đ 10 modules â° 10+ hours of content đ 23 templates & frameworks đ§âđ» 100% on demand đ§ Access to content for life đ 100 exam questions
Course overview.
Looking for a blueprint for long-lasting customer relationships? Weâve got you. Whether itâs customer onboarding, churn mitigation, deciphering key metrics, or account expansion, our specialist customer success course is your golden ticket to professional development.
CS is all about ensuring your customers are engaged and successful, the execution of both of which requires a healthy amount of determination.Â
Customer Success Certified: Core has everything you need to stand out and succeed.Â
This customer success course has been carefully built to supply you with the skills and confidence required to set you and your customers up for a lifetime of success.Â
You'll learn to effectively gather, analyze, and disseminate feedback, enabling seamless collaboration with key stakeholders.Â
Nowâs the time to shine and execute a laser-focused, value-driven strategy that exceeds everyoneâs expectations.
Course benefits.
Elevate strategic impact. Showcase your value by tying customer success to company vision and goals.
Drive engaged customers. Master frameworks to nurture loyal customers and exceed OKRs.
Practical expertise. Immediately apply up-to-date tactics used by top brands across the CS lifecycle.
"CSC Customer Success Certified Core is a really well-rounded and in-depth course for anyone who is ready to take the plunge into CS. I also believe it's a great course for anyone who has already been in CS for a while but needs a refresher on some of the core concepts of CS. I highly recommend this course. Great work CSC!"
Renee Rooney, Head of Customer Success, LiteracyPlanet
Learn from industry leaders like:
Renee Rooneyï»ż
Head of Customer Success at LiteracyPlanet
David Collard
Manager of Customer Success at LinkedIn
Jeffrey Leong
Strategy Lead, Customer Success at RingCentral
Josh Horsman
Head of Customer Success, UK at Askable
Shari Srebnick
Principle Analyst at Forrester
Matt O'Boyle
Senior Customer Success Manager at Intercom
Trusted by some of the world's biggest brands.
"An excellent course covering the core concepts of Customer Success, and no doubt will be valuable to both those new to the career and more experienced people looking to reinforce and expand their knowledge. I found it particularly useful as I have recently moved into a new (and first) 'Head of CS' role, with the Metrics section and Resource Library already proving to be invaluable."
Tony Hauxwell, Head of Customer Success at Orpheus Cyber
By the end of the course, you'll be able to:
đ„ Master the full CS role
Gain a comprehensive understanding of customer success, from core competencies to proven strategies used by top brands.
đ Spearhead customer engagement
Learn to gather feedback, collaborate with stakeholders, and lead education programs that foster engaged customer communities.Â
đ Minimize churn proactively
Identify at-risk customers, understand churn metrics, and implement tactics to reduce churn for lasting customer relationships.
What you can expect from Customer Success Certified
Accredited and recognized by:
Unlock an additional 9+ courses đ
For just $700 more, you'll access our entire suite of courses, a free in-person summit ticket, 100+ hours of strategy content, templates & frameworks, mentorship opportunities, and more when you become a Pro+ Member.
