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CSM Coaching Program

 

12-Week Interactive Customer Success Learning Experiences.

Push your thinking and increase your ability to deliver Customer Success.

The CSM Coaching program teaches you the key Customer Success Management skills and practices you need to know in order to deliver the best possible outcomes for your customers.

Each 12-week Customer Success training and coaching course helps you to build the knowledge, skills, and confidence you need with targeted lessons, group coaching calls, templates and more. 

Don't feel like you don't know what to do ever again.

 

CSM Training Programs.

The CSM Coaching program offers progressive levels of training and certification in Customer Success Management, from beginning (Core - Level 1) through advanced practices (Strategic - Level 3). As a participant in these programs you will gain the knowledge and skills you need to understand and actively deliver Customer Success to your accounts.

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CSM Core

Learn the foundational practices that drive Customer Success. We will teach you the key practices top CSMs are using to deliver better outcomes for their customers.

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CSM Growth

Expand upon the core CSM practices you learned in Level 1 (Core) and refine your ability to effectively manage your internal relationships and portfolio of accounts.

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CSM Strategic

Develop a more strategic approach to managing yourself, your time and your customers more efficiently. Make smart moves that drives your customers and career forward.

 Customer Success Training Reimagined.

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Learn and Grow. 

Each of our programs build in a progressive manner, exploring the key elements and practices associated with the discipline of Customer Success Management. Learn how to plan for and deliver sustainable Customer Success to your customers.


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Core: The Foundational Elements of Delivering Customer Success


The Curriculum

Learn the foundational practices that power and drive Customer Success. Level 1 of the CSM Coaching program focuses on teaching you the key practices top CSMs are using to deliver better outcomes for their customers. When it comes to delivering success to your customers you'll know exactly what to do and how to do it.

  • Week 1 | *NEW* Customer Success Key Concepts

    Where did Customer Success come from and what is involved in it's delivery? You'll get the full story. You'll learn the technological and business drivers behind the evolution that lead to the transformation of the post-sales client services organization into customer success. We'll also cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.

  • Week 2 | Thinking Like a Customer

    It's easy to say you're 'customer centric', but much harder to actually walk the walk. You'll learn what customer-first thinking looks like, and get some practical tactics that you can apply right away to increase your customer-centric thinking.

  • Week 3 | *NEW* Principles of Effective Onboarding

    Start off on the right foot. You'll learn about the key principles and practices of onboarding. We'll discuss the key activities and you'll learn how to get your customer's started using your product the right way.

  • Week 4 | Success Plan Development and Execution

    Customer Success is a journey. And, the road to Success is always under construction. You'll learn what goes into the creation of a Success Plan. You'll come away with the knowledge and skills to develop and execute a Success Plan that delivers.

  • Week 5 | Effective Business Reviews

    Success is about always making sure that you’re delivering value with every customer interaction. You'll learn what a Business Review is and how to make your next one a success. You will learn the complete process step-by-step and will come away with the recipe for creating a Business Review that delivers value.

  • Week 6 | *NEW* Re-Engaging Disengaged Customers

    Never wonder again what you should do when a customer goes 'dark'. You’ll learn how to recognize a disengaged customer and discuss some common reasons why customers might drop off the radar. We’ll then share some practical tips on how to re-establish a line of communications in a way that doesn’t compromise or devalue your relationship with them.

  • Week 7 | Managing Accounts To Drive CLTV

    Managing your accounts is more than just Success Plans and QBRs. You'll learn advanced strategies and techniques for managing your accounts. You'll be introduced to an expanded set of account planning tools and templates that will enable you to establish the right relationships with the right stakeholders and aid you in becoming a trusted advisor.

  • Week 8 | Taking A Consultative Approach

    Learn to go deeper with your accounts and uncover the opportunities that you've been missing. Taking a consultative approach will help you establish a trusted advisor relationship with your key stakeholders. Learn how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.

  • Week 9 | Execution and Follow-Through

    Strategy and process are great, but executing and managing expectations is where the 'rubber meets the road'. You'll learn how to get focused and execute like a champ. You'll develop a deeper understanding of the most important aspects of execution, follow-through and expectation management.

  • Week 10 | Escalations and Ownership

    How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.

  • Week 11 | Handling Tricky Customers

    I want it all, and I want it yesterday! Customers come in a variety of shapes, sizes and styles, you'll learn how to profile your different customer types and the keys to how to work best with even your trickiest customers and the situations they present.

  • Week 12 | Understanding Customer Success Metrics

    If you want to achieve it, you better put a number on it. Ever wondered how to calculate CLTV (or what it even is)? You're going to learn all about the key metrics that you will hear about regularly. You'll learn what they mean and how to calculate them.

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Growth: Advanced Practices for Delivering Customer Success


The Curriculum

Expanding on the core CSM practices you learned in Level 1 (Core), our Level 2 course will refine your ability to effectively manage your internal relationships and portfolio of accounts. Level 2 of the CSM Coaching program focuses on giving you the tools and strategies that will enable you to effectively negotiate and resolve a wide-variety of common internal and external challenges that can impact your ability to deliver success.

