Master Customer Success Management with a Powerhouse 37 Lesson Program - The CSM Total Experience Course

This 37-lesson, self-paced course features nearly 9 hours of content, with real-world final activities to test your skills. This course encompasses instruction for a near-expert level understanding of how to be a top-performing Customer Success Manager in any company internationally. This unique course dives deep into strategic methodologies for driving long-term CSM skill and also provides nuanced instruction for out-of-the-box systems thinking and continued operational improvement.

This course also includes the entire CSM Fundamentals and CSM Professionals Courses.

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Strategic Insight

Gain a deep understanding of strategic methodologies CSM skill development.

Systems Thinking

Learn out-of-the-box systems thinking for continued operational improvement.

Professional Growth

Ideal for anyone looking to be a professional Customer Success Manager or future leader.

Check Out the Curriculum

  1. Course Intro
  2. All 24 Lessons from the CSM Professionals and CSM Fundamentals courses
  3. The importance of traveling and hosting customer events
  4. How to leverage Marketing
  5. How to leverage the Learning Management Team
  6. How to collaborate with Sales and Sales Operations Teams
  7. The strategy behind customer segmentation
  8. How to position yourself as a leader
  9. How to leverage all the internal tech stack
  10. Understanding customer Journey Mapping
  11. Building your internal brand and becoming the ultimate utility player
  12. What is SVOC? - Single View of the Customer
  13. How to advance your career in customer success
  14. Advanced CX certifications and degrees
  15. Course Activity: Strategic Growth Planning

Welcome! Here's the Course Intro

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CSM Total Experience Course - A 37 Lesson Masterclass with Graduate School-Level Content

  1. Module 1 - Fundamentals

    1 lesson
    1. Course Intro - Welcome!

  2. Module 2 - Fundamentals

    5 lessons
    1. Why Has Customer Success Grown to be Such a Huge Profession?
    2. Understanding the SaaS Business Model
    3. The Tiers within Customer Success (and what you need to win in each!)
    4. What Does Career Advancement Look Like in Customer Success?
    5. What Does Current Compensation Look Like in Customer Success?

  3. Module 3 - Fundamentals

    4 lessons
    1. Jump Into A Day in the life of a CSM!
    2. Managing Your Book of Business at Any Level
    3. Driving Successful Customer Communication at Any Level
    4. The CSM Tech Stack: What Tools You’ll Use (and why it's important!)

  4. Module 4 - Fundamentals

    3 lessons
    1. Soft Skills & Escalation Scenarios to Help You Gain a Competitive Edge
    2. How to Run A Successful Recurring Meeting Every Single Time
    3. How to Run Successful and Data-Backed QBRs/EBRs

  5. Module 5 - Fundamentals

    3 lessons
    1. How to Understand Holistic Customer Health
    2. How to Interview and Land a Great CSM Role in Tech
    3. Course Activity - Building a QBR Slide!

  6. Module 1 - Professionals

    1 lesson
    1. Course Intro - Welcome!

  7. Module 2 - Professionals

    3 lessons
    1. The Upsell Motion in Customer Success- How to “Land and Expand”
    2. How to Spot Account Risk for Churn Mitigation
    3. Building and Owning Both Macro and Micro Account Plans

  8. Module 3 - Professionals

    3 lessons
    1. How to Leverage Available Data to Drive Your Book of Business
    2. Using AI and Automation to Support Your Book at Scale
    3. The Concept of "Phased Growth" and the Customer Maturity Framework

  9. Module 4 - Professionals

    2 lessons
    1. How to be a Cross-Company Asset as a CSM
    2. The Value-Add Email Strategy to Drive Written Success

  10. Module 5 - Professionals

    2 lessons
    1. Running Successful Exit Calls to Mitigate Customer Churn
    2. Course Activity: Cross-functional Email Writing Practice

  11. Module 1 - Total Experience

    1 lesson
    1. Course Intro - Welcome!

  12. Module 2 - Total Experience

    4 lessons
    1. The Importance of Traveling and Hosting Customer Events
    2. How to Leverage the Marketing Team
    3. How to Leverage The Learning Management Team
    4. How to Collaborate with the Sales and Sales Operations Teams

  13. Module 3 - Total Experience

    4 lessons
    1. The Strategy Behind Customer Segmentation and Why It's So Powerful!
    2. How to Position Yourself as a Leader
    3. How to Leverage the Internal Tech Stack as a Winning CSM
    4. Understanding Customer Journey Mapping and How to Use Them!

  14. Module 4 - Total Experience

    2 lessons
    1. How to Become the Ultimate Customer Success Utility Player
    2. What is SVOC? - Single View of the Customer

  15. Module 5 - Total Experience

    3 lessons
    1. How to Advance Your Career In Customer Success
    2. Advanced CX Certifications and Degrees
    3. Course Activity: Strategic Growth Planning

Imagine being the go-to expert in Customer Success Management in your organization.

Purchasing the CSM Total Experience Course will equip you with the skills and knowledge to make this dream a reality.