Accelerate your career in customer success.
Develop key skills and knowledge with this leading customer success certification. Master the fundamentals of customer success and earn a CDP-accredited certification.
Course overview.
Whether it’s customer onboarding, churn management, uncovering the key metrics, or account expansion, our specialist customer success course is your golden ticket to professional development.
And customer success theory is just the tip of the iceberg. Customer success is all about ensuring your customers are engaged and successful and requires a healthy amount of both confidence and determination.
Customer Success Core: Certified is here to back you up. This certification is carefully built to supply you with the skills and confidence required to set you and your customers up for a lifetime of success.
When you complete the course, you’ll be able to execute a laser-focused customer success strategy your boss simply can’t ignore.
Course curriculum
Introduction to Customer Success
How to get the most out of this course
Introduction
Where did Customer Success come from?
Why is customer success important?
What customer success is not
The core concepts of customer success
Roles and Responsibilities: CSMs
Roles & Responsibilities: Everyone else
The future of customer success
Exam
Fireside chat | Renata Kashiwaya Pinheiro at Zaptic
Customer success and business stages
Launch phase
Growth phase
Strategy phase
Decline phase
Key takeaways
Time to reflect
Exam
Fireside chat | Dave Collard at LinkedIn
Skills for customer success
Skills for customer success
Cross-departmental collaboration
How sales and customer success align
Customer success and marketing
Customer events
Working alongside sales
Finding harmony between customer success and product development
How to work with customer support
Regular communication
Embrace technology
Develop a unified customer profile
Cross-training programs
Keeping track of growing responsibilities
Building a team part 1
Building a team part 2
Your playbooks
Coursework
Exam
Fireside chat | Ari Hoffman at Influitive
Customer success in different industries
SaaS
Salesforce case study
Fintech
Square case study
Payment
PayPal case study
Tech industry at large
Customer success in B2C
Exam
Understanding your customers
The customer journey
Onboarding and activation
Onboarding framework
Onboarding freemium customers
Referral programs
How do we know it's working?
Adoption
Case study: Why is the ride so bumpy?
Coursework
Segmentation 101
Segmentation across the journey
Exam
Fireside chat | Josh Horsman, former Head of Customer Success at The Alliance
Customer feedback
The importance of customer feedback
How to gather customer feedback
The role of CI in customer feedback
Handling negative feedback
Key questions to ask customers
Case studies
Customer advisory boards
How to analyze and action feedback
Disseminating your findings
Closing the feedback loop
Exam
Your existing customers
Retention and churn
Feedback and the voice of the customer
Coursework
Cross-selling and upselling
Customer experience maps
Engagement and education
The benefits of customer engagement and education programs
Methods to engage customers
Engagement and education examples
Crafting a Customer Education Plan
Case study: Kustomer
Customer communities
Common challenges with churn
Case study - churn mitigation at Linkedin
Your advocates
Renewals and upselling
Exam
Churn
The difference between cancellation and churn
How to calculate churn
Strategies to reduce churn
The fundamentals of onboarding
Six things to do when a customer announces they're leaving
Turning the tide when a customer was ready to leave
The state of customer churn
Coursework
Exam
Your metrics
The importance of metrics
The North Star metric
Onboarding metrics
Customer health scores
Net promoter score
CSAT
Churn
Customer effort score
CLV
Retention metrics
Advocacy
Moving the needle
Predictive customer analytics
Coursework
Exam
Tools and best practices
Reactive vs. proactive customer success
Personalizing customer experiences
Building a customer-centric culture
Common challenges in customer success
Adobe case study
Using AI and automation in customer success
Exam
Bonus footage
[Bonus] | Designing and leveraging health scores in the customer lifecycle | VMWare
[Bonus] | Customer Success at scale | Intercom
[Bonus] | The fundamentals of onboarding | Boomi
[Bonus] | How to create a customer experience that can grow the bottom line | Stripe, RingCentral, Google, JB Sales
[Bonus] | Who owns the customer lifecycle | VMware
[Bonus] | How to achieve retention and renewals | OneSpan, Cloudflare, Zingtree, Personio
[Bonus] | Proactively identifying at risk customers | ZoomInfo
By the end of this course you'll be able to:
Master the full CS role
Gain a comprehensive understanding of customer success, from core competencies to proven strategies used by top brands.
Lead customer engagement
Learn to gather feedback, collaborate with stakeholders, and lead education programs that foster engaged customer communities.
Minimize churn
Identify at-risk customers, understand churn metrics, and implement tactics to reduce churn for lasting customer relationships.
What's included?
Content
Industry-leading, community-led curriculum that covers the core pillars of customer success from every angle - with nothing but expert intel throughout.
Templates
Tap into a bank of ready-to-use templates and frameworks to streamline your processes and work with peace of mind.
Interviews
Cutting-edge insights from world-leading customer success experts from LinkedIn, RingCentral, and Intercom. Dive in and see how they've achieved success - so you can tap into their learnings and expedite your success.Assignments
Create your own bank of tangible takeaways, bring them back to your boss, implement them right away, demonstrate instant ROI, and grow your career.
Exams
Quiz yourself throughout to consolidate your learning and challenge your way of thinking. Our exams are to ensure what you learn in the course is taken out into the real world.Bonus
Access fireside chats, and extra footage from industry experts. Apply these practical tools and resources to implement cutting-edge enablement strategies.
FAQs
Who’s this Customer Success Certified: Core certification for?
Whether you’re currently a CSM or someone who aspires to move into the role in the future, it’s imperative that you understand the core deliverables of the role and how they feed into the strategic vision. This certification will provide you with a comprehensive curriculum that explores tried and tested frameworks for customer success.
How does the certification work?
This certification is 100% online and entirely self-paced. Once you enroll, you’ll work through the modules in chronological order and be invited to take part in activities. At the end of each module, you’ll be presented with mandatory exam questions, and if you pass all these, you’ll become Customer Success Certified!
How long will the certification take to complete?
In total, the certification content, activities, and exams will take around 10 hours to complete.
What happens if I don’t pass the exams?
You'll have two attempts at each exam. If you fail the first attempt, we really recommend revisiting the materials to help you pass the second time around. If we can support you further, please reach out to us for more help.
How long will I have access to the certification content?
For life! One one-off payment gives you unlimited access to all the certification’s content.
Note: Contact support at support@pmmalliance.com for further help or to request that your exam be resent.
Looking to learn as a team?
If you're looking to have a team of three or more certified, please contact Kyle regarding team rates.
P.S. If you need help convincing your boss, we’ve done the hard work for you.