 
  • Week 1 | Setting SMARTer Objectives

    Everyone needs to achieve Objectives (if they want to get paid). You'll learn about SMART Objective setting. We'll discuss how you can use your new found knowledge to develop clearer, more achievable Objectives and OKRs so that you can get paid.

  • Week 2 | *NEW* Effectively Managing Your Customer Engagement and Capacity

    Learn how to effectively visualize your model for engaging with your customer and its impact on your capacity. Most CSMs feel overwhelmed at some point due to an ever expanding portfolio of accounts. Learn how to visualize your current workload and capacity based on your customer contact and engagement model so that you can have more intelligent conversations about your capacity with your leadership.

  • Week 3 | *NEW* Assessing and Managing Customer Health

    How healthy are your customers? You’ll learn how to recognize circumstances that may lead to churn or put your customers 'at-risk'. We'll show you how to identify what should be monitored, what to track as possible risk indicators, and you'll learn the importance of early intervention and not relying on techniques to save the customer.

  • Week 4 | *NEW* Identifying and Managing Risk

    Risk is inevitable. Managed well, risk can be turned from a negative experience to one that provides valuable insights as well as a positive outcome for the customer. We’ll share how to build a risk management process that holds all company departments accountable and decreases the probability of risk turning into churned revenue.

  • Week 5 | *NEW* Managing Bugs, Feature Requests and Workarounds

    Working on the front-line, you’re a critical interface between your product team and your customers. Customer Success is often challenged by customers to prioritize bug fixes, accelerate feature requests, and create inventive workarounds to compensate for gaps in product functionality. We’ll discuss how CSMs can use their unique vantage point to influence product roadmap and help Product Managers to better understand the impact of sometimes seemingly innocuous decisions.

  • Week 6 | Responding To Customer Feedback

    All customer feedback is a gift. Getting great customer feedback is like striking gold, but what about negative feedback? You'll learn how you respond to both and what you need to do with the information to drive improved engagement and higher levels of customer advocacy.

  • Week 7 | *NEW* Learning From Churn

    Churn hurts. There’s no other way to put it. No-one likes losing a customer. But, rather than just wave farewell to the customer, let’s see if there’s a way we can take this negative event and extract some positive learnings from it. We’ll explore some practical tools for better understanding a customer’s reasons for leaving and taking those learnings to prevent future churn. We’ll also give some tips on making the churn experience smooth and professional for the customer, to help protect your brand reputation and leave open the door for a potential future return.

  • Week 8 | Creating Advocacy

    Turn your happy customers into raving fans. You'll the keys to creating customer advocacy and will come away with an advocacy playbook that you can put into action to help you drive deeper customer relationships and spur expansion.

  • Week 9 | *NEW* Increasing Upsells and Expansion

    We need more upsell revenue! A familiar rallying cry from Customer Success leaders across the planet. But upsells and expansions are not a revenue source that you can just turn on like a tap whenever you want it. Instead they need to be carefully orchestrated many months in advance of the event itself. We’ll discuss the customer motivations for spending more money with you, how to approach the upsell/expansion conversation and how to set appropriate expectations with your manager.

  • Week 10 | *NEW* Managing Retention and Driving Renewals

    If you’re making your customers successful, they’re likely to want to stick around.When it comes to improving retention and handling renewals, the best strategy is to ensure that customers have consistently realized value from their time and financial investment in your solution. In this module we’ll talk about how your ability to consistently demonstrate the value you’ve delivered is critical, and why the best renewals are the ones that happen organically.

  • Week 11 | Cultivating and Nurturing Internal Relationships for Success

    Customer Success is a team sport. Learning how to cultivate and nurture your internal relationships is critical if you want to get things done. Do you depend on others in your larger organization to make your successful? You'll learn learn how to establish effective internal relationships and how to align effectively with other parts of your organization so you get the help you need to make your customers successful.

  • Week 12 | Aligning and Communicating with Sales

    Is blaming things on Sales becoming a contact sport in your organization? All to often, companies fail to realize that the old way of thinking, Sales is responsible for bringing in the customers and CS is responsible for keeping them, is dead. You'll learn how to align your priorities and objectives with your Sales counterparts and turn them into your key partner in delivering Success.

 

CSMs love our Courses.

Let them tell you just how much. 

 

Register Now for January Courses.

Registration extended, enroll before January 15th to join our January CSM Coaching course cohorts.

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January Level 1 Cohort

Starts January 16, 2018

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January 

Level 2 Cohort 

Starts January 17, 2018

 

Course Pricing.