Course curriculum
- How to get the most out of this course
- Your course pack
- Resource library
- Introduction (1:47)
- Where did Customer Success come from? (7:35)
- Why is customer success important (4:25)
- What customer success is not (5:24)
- The core concepts of customer success (5:00)
- Roles and Responsibilities: CSMs (6:35)
- Roles & Responsibilities: Everyone else (5:14)
- The future of Customer Success (3:07)
- Key takeaways (3:04)
- Time to reflect
- Exam #1
- Skills for customer success (7:24)
- Cross-departmental collaboration (4:13)
- Customer success and marketing (1:40)
- Customer events (4:14)
- Working alongside sales (6:01)
- Finding harmony between customer success and product development (0:41)
- How to work with customer support (3:19)
- Regular communication (0:48)
- Embrace technology (0:48)
- Develop a unified customer profile (0:52)
- Cross-training programs (1:11)
- How sales and customer success align (4:35)
- Keeping track of growing responsibilities (2:38)
- Building a team pt.1 (6:14)
- Building a team pt.2 (3:48)
- Your playbooks (7:43)
- Coursework (0:32)
- Key takeaways (2:51)
- Time to reflect
- Exam #3
- The customer journey (7:10)
- Onboarding freemium customers (4:43)
- Onboarding and activation (11:11)
- Onboarding framework (4:31)
- Referral programs (4:57)
- How do we know it's working? (2:53)
- Adoption (8:42)
- Case study: why is the ride so bumpy? (4:38)
- Coursework (1:04)
- Segmentation 101 (7:59)
- Segmentation across the journey (6:00)
- Key takeaways (4:00)
- Time to reflect đĄ
- Exam #5
- The importance of customer feedback (1:20)
- How to gather customer feedback (3:23)
- The role of CI in customer feedback (2:02)
- Handling negative feedback (4:18)
- Key questions to ask customers (0:53)
- Case studies (3:15)
- Customer advisory boards (0:48)
- How to analyze and action feedback (2:36)
- Disseminating your findings (1:57)
- Closing the feedback loop (2:34)
- Time to reflect
- Key takeaways (2:33)
- Exam
- Retention and churn (11:04)
- Feedback and the voice of the customer (4:36)
- Coursework (0:19)
- Cross-selling and upselling (0:34)
- Customer experience maps (2:53)
- Engagement and education (1:59)
- The benefits of customer engagement and education programs (3:19)
- Methods to engage customers (9:14)
- Engagement and education examples (4:24)
- Crafting a Customer Education Plan (2:30)
- Case study: Kustomer (5:10)
- Customer communities (4:33)
- Common challenges with churn (7:21)
- Case study - Churn mitigation at LinkedIn (3:12)
- Your advocates (5:09)
- Renewals and upselling (7:43)
- Key takeaways (4:47)
- Time to reflect đĄ
- Exam #6
- The difference between cancellation and churn (0:53)
- How to calculate churn (2:25)
- Strategies to reduce churn (2:58)
- The fundamentals of onboarding (0:56)
- Six things to do when a customer announces they're leaving (4:06)
- Turning the tide when a customer was ready to leave (0:29)
- The state of customer churn (1:01)
- Coursework (0:37)
- Time to reflect
- Key takeaways (2:45)
- Exam
- The importance of metrics (1:41)
- The north star metric (3:54)
- Onboarding metrics (4:35)
- Customer health scores (2:54)
- NPS (3:03)
- CSAT (1:57)
- Churn (2:06)
- Customer effort score (5:46)
- CLV (4:15)
- Retention metrics (5:23)
- Advocacy (2:41)
- Moving the needle (1:54)
- Predictive customer analytics (3:48)
- Coursework (0:40)
- Key takeaways (3:13)
- Time to reflect đĄ
- Exam #7
- Designing and leveraging health scores in the customer lifecycle | VMWare
- Customer Success at scale | Intercom
- The fundamentals of onboarding | Boomi
- How to create a customer experience that can grow the bottom line | Stripe, RingCentral, Google, JB Sales
- Who owns the customer lifecycle | VMware
- How to achieve retention and renewals | OneSpan, Cloudflare, Zingtree, Personio
- Proactively identifying at risk customers | ZoomInfo
Looking to learn as a team?
If you're looking to get a team of three or more certified, then speak to Matt about team rates at [email protected].
P.S. If you need help convincing your boss, we've done the hard part for you.
FAQs.
Q: Whoâs this course for?
A: Whether youâre currently a CSM or someone who aspires to move into the role in the future, itâs imperative that you understand the core deliverables of the role and how they feed into the strategic vision. This course will provide you with a comprehensive curriculum that explores tried and tested frameworks for customer success.
Q: How does the course work?
A: The course is 100% online and entirely self-paced. Once you enroll, youâll work through the modules in chronological order and be invited to take part in activities. At the end of each module, youâll be presented with mandatory exam questions and if you pass all these, youâll become Customer Success Certified!
Q: How long will the course take to complete?
A: In total, the course content, activities, and exams will take 10+ hours to complete.
Q: What happens if I donât pass the exams?
A: Donât worry, if you happen to fail on your first attempt you'll have the opportunity to retake the exam. However, if you fail on your second attempt, it sadly means you wonât get the certificate.
ï»żThat being said, you wonât finish this course having wasted your time; youâll take away tons of invaluable information and youâll be given access to the course materials for life. So, if you stumbled on anything in particular in the exam, you can brush up on those bits to your heartâs content!
Q: How long will I have access to the course content?
A: For life! One, one-off payment gives you unlimited access to all the courseâs content.Â