Customer Success | Retention Strategies | Metrics | CSM Tools & Frameworks
In the age of recurring revenue and digital products, businesses don’t just need customers—they need successful, loyal customers. This course equips you with everything you need to thrive as a Customer Success Manager (CSM) in SaaS, IT, or service-driven industries.
What you’ll learn
- CSM Fundamentals: Learn the role and impact of a Customer Success Manager, and how this function supports customer outcomes and business growth..
- Core Competencies: Build critical skills across both technical tools and interpersonal communication—essential for any client-facing role..
- Retention & Engagement: Explore scalable strategies to reduce churn, foster loyalty, and implement practical vendor-lock techniques..
- Success Metrics: Gain fluency in key indicators like Net Promoter Score (NPS) and churn rate—and learn how to interpret them to drive action..
- Frameworks for Delivery: Master a structured, repeatable approach across onboarding, adoption, expansion, and renewal..
Course Content
- AN OVERVIEW OF THE CUSTOMER Success Manager’s Role –> 3 lectures • 49min.
- Readiness for Customer Success Management –> 4 lectures • 43min.
- CUSTOMER SUCCESS MANAGEMENT TASKS, TOOLS AND TECHNIQUES –> 3 lectures • 46min.
- Practical CSM Framework Phase 1: Preparation –> 8 lectures • 1hr 23min.
- Practical CSM Framework Phase 2: Commitment –> 3 lectures • 52min.
- Practical CSM Framework Phase 3: Onboarding –> 4 lectures • 46min.
- PRACTICAL CSM FRAMEWORK PHASE 4: ADOPTION PLANNING PART 1—CONCEPTS –> 4 lectures • 1hr 1min.
- PRACTICAL CSM FRAMEWORK STAGE 4: ADOPTION PLANNING PART 2—IMPLEMENTATION –> 4 lectures • 1hr.
Requirements
In the age of recurring revenue and digital products, businesses don’t just need customers—they need successful, loyal customers. This course equips you with everything you need to thrive as a Customer Success Manager (CSM) in SaaS, IT, or service-driven industries.
Whether you’re starting your career, transitioning from another role, or enhancing your current CSM skill set, this course is designed to give you the knowledge, tools, and frameworks needed to deliver exceptional customer value and long-term retention.
What You Will Learn
- Understand the role and responsibilities of a Customer Success Manager and why the CSM function is critical in today’s business landscape
- Build the essential hard and soft skills needed to succeed, from technical tools to client-facing communication
- Apply customer retention strategies, including onboarding, engagement, vendor locking, and customer expansion
- Use data to drive decision-making through key Customer Success metrics like Net Promoter Score (NPS), churn rate, and customer health scores
- Master a seven-phase CSM framework to deliver consistent outcomes across the entire customer lifecycle
Who This Course Is For
- Aspiring Customer Success Managers seeking a complete, job-ready foundation
- Professionals in support, sales, or account management roles looking to transition into Customer Success
- Entrepreneurs, startup founders, and managers building or scaling CSM teams
- Current CSMs aiming to strengthen their strategy, data fluency, and impact
Requirements
- No prior experience required
- A willingness to learn and improve customer outcomes
- Basic computer and internet skills are sufficient
By the end of The Complete Customer Success Manager Course, you will be equipped with a 360-degree understanding of customer success—from onboarding to retention to expansion—and ready to step confidently into a CSM role that drives real business impact.
Ready to level up your career in Customer Success?
Enroll today and start building value for your customers and your company.