The Complete Customer Success Manager Course

Customer Success | Retention Strategies | Metrics | CSM Tools & Frameworks

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.

Requirements

No prior experience is needed. This course is designed for both beginners and working professionals. All concepts are explained from the ground up with clear, practical examples. A willingness to learn and apply new frameworks is all you need.

Description

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 LearnUnderstand the role and responsibilities of a Customer Success Manager and why the CSM function is critical in today's business landscapeBuild the essential hard and soft skills needed to succeed, from technical tools to client-facing communicationApply customer retention strategies, including onboarding, engagement, vendor locking, and customer expansionUse data to drive decision-making through key Customer Success metrics like Net Promoter Score (NPS), churn rate, and customer health scoresMaster a seven-phase CSM framework to deliver consistent outcomes across the entire customer lifecycleWho This Course Is ForAspiring Customer Success Managers seeking a complete, job-ready foundationProfessionals in support, sales, or account management roles looking to transition into Customer SuccessEntrepreneurs, startup founders, and managers building or scaling CSM teamsCurrent CSMs aiming to strengthen their strategy, data fluency, and impactRequirementsNo prior experience requiredA willingness to learn and improve customer outcomesBasic computer and internet skills are sufficientBy 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.

Overview

Section 1: AN OVERVIEW OF THE CUSTOMER Success Manager’s Role

Lecture 1 WHAT IS MEANT BY “CUSTOMER SUCCESS”?

Lecture 2 TREATING YOUR CUSTOMER AS YOUR BUSINESS PARTNER

Lecture 3 WHERE DO CSMS FIT WITHIN THE WIDER ORGANIZATIONAL STRUCTURE?

Section 2: Readiness for Customer Success Management

Lecture 4 What Is Your Organization’s Customer Success Strategy?

Lecture 5 What Is Your Role in Helping to Ful!ll Your Organization’s Customer Success Stra

Lecture 6 What Assets and Resources Are Available to Help You?

Lecture 7 How Will You Plan and Manage Your Time?

Section 3: CUSTOMER SUCCESS MANAGEMENT TASKS, TOOLS AND TECHNIQUES

Lecture 8 THE RAPAE TASK MODEL—A WAY TO CATEGORIZE CSM ACTIVITIES

Lecture 9 UNDERSTANDING THE CRITICAL PATH

Lecture 10 GETTING IN FRONT OF SENIOR MANAGEMENT AND “C” LEVEL CUSTOMER STAKEHOLDERS

Section 4: Practical CSM Framework Phase 1: Preparation

Lecture 11 What Is Phase 1: Preparation All About?

Lecture 12 Accessing Information

Lecture 13 Internal Handover

Lecture 14 Customer Information

Lecture 15 Initiative Information and Customer Outcome Requirements

Lecture 16 CSM Outcome Requirements

Lecture 17 Third Parties and Project Status

Lecture 18 Tools for PCSMF Phase 1: Preparation

Section 5: Practical CSM Framework Phase 2: Commitment

Lecture 19 What Is “Commitment” All About?

Lecture 20 Communicating with the Customer

Lecture 21 Developing a Stakeholder Management Strategy

Section 6: Practical CSM Framework Phase 3: Onboarding

Lecture 22 What Is PCSMF Phase 3: Onboarding All About?

Lecture 23 Generic and Customized Onboarding Models

Lecture 24 Information for Onboarding

Lecture 25 Tools for PCSMF Phase 3: Onboarding

Section 7: PRACTICAL CSM FRAMEWORK PHASE 4: ADOPTION PLANNING PART 1—CONCEPTS

Lecture 26 WHAT IS ADOPTION ALL ABOUT?

Lecture 27 UNDERSTANDING IMPACTED USERS

Lecture 28 RESEARCH TECHNIQUES

Lecture 29 CSM INVOLVEMENT IN ADOPTION RESEARCH

Aspiring and entry-level Customer Success Managers looking to gain a competitive edge,Professionals in client-facing roles (e.g., account management, support, sales) seeking a pivot to success-driven models,Team leads or founders building a customer success function from the ground up,Anyone working in SaaS or digital service environments with a stake in customer satisfaction