Hands-on customer success
Master customer success strategies in hands-on, live virtual sessions. Learn from experts, gain certification, and apply proven techniques to drive loyalty and measurable impact.
Course overview
The ultimate live customer success training program, Customer Success Core sets you and your customers up for lasting success.
Join a live virtual training session led by industry experts who’ll guide you throughan accredited curriculum, actionable frameworks, and real-world case studies.
Gain practical insights to demystify CS best practices, accelerate time-to-value, and consistently deliver on customer goals. Walk away certified, empowered, and ready to prove your demonstrable impact.
Transform your customer success skillset with live virtual training.
Join our experts and your peers for the ultimate customer success certification in a live virtual training and shape the trajectory of your career.
Be able to showcase your strategic value to your boss and company.
Deliver unparalleled customer experiences that drive success and exceed expectations.
Apply actionable strategies and tools to make an immediate impact in your role.
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
How it works.
We meet live and online, where your instructor, a leading CS expert, will take you through the program, with real-life examples.
Throughout the learning, there'll be lots of opportunities to take part in group activities and network with your peers.
Want to pick your instructor's brain? Ask questions, learn from their mistakes and get immediate feedback.
After your class, you’ll be given access to the entire course on-demand, as well as bonus footage, for life.
After you've completed your exams? You’ll be Customer Success Certified.
FAQs
Is the certification accredited?
Yep, it sure is. As well as having the seal of approval of orgs like LinkedIn, Intercom and Askable, Customer Success: Core is recognized by The CPD Certification Service.
Who’s this certification for?
This certification is an absolute must for anyone wanting to get their first role in customer success and needs to get to grips with everything there is to know to get started, helping you build the confidence to understand and apply the fundamentals of customer success in your business strategy.
Does this certification cover everything I need to know to be a customer success manager?
This certification is pretty darn comprehensive... if we do say so ourselves. From customer onboarding through to advocacy, Customer Success Certified: Core covers the A to Z of customer success.
However, as there are so many facets to customer success, it’s very much focused on the essentials.
I’m considering a career change and would like to enter customer success, but I’m not sure if I’ll be out of my depth. Is the certification geared towards helping entry-level CSMs, or should I seek an alternative?
Absolutely not, our certification caters to customer-facing roles of all levels. Newbies definitely won’t be out of their depth and it’s packed with tons of fresh learnings, templates, case studies, and exercises for people who have prior experience in the customer success field, too.
Will I get certified on the day?
No, but don't worry! To receive full certification, you’ll need to pass all exams in the student dashboard after your training. You’ll be able to complete these at your own pace and you’ll become Customer Success Core Certified!
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.
I noticed certification subscribers qualify for a discount for CSC Membership Plans, but what’s included in the membership?
That’s right! Anyone who takes part in the Customer Success: Core program will be eligible for a discount on our membership plans - which include exclusive content, even more templates and frameworks, mentors, OnDemand videos, and more. For more details about what’s included within the subscriptions head here.
Note: Contact support at support@pmmalliance.com for further help.
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.