account teams
- Managing global accounts with regional nuances
- Negotiating large renewals and contract terms
- Aligning with customer procurement and legal
- Demonstrating innovation partnerships and joint goals
Module 18: Customer Success for Mid-Market & SMB - Optimising touchpoints for lower-ACV customers
- Designing efficient, repeatable workflows
- Using automation to maintain personalisation
- Scaling outreach without sacrificing quality
- Identifying high-potential SMB accounts for growth
- Reducing operational overhead with templates
- Tracking product usage to drive engagement
- Creating self-serve resources and knowledge bases
- Running group onboarding and training sessions
- Measuring efficiency and CSM-to-customer ratios
Module 19: Building a Customer-Centric Culture - Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession
Module 20: Certification & Next Steps - Reviewing key principles and frameworks from the course
- Finalising your personal customer success playbook
- Completing the certification assessment
- Receiving your Certificate of Completion from The Art of Service
- Adding the credential to LinkedIn and professional profiles
- Accessing post-course resources and toolkits
- Joining the global community of certified professionals
- Tracking your progress with built-in progress indicators
- Setting personal goals for 30, 60, and 90-day implementation
- Continuing your learning with recommended advanced pathways
- Embedding customer success beyond the CS team
- Training all employees on customer outcomes
- Incentivising customer-focused behaviours company-wide
- Sharing customer stories in internal meetings
- Creating customer feedback loops across teams
- Conducting customer empathy workshops
- Recognising customer-centric achievements
- Aligning compensation models with customer health
- Using customer metrics in leadership scorecards
- Building a long-term vision for customer obsession