Discover the blueprint for exceptional customer success teams
Harness the potential of a robust customer success team with our program, merging expertise with passion, and vision with precision. A roadmap to unparalleled customer success team excellence.
Transform your customers into loyal advocates, fostering lasting client relationships
Understand how to adeptly position your CS function to both leadership and clients.
Stand out in the market by crafting a CS function that drives customer loyalty and advocacy.
Course overview
Ever felt swamped trying to establish a customer success function? We get it – starting from scratch is no easy feat. That’s where we come in. Our "Building a customer success team certification" is your roadmap, your compass in the world of customer success. Master each customer’s transition from sale to eventual success, tap into the power of tech, and sow the seeds of a thriving growth culture. Learn how to identify common challenges and pitfalls in CS and develop strategies to overcome them. This journey isn’t merely about assembling a team. It’s about spearheading and paving the way in an aggressively competitive marketplace. Ready to get started? Let’s embark on this transformative adventure together, priming you for sustained success.
Course curriculum
Introduction [35 mins]
How to get the most out of this course
Resource library
Course overview
Concept of ARR model
What a strong CS function does for the business
The evolution of customer success
Terminology untangled
Terminology glossary
Key takeaways
Exam
Time to reflect
Structures and dependencies [150 mins]
Ultimate reporting lines
Coursework
Key relationships and interdependencies
Coursework
Client journey mapping
Coursework[Fireside chat] Scaling and systematizing CS operations
Key takeaways
Exam
Time to reflect
Role types [70 mins]
Core customer success role
Level of commercial focus
Coursework
Onboarding and pilots
Learning, insights and CS Operations
Concluding thoughts and coursework
Coursework
[Bonus footage] CS Operations playbook - supercharge your ops team
Key takeaways
Exam
Time to reflect
Targets, data and remuneration [75 mins]
The importance of data
Discussing churn
CSAT and NPS
Remuneration packages
Key takeaways
Exam
Time to reflect
Profiles and skills [65 mins]
What to consider when looking for a CSM
Specificities to your organization
Start hiring a new team
Coursework
Key takeaways
Exam
Time to reflect
Congratulations!
Wrap up [10 mins]
Resource library
Fancy leaving a review?
Your feedback
Showcase your cert
Continue your professional development
Claim your certificate
By the end of this course, you'll be able to:
Lead strategically
Position your customer success function effectively, demonstrating its crucial role and value to leadership.
Establish culture
Cultivate a growth mindset within your team, encouraging continuous learning and innovation.
Outpace rivals
Gain a competitive edge with strategies that not only retain but also advocate for your brand in the market.
What's included?
Content
Engaging modules packed with actionable insights, walking you through every step of building a rock-solid customer success team.
Templates
Tried-and-true frameworks ready for deployment, empowering you to craft an effective customer success strategy without reinventing the wheel.
Coursework
Hands-on assignments and activities designed to cement your understanding and provide real-world application opportunities.
Insights
Deep dives into current market trends, best practices, and expert advice to give you the edge in today’s competitive business landscape.
Exam questions
Challenging assessments at the end of each module, ensuring your mastery over the concepts and preparing you for practical implementation.
Access
Lifetime entry to the course material, allowing you to revisit, refresh, and reinforce your learning anytime, anywhere.
Resources
A treasure trove of supplementary material, from reading lists to case studies, fortifying your learning journey.
Certification
Earn a recognized credential upon completion, showcasing your expertise and dedication in the field of customer success.
FAQs
What is the Building a Customer Success Team Certified Masters course?
This course is an immersive program designed for professionals aiming to create, optimize, and lead award-winning customer success teams. Rooted in real-world insights, the course offers modules that cover the ins and outs of building an efficient customer success function.
Whether you're establishing a new CS function or refining an existing one, this course provides the tools, strategies, and best practices to ensure you excel. Plus, with certification, you not only gain knowledge but also a recognized badge of expertise in the field.
Who’s this building a customer success team course for?
If you've ever wondered, "Why do we approach it this way?", this course is for you. Ideal for those new to customer success or in the process of setting up a CS function, it offers a robust foundation. Dive deep into best practices for establishing a top-tier customer success operation, effectively positioning CS to leadership, and positively guiding its growth and impact.
How does the course work?
The course is completely on-demand, so you can take it at your own pace. 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 Building a customer success team certified!
How long will the course take to complete?
You can take however long you need to work through the materials, it’s completely flexible. The course consists of 6+ hours of on-demand content, including activities, templates, and exam questions.
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! Explore strategies for building a customer success team anytime, anywhere, at your own pace.
How much does the Building a Customer Success Team Certified Masters course cost?
$500. With this investment, you’ll have access to 6+ hours of OnDemand course content, templates and frameworks to put your theory into action, and exam questions to consolidate your learning.