Mastering Customer Success
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Mastering Customer Success
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What you'll learn
Develop strategies to increase customer retention and expansion
Understand the role of measurement in service delivery excellence
Enhance engagement models by analyzing customer behavior
Skills you'll gain
- Customer Success Management
- Customer Engagement
- Incident Management
- Account Management
- Account Strategy
- Customer experience improvement
- Crisis Management
- Business Management
- Customer Retention
- Business Metrics
- Performance Metric
- Customer Relationship Building
- Customer Insights
- Customer Relationship Management
- Stakeholder Engagement
- Customer Data Management
- Product Knowledge
- Stakeholder Management
- Key Performance Indicators (KPIs)
Tools you'll learn
Details to know
January 2026
10 assignments
See how employees at top companies are mastering in-demand skills
There are 10 modules in this course
In today’s competitive landscape, customer success is critical for driving business growth and ensuring long-term value. This course equips professionals with the essential strategies and tools needed to enhance customer relationships, reduce churn, and foster sustainable revenue expansion.
Throughout the course, learners will gain practical insights into the core aspects of customer success. It covers proven methods for developing strategies that increase customer retention, utilizing measurement tools to ensure service excellence, and engaging customers through behavioral analysis to improve engagement models. What sets this course apart is its combination of expert knowledge and real-world applications. You will not only learn strategic frameworks but also see how these frameworks are implemented successfully in various industries, providing you with actionable insights that can be applied immediately. This course is ideal for customer success professionals looking to refine their strategies and expand their impact. A basic understanding of business operations and customer success principles is recommended, so it is accessible to beginners, but the course also accommodates intermediate and advanced learners seeking to enhance their skills.
In this section, we explore precise measurement strategies to align customer success with business goals using S.M.A.R.T. metrics, KPIs, and OKRs for actionable insights and sustainable growth.
What's included
2 videos5 readings1 assignment
2 videos•Total 2 minutes
- Course Overview•1 minute
- Optimizing Your Key Metrics for Growth - Overview Video•1 minute
5 readings•Total 80 minutes
- Introduction•30 minutes
- Aligning CS with Business Goals•10 minutes
- Individual Versus Team Goals in CS Metrics•20 minutes
- Qualitative Metrics How Evidence Takes on a Human Dimension•10 minutes
- Customer Lifetime Value•10 minutes
1 assignment•Total 10 minutes
- Key Metrics for Business Growth•10 minutes
In this section, we explore foundational product knowledge, customer needs analysis, and communication strategies for Customer Success Managers to align customer success with company goals.
What's included
1 video7 readings1 assignment
1 video•Total 1 minute
- Building a Strong Foundation Key Knowledge for Success - Overview Video•1 minute
7 readings•Total 80 minutes
- Introduction•20 minutes
- Understanding CLTV•10 minutes
- Soft Skills of Exceptional CSMs•10 minutes
- Analytical Skills•10 minutes
- Feedback•10 minutes
- Public Speaking•10 minutes
- CSM-specific and CS Operations-specific Skills•10 minutes
1 assignment•Total 10 minutes
- Building a Strong Foundation in Customer Success•10 minutes
In this section, we examine balancing proactive and reactive strategies, analyzing account segmentation, and designing scalable processes for effective book of business management.
What's included
1 video6 readings1 assignment
1 video•Total 1 minute
- Strategies for Effective Course of Business Management - Overview Video•1 minute
6 readings•Total 90 minutes
- Introduction•30 minutes
- Strategies for Effective Customer Prioritization•10 minutes
- Segmentation•10 minutes
- Scaling for Success•20 minutes
- Building Your Sales Partnerships•10 minutes
- Relationship•10 minutes
1 assignment•Total 10 minutes
- Effective Book of Business Management•10 minutes
In this section, we explore structured onboarding processes, stakeholder engagement strategies, and communication cadence to ensure client alignment and project success through transparency and planning.
