"This was a great foundation to learn a common language. In addition, there were ideas to help us get started around tracking metrics and other areas to help focus our attentions."
Carolyn Duffield, Sr Director, Customer Experience at DrFirst
The ultimate customer success course.
The most comprehensive customer success course around, Customer Success Core: Certified is here in-person to to set you and your customers up for a lifetime of success.
On the day, a customer success expert will take you through the accredited curriculum to arm you with the theory and frameworks (along with some seriously interesting real-life case stories) to demystify CS best practices and enable you to accelerate time-to-value and deliver your customers’ goals.
What you'll get.
🔥 Absorb the most extensive curriculum that'll enhance your knowledge and skill set on customer success. Fact.
🔥 Official accredited certification if you pass all the exams that are certain to spice up your professional portfolio.
🔥 Chance to connect and work alongside like-minded CS pros in person.
🔥 Access to invaluable bonus footage and all course content for life - even fresh updates.
🔥 Access to 20+ templates and frameworks.
🔥 Free drinks and a chance to pick your instructor's and fellow peers brains.
Live in-person
Meet in person for a one-day certification workshop taught by an industry expert and absorb the knowledge of like-minded CS pro's.
Group activities
Endless networking, lots of opportunities to ask questions, engaging group activities and time to pick the brains of your peers.
Official certification
After your learning, you’ll be Customer Success Certified accredited by CPD (provided you pass the exams).
How it works.
👩🏫 We meet in person 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 ask questions and take part in group activities.
🍹 Want to pick your instructor's brain? Join them for informal drinks after the day's up (included in the price).
🎥 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.
Did you know certified CS professionals earn $6,431 more than those without a certification?
Whether you're new to customer success or have a few years of experience up your sleeve, this course will not only guide you through every single pillar of the customer success function, it’ll equip you with unlimited real-life, tried and tested techniques and case studies.
Customer Success Collective is home to the world's largest CS community, and every course we create is built on the experience, knowledge, and success of the masses.
Expect to learn first-hand from industry heavyweights like LinkedIn, Intercom, Mendix & The Alliance from start to finish.
Why get certified in person? 👇
"It was incredibly helpful to hear real-life examples from the speaker and other classmates to help make the information tangible and transferable."
"The breakout sessions and real-world examples from the instructor and other group participants were so valuable."
"The examples given by Collette were really helpful to put context on the learning and also give us details and how and when to use specific strategies/ framework."
Learn from industry expert, Melissa Hatter.
With over 20 years in Customer Success and Operations, Melissa Hatter is currently the Customer Success Lead - Americas at Stripe where she brings value, ROI and success to every client. She has a variety of experience leading strategic account management, customer success, customer support and customer expansion.
Described as "an inspirational leader, business visionary and customer advocate," Melissa is guided by the philosophy that unless your business delivers growth outcomes to customers, your organization will never thrive.
Pssst. We do group rates too...
If you're looking to get a team of three or more certified, then speak to Matt about team rates on [email protected].
P.S. If you need help convincing your boss, we've done the hard part for you.
Course curriculum
- 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)
- Case study - How sales and customer success align (4:35)
- Customer success and marketing (1:40)
- Working alongside sales (6:01)
- 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 and activation (11:11)
- Onboarding framework (4:31)
- 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 💡
- Exam #5
- Retention and churn (11:04)
- Feedback and the voice of the customer (4:36)
- Coursework (0:19)
- Customer experience maps (2:53)
- Engagement and education (1:59)
- Case study: Kustomer (5:10)
- 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 💡
- Exam #6
- 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 [Rewrite] (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 💡
- 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
FAQs.
Q: Is the course accredited?
A. Yep, it sure is. As well as having the seal of approval of orgs like LinkedIn, Intercom and Askable, Customer Success Core Core is recognized by The CPD Certification Service.
Q: Who’s this course for?
A: This course 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.
Q: Does this course cover everything I need to know to be a customer success manager?
A: This course 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.
Q: 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 course geared towards helping entry-level product marketers, or should I seek an alternative?
A: Absolutely not, our course 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.
Q: Will I get certified on the day?
A: You will receive a certificate of attendance for joining our workshop but to receive full certification, you’ll need to pass all exams in the student dashboard. But don’t worry! You’ll be able to complete these at your own pace and you’ll become Customer Success Certified!
Q: What happens if I don’t pass the exams?
A: If you fail the first time around you’ll be given the option to retake the exam. If you fail the second attempt too, unfortunately, it means you won’t get the certificate. However, all’s not lost, you’ll have still learned LOTS and you’ll be given access to the course materials for life - so you can brush up on the bits you slipped up on forevermore.
Q: I noticed course subscribers qualify for a discount for CSC Membership Plans, but what’s included in the membership?
A: 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.
