Customer Success Course

Lesson 1 • CS Team Structure and Roles

Describes common CS org models, titles, and responsibilities at each tier. Helps learners understand where they fit and how teams scale.

Lesson 2 • The Customer Lifecycle Overview

Maps the end-to-end journey from acquisition through renewal and expansion. Provides the structural framework used throughout the course.

Lesson 3 • Business Case for Customer Success

Examines why companies invest in CS through revenue and retention data. Connects CS activity directly to measurable business outcomes.

Lesson 1 • Customer Segmentation Strategies

Teaches criteria for grouping customers by value, behavior, and need. Segmentation enables prioritized resource allocation across the portfolio.

Lesson 2 • Building the Ideal Customer Profile

Guides creation of data-backed profiles that define who succeeds with your product. Profiles inform onboarding, QBR prep, and risk identification.

Lesson 3 • Capturing and Using Customer Goals

Teaches structured methods to elicit and document customer-defined success criteria. Goals become the anchor for every CS interaction and renewal conversation.

Lesson 1 • Kickoff Calls and First Impressions

Teaches how to run a kickoff call that aligns stakeholders and sets a success plan. Strong kickoffs reduce confusion and accelerate adoption.

Lesson 2 • Driving Early Product Adoption

Focuses on tactics that move customers from setup to active, habitual product use. Early adoption is the strongest predictor of long-term retention.

Lesson 3 • Measuring Onboarding Effectiveness

Defines metrics and feedback loops to evaluate and improve onboarding programs. Data-driven iteration ensures onboarding scales with the business.

Lesson 4 • Handoff from Sales to CS

Establishes a clean internal handoff process that preserves context and trust. Smooth handoffs prevent expectation gaps that cause early churn.

Lesson 1 • Demonstrating and Communicating ROI

Covers methods to quantify and present the value customers receive from the product. Clear ROI communication strengthens renewal and expansion conversations.

Lesson 2 • Adoption Frameworks and Models

Introduces structured models for measuring and advancing product adoption stages. Frameworks give CSMs a repeatable language for adoption conversations.

Lesson 3 • Engagement Cadence Design

Defines how to structure proactive outreach schedules based on customer tier and health. Consistent cadences prevent disengagement and surface issues early.

Lesson 4 • Scaling Value Delivery Digitally

Explores tech-touch and digital-led approaches for lower-tier or high-volume accounts. Digital scaling extends CS capacity without sacrificing customer outcomes.

Lesson 1 • Save Plays and Churn Prevention

Teaches specific tactics to recover at-risk accounts before a cancellation decision. Effective save plays address root causes, not just symptoms.

Lesson 2 • Designing Customer Health Scores

Teaches the components and weighting logic behind effective health score models. Health scores translate complex signals into actionable CSM priorities.

Lesson 3 • Portfolio Health Monitoring

Establishes routines for reviewing the health of an entire customer portfolio. Portfolio-level visibility enables proactive resource allocation and forecasting.

Lesson 4 • Risk Mitigation Playbooks

Provides structured response plans for different risk categories and severity levels. Playbooks ensure consistent, fast action across the CS team.

Lesson 1 • Expansion Conversation Techniques

Provides scripts and frameworks for positioning additional value without feeling transactional. Consultative expansion conversations protect the trust built during CS.

Lesson 2 • Identifying Expansion Opportunities

Teaches signals and frameworks for spotting upsell and cross-sell potential within accounts. Expansion revenue is the most efficient growth lever in CS.

Lesson 3 • CS-Led Growth Strategies

Explores how CS teams can systematically drive revenue through advocacy and referrals. CS-led growth turns satisfied customers into a scalable acquisition channel.

Lesson 4 • Net Revenue Retention Fundamentals

Explains NRR as the primary CS revenue metric and how CSMs influence it. Understanding NRR connects daily CS work to company-level financial health.

Lesson 1 • EBR Content and Structure

Teaches how to build an EBR agenda that balances data, narrative, and forward planning. Strong structure keeps executives engaged and drives clear decisions.

Lesson 2 • EBR Strategy and Purpose

Defines the strategic role of EBRs in the CS relationship and when to hold them. EBRs are renewal and expansion catalysts, not status update meetings.

Lesson 3 • Facilitating the EBR Meeting

Provides facilitation techniques for running EBRs that are interactive and productive. Skilled facilitation turns EBRs into strategic partnerships.

Lesson 4 • Post-EBR Follow-Through

Establishes processes for capturing, distributing, and acting on EBR outcomes. Follow-through determines whether EBRs drive real account progress.

Lesson 1 • Cross-Functional Alignment

Covers how CS leaders build influence and alignment with product, sales, and marketing. CS insights are most valuable when they flow into company-wide decisions.

Lesson 2 • CS Strategy and Company Alignment

Teaches how to build a CS strategy that maps to company growth stage and goals. Strategic alignment ensures CS investment delivers maximum business impact.

Lesson 3 • CS Metrics and KPI Frameworks

Defines the full set of CS metrics from operational to strategic and how to use them. Metrics frameworks align CS activity with business outcomes at every level.

Lesson 4 • Designing Scalable CS Processes

Teaches how to document, standardize, and automate CS workflows for team consistency. Scalable processes reduce dependency on individual heroics.

Lesson 5 • Building and Coaching CS Teams

Provides frameworks for hiring, onboarding, and developing high-performing CSMs. Team quality is the ultimate driver of CS program outcomes.