What's included
1 video5 readings1 assignment
1 video•Total 1 minute
- Streamlining Onboarding and Boosting Engagement - Overview Video•1 minute
5 readings•Total 90 minutes
- Introduction•20 minutes
- Driving Engagement•30 minutes
- Success Planning•10 minutes
- Gamification•20 minutes
- Advocacy and Testimonials•10 minutes
1 assignment•Total 10 minutes
- Optimizing Onboarding and Engagement Practices•10 minutes
In this section, we explore strategies for identifying and cultivating referenceable customers to enhance business credibility and growth through effective advocacy.
What's included
1 video4 readings1 assignment
1 video•Total 1 minute
- Building Referenceable Customers - Overview Video•1 minute
4 readings•Total 50 minutes
- Introduction•20 minutes
- Strategies for Building Referenceable Customers•10 minutes
- Cultivating Advocates•10 minutes
- Showcasing Your Advocates•10 minutes
1 assignment•Total 10 minutes
- Building Lasting Customer Relationships•10 minutes
In this section, we explore how data can be used internally to improve processes and externally to enhance customer experiences, focusing on customer success strategies and predictive analytics.
What's included
1 video7 readings1 assignment
1 video•Total 1 minute
- Leveraging Data for Customer Success - Overview Video•1 minute
7 readings•Total 90 minutes
- Introduction•20 minutes
- Understanding User/Consumer Behaviors and Patterns of Product Use•10 minutes
- A Short Dive into Consumption Analytics•20 minutes
- Assessing Risk and Developing Predictive Customer Retention Strategies•10 minutes
- Refining Personalization for More Precise Expansion Approaches•10 minutes
- Data for CS Through an External Lens•10 minutes
- Strengthening Long-Term Customer Relationships and Nurturing the Growth of Customer Advocacy•10 minutes
1 assignment•Total 10 minutes
- Leveraging Data for Customer Success•10 minutes
In this section, we explore building internal relationships to enhance customer success, focusing on cross-functional collaboration, strategic partnerships, and leveraging expertise for improved client outcomes and career growth.
What's included
1 video5 readings1 assignment
1 video•Total 1 minute
- Building Your Customer Success Inner Circle - Overview Video•1 minute
5 readings•Total 90 minutes
- Introduction•20 minutes
- Support and Technical Assistance•20 minutes
- Finance and Legal•20 minutes
- How to Build Internal Relationships•20 minutes
- Nurturing Internal Relationships•10 minutes
1 assignment•Total 10 minutes
- Strengthening Customer Success Through Strategic Relationships•10 minutes
In this section, we explore retention and expansion strategies, emphasizing the math of customer growth, land and expand tactics, and identifying upsell opportunities to enhance customer success and business value.
What's included
1 video4 readings1 assignment
1 video•Total 1 minute
- Strategies for Retention and Expansion in Your Business - Overview Video•1 minute
4 readings•Total 70 minutes
- Introduction•30 minutes
- Land and Expand Is More Involved Than People Think•10 minutes
- Exhibiting Excellence as Individual CSMs in Retention and Expansion•10 minutes
- How to Identify Upsell and Cross-sell Opportunities•20 minutes
1 assignment•Total 10 minutes
- Customer Retention and Business Growth Strategies•10 minutes
In this section, we explore crisis types in customer success, strategies for effective response, and methods to build trust through structured SLAs and collaboration.
What's included
1 video4 readings1 assignment
1 video•Total 1 minute
- Mastering Crisis Management for Business Resilience - Overview Video•1 minute
4 readings•Total 50 minutes
- Introduction•10 minutes
- Identifying Crises•10 minutes
- Preparing for Crises•20 minutes
- Post-crisis Management•10 minutes
1 assignment•Total 10 minutes
- Mastering Crisis Management for Business Resilience•10 minutes
In this section, we examine how human factors and technology shape the future of Customer Success, focusing on personalized and proactive engagement strategies.
What's included
1 video3 readings1 assignment
1 video•Total 1 minute
- The Exciting Future of Customer Success - Overview Video•1 minute
3 readings•Total 70 minutes
- Introduction•10 minutes
- Shifting toward More Personalized and Proactive Customer Engagements•30 minutes
- Expanding Career Opportunities•30 minutes
1 assignment•Total 10 minutes
- The Evolving Role of Customer Success•10 minutes
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Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.
If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
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