Leadership can be learned with our leadership program.
Historically, paths to leadership haven’t been straightforward. But times change. Our leadership program is the boost your career deserves. Hone the skills to balance customer needs and business growth.
Gain strategic insights and practical tactics from industry experts at Microsoft and LinkedIn.
Develop key competencies in customer success, from data analytics to relationship building.
Transform your leadership style and build a strong personal brand with guidance.
Course overview.
It's an age-old truth that good leadership comes from experience, empathy, and hard work.
But that’s not to say you can’t fast-track your path to leadership prosperity with insider knowledge – from the experts themselves – to a long-lasting career in customer success.
With this online course, you can tap into the experience of six exceptional customer success leaders from some of the world’s most renowned companies – think LinkedIn and Microsoft – all at your own pace.
This course will address some of the core challenges Customer Success leaders face today, and teach you how to overcome them.
When you finish this leadership program, you’ll come away a confident leader with the knowledge of how to master data analytics for decision-making, create personal career plans, and foster a customer-centric culture within your teams and wider organization.
By the end of this course, you'll be able to:
Master customer-business harmony
Balance customer needs with business growth through effective renewal and expansion strategies.
Advance in data and communication
Gain data analytics skills and enhance communication for strategic decision-making and strong relationships.
Lead and grow in your career
Develop leadership skills, manage teams strategically, and create personal career plans for success.
Course curriculum.
Introduction [10 mins]
Pre-course survey
How to get the most out of this course
Resource library
Customer success strategies [80 mins]
Introduction | Claudia Nicholls
Introduction to CS strategies
Executing on the strategic plan
The link with customer satisfaction
Coursework activity | Customer success strategy
Key components of successful CS strategies
Building strong, strategic customer relationships
Key takeaways
Time to reflect
Exam
Building a CS team [55 mins]
Introduction | David Collard
Finding your raison d’être
Avoid growing pains
Not all skills are created equal
Setting your team up for success
Coursework activity | 30-60-90 day plan
Proof of the pudding is in the measuring
Coursework activity | CS team SMART goals
Key takeaways
Time to reflect
Exam
Bonus footage [80 mins]
[Bonus footage] Panel discussion: Empowering success - strategies for building an impactful CS team - Workday | LinkedIn | Dynatrace
[Bonus footage] Panel discussion: Leadership in customer success - Enboarder | ManyChat | Workbuzz
Team management [150 mins]
Introduction | Elizabeth Blass
Leadership behaviors
Coursework activity | Leadership qualities
Goal setting & motivation
Coaching & development
Coursework activity | Employee development plan
Empowerment, accountability & delegation
Building a customer-centric culture
Coursework activity | Customer journey
Change management
Coursework activity | Change management
Data driven decision making
Key takeaways
Time to reflect
Exam
Bonus footage [30 mins]
[Fireside chat] Coaching & feedback - Julie Fox, Senior Manager, Customer Success at FloQast
Data & metrics [100 mins]
Introduction | Alena Rossini
Deluge of data: metrics that matter
Coursework activity | Strategic vs tactical metrics
Northstar versus financial metrics
Coursework activity | Metrics calculator
The rocketship
Insights & storytelling
Coursework activity | Visualization & storytelling
Key takeaways
Time to reflect
Exam
Bonus footage [30 mins]
[Fireside chat] The use of AI in CS data & metrics - Ayman Husain, Customer Engineering Leader at Google
Success Planning [70 mins]
Introduction | Dominique Duquennoy
Objectives of a success plan
How to build an efficient success plan
Scaling
Coursework activity | Customer segmentation
Measuring success
Coursework activity | OKR grading
Key takeaways
Time to reflect
Exam
Bonus footage [45 mins]
[Bonus footage] Empathy at scale: Solving the conundrum of customer success - Guru Bhat, VP, Customer Success Platform at PayPal
Influence & cross-functionality [55 mins]
Objectives of influence & cross-functionality
Collaborative leadership
Coursework activity | RACI matrix
Conflict management
Key skills to develop as a leader
Key takeaways
Time to reflect
Exam
Bonus footage [45 mins]
[Bonus footage] Panel discussion: Intersection of sales & CS - Silverfort | Stripe | UiPath
Career development [70 mins]
Introduction | Marco Carrubba
Why do you need career planning?
A career in customer success
Define your personal vision
Coursework activity | Personal mission statement
Goal setting & prioritization
Creating a plan of action
Coursework activity | Career SMART goals
Creating a career development framework
Key takeaways
Time to reflect
Exam
Bonus footage [30 mins]
[Fireside chat] Learning path for CSMs: Advancing to CS leadership - Corinne Goldberg, Customer Success Team Lead at Google & Nadia Carta, Head of Industry at Google
Congratulations! [2 mins]
Congratulations!
Wrap up [10 mins]
Incident report
Resource library
Your feedback
Fancy leaving a review?
Continue your professional development
Claim your certificate
Showcase your cert
By the end of this course, you'll be able to:
Master customer-business harmony
Balance customer needs with business growth through effective renewal and expansion strategies.
Advance in data and communication
Gain data analytics skills and enhance communication for strategic decision-making and strong relationships.
Lead and grow in your career
Develop leadership skills, manage teams strategically, and create personal career plans for success.
FAQs
What is the Customer Success Leadership course?
The Customer Success Leadership course is an action-packed program designed to equip you with the tools and techniques you need for successful customer success leadership. It's self-paced and features eight modules, complete with actionable templates, and insightful case studies.
The course guides you through everything from managing teams strategically to designing and implementing effective renewal and expansion plans. This practical approach empowers you with the skills to orchestrate your teams effectively in today's dynamic business landscape.
Who’s this Customer Success Leadership course for?
This course is designed for aspiring customer success leaders, or newly appointed leaders who want to cultivate a strong personal brand with network influence to advance their career opportunities.
How does the course work?
Flexibility is at the core of this course. If you’ve got a busy couple of weeks coming up, don’t sweat it. You can take this course at your own pace with its fully online resources.
After you enroll, you’ll work through the modules chronologically, participate in activities, and complete mandatory exam questions at the end of each module to consolidate your knowledge. If you pass all the exams, you’ll officially be Customer Success Leadership Certified!
How long will the course take to complete?
You can expect to spend around 12 hours on the content, bonus footage, and activities in total.
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.
Note: Contact support at support@pmmalliance.com for further help or to request that your exam be resent.
How long will I have access to the course content?
You’ll get lifetime access! Dive into the depths of customer success leadership anytime, anywhere, at your own pace.
How much does the Customer Success Leadership course cost?
$1,499. With this investment, you'll have the insights to become a bonafide leader in customer success. This includes an 8 hours of OnDemand course content, 17 templates to put your theory into action, and real-life case studies to draw from.
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.