Each 12-week Customer Success Training and Coaching course includes:

 
 
  • 12 Customer Success lessons covering the key practices of Customer Success Management delivered to you weekly.
  • Over 30 hours of training and coaching from Customer Success experts with real-world experience.
  • Lifetime access to the CSM Coaching course materials and our archive of resources, templates, and whitepapers.
  • 12 Weekly 90-minute Group Coaching sessions to help you work through the challenges you are currently facing.
  • CSM Certification examination and Digital Certificate/Badge upon completing the course and passing the examination.
  • Connection to a global community of Customer Success Managers and leaders from around the world.
 
 
 

Want to have your Team participate in the program? Discounted pricing is available for Teams of 3 or more. Contact us for more information and a quote.

 
 

Answers to Commonly Asked Questions.

 
  • Do you offer a Money-Back Guarantee?

    If you don't feel that you are getting the value we promise within 30 days of the course starting, let us know and we'll refund your money straight away. Refunds cannot be issued after your initial 30 days on the program.

  • What types of payment do you accept?

    Currently we accept Visa, Mastercard, American Express, Diners Club, JCB, Discover and ACH. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.

  • What makes the CSM Coaching program different from other CSM/Customer Success training courses?

    What sets the CSM Coaching program apart is the combination of training and coaching. No other program on the market invests as much time in working directly with you. We not only teach you the best practices, methods and practices, we also coach you through any challenges that you experience when utilizing them in your environment. We want you to succeed and we spend the time with you to make sure that you do.

  • How much of my time is this going to take per week?

    The time commitment for this program is expected to be approxiately 2-3 hours per week. There will be reading and exercises for you to complete which may require further time to be dedicated depending on your skills with the related materials.

  • Will I still have access to the materials after the program?

    Yes. Once the program is completed you will retain access to the learning materials that were shared via our Learning Management System. You will also be able to continue to leverage the private space created for your cohort in the OUTCOMES Community.

  • How do the Group Coaching Sessions work?

    The group coaching sessions are staffed by at least one member of the Coaching team. You can participate by joining a live conference call where you can ask questions or just listen in. We expect most of the discussion to be focused on the content distributed for the topics presented that week, but we will also provide advice and guidance to program members on related topics or challenges.

  • How many participants can be in the program?

    Each cohort in the program is limited to 50 students to guarantee the best possible outcomes. Our experience shows us that people learn best in small to medium-sized groups. We have found that limiting the number of participants to 50 enables the group to build relationships with fellow students as they study without making meeting everyone overwhelming.

  • Will the participants be able to interact with one another?

    Participants will have access to a private space on OUTCOMES Community and we encourage that participants interact with one another. This is not just about us speaking at you. We want you to interact with each other and help each other when possible. That space will remain beyond the completion of the program in 'Alumni' status.

  • I'm an experienced CSM, is this program for me?

    Which of our courses you choose to enroll in depends on you and where you are at in your personal development.

    The CSM Coaching program offers progressive levels of training and certification in Customer Success Management, from beginning (Core - Level 1) through advanced practices (Strategic - Level 3). As a participant in these programs you will gain the knowledge and skills you need to understand and actively deliver Customer Success to your accounts.

    The Level 1 and Level 2 of the CSM Coaching program have been designed to provide people who are considering a career as a CSM, as well as CSMs with less than 3 years of experience, with the skills they need to thrive in their role.

    While we have found that much of the material in Level 1 and Level 2 is useful to even more experienced CSMs, especially the Advocacy, Consultative Approach and Effective QBRs/EBRs portions of the curriculum, we are adding a Level 3 to the program soon to address senior CSMs.

  • Will work pay for this?

    If your company has an education benefit or assistance program, you can definitely use that benefit to attend the CSM Coaching Program. We have had entire teams use that exact strategy to join the program and work through it as a team.

  • Why can't I just read blog posts and become a better CSM?

    The CSM Coaching program was designed to get you better results based on a structured program and approach. We provide you with a proven course of study and hold you accountable for putting what you learn into action after every week. Sure, you could read 100's of blog pages and try to Google your way to greatness, but how much extra time do you have in your week?

    The CSM Coaching program covers far more ground than any blog posts or podcasts out there and we not only teach you, we coach you on how to use it. Sure you can Google topics and pull together lots of info, but there's no replacing the aid you get from a coach with 750 words of general advice.

    We believe that the CSM Coaching program is the most comprehensive program. When it comes to growing your skills, you can always choose to DIY, but if you want rapid results the CSM Coaching program is going to give you the highest return on your time invested.

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30-Day Money-Back Guarantee.

Try the CSM Coaching Program for 30 days, 100% risk-free!

If you think the CSM Coaching Program might be the right investment for you and your career, don’t be afraid to pull the trigger today.

What happens if the program doesn’t work for me?

If you're unhappy with the program for any reason in your first 30 days, simply email us and we’ll give you a full refund.

Our aim is to ensure that you get the knowledge and advice that you need to become the CSM you know that you can be. If this program doesn’t work for you, then we haven’t done our job well and we haven’t earned your money.