Mastering Customer Success
Become a leader in delivering customer value and success.
Confident. Structured. Prepared. Impressive.
As CSMs we all want to feel that way in front of customers. Mastering Customer Success is designed with one goal in mind: to give you the tools you need to be confident, prepared, structured and therefore impressive in every meeting with every customer.
How This Course Will Enable You To Master Customer Success Management
For existing customer success professionals, this course will introduce you to the Success Methods Value Hierarchy, a powerful way to look at and understand the importance of value and outcomes in customer success.
If you are early in your customer success career you too will love our section on a day in the life of a CSM and the Success Methods value hierarchy.
If you are looking for your first customer success role this course will give you everything you need to understand the profession, prepare yourself for interviews, enable you to hit the ground running.
Hear From Some Of Our Students
The Success Methods Academy made an immediate impact on my team's ability to drive results. The practical approach and clear curriculum are second to none.
I’ve sent multiple team members through these courses. The feedback has been fantastic, and we’ve seen huge ROI in retention and upsell.
I wish I’d discovered Success Methods years ago! The teaching is clear, actionable, and motivating. Highly recommended.
Why Is Mastering Customer Success So Important?
Customer Success Management is one of the 21st century's biggest business stories. From unknown profession 20 years ago, it's now one of the most sought after roles in the workplace...
- Using The Success Methods Value Hierarchy ©: learn how to structure your delivery to focus on outcomes, value and ROI.
- Success Plans and their key role in driving the strategy set out in your EBRs
- Why customer success is so important in today’s SaaS environment
- Why customer success should be a philosophy, not a function
- The importance of renewals, expansion revenues and advocacy to your employer
- Why a focus on outcomes is so critical in customer success
- A thorough understanding for what makes for a great customer business outcome
- Why the value you deliver for your customers is the critical component of any customer success strategy
- Aligning KPIs to customer outcomes, customer value and customer ROI
- How to align your employer around a focus on customer success
Your Curriculum
- Welcome & What To Expect
- How Customer Success Drives Revenue
- The Impact Of Customer Success
- The Customer Success Equation
- Exercise - The 1% Advantage Calculator
- The Route To Customer Success Management
- What Is Customer Success Management
- At Its Simplest : What Is An Outcome?
- The Customer Success Outcome Lifecycle
- The Success Methods Value Hierarchy
- Exercise - Your Customer Success Outcomes
- Measuring The Value Of Customer Success
- Optimising Customer Success Engagement
- Everyone Plays A Role In Building Trust
- Exercise - Your Trust Points
- To Be In Customer Success
- Getting Ready, Understanding & Health Scoring Your Customers
- CSM & Ownership, Building Your Framework & The Red Call
- Handovers & Success Planning
- EBRs, Renewals, Upsells, Evolving The Framework & Ending The Day
- Customer Success : A Philosophy And A Function
- Aligning Executives, Product & Engineering
- Aligning Sales & Marketing, Professional Services, Support, HR, Finance & Ops
- Exercise - Aligning Your Organisation
- Conducting The Customer Success Orchestra