Customer Success University launches June 30, 2014 with the first course: Customer Success Management 101. This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM101 is step one of three on the way to becoming a Certified Customer Success Manager. The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

1. CSM101: Customer Success
Management 101
Curriculum Preview

2. CSM101: Customer Success Management 101
• This self-paced course, made up of 12 lessons
developed by top Customer Success experts,
provides you with the critical foundation for a
career as a Customer Success Manager.
• CSM101 is step 1 of 3 on the path to becoming a
Certified Customer Success Manager
(CSM).
COURSE DESCRIPTION

3. CSM101: Customer Success Management 101
• 12 On-Demand Video Lessons
• Templates/Tools/Workbooks,
• 12 Progress Assessments
• 1 Final Exam
• Content from Guest Lecturers
• Curated Best Practices Content
• Time to complete around 12 hours
DELIVERY FORMAT:

4. CSM101: Customer Success Management 101
• CSM101 Certificate of Completion
• This is Step 1 of 3 on the Certified CSM Path
– CSM201 is next, prerequisite of CSM101
– CSM301 after that, prerequisite of 101 & 201
– Certified CSM requires completion of all
three courses and passing the exam.
CERTIFICATION:

5. CSM101: Customer Success
Management 101
Launching June 30, 2014

6. CSM101: Customer Success Management 101
Why Customer Success as a Career?
In this lesson, you will determine the value of a career in
Customer Success and identify the required foundational
skills for a successful career as a Customer Success
manager.
LESSON 1:

7. CSM101: Customer Success Management 101
Customer Success Career Opportunities
This lesson describes the growing need for Customer
Success management as the world moves to subscription
software models, and explains that a Customer Success role
provides the foundational skills for a career path in other
organizational functions, such as Sales, Product
Management, Professional Services,
and Training.
LESSON 2:

8. CSM101: Customer Success Management 101
Customer Success Terminology
This lesson introduces you to the common terms used in
the Customer Success field, their meaning and common
usage, and acknowledges usage varies from company to
company.
LESSON 3:

9. CSM101: Customer Success Management 101
Customer Success Roles
This lesson introduces you to the various Customer Success
roles and their key responsibilities. Upon completion, you
will understand how each role helps you manage your
customers interactions, ensuring long-term success.
LESSON 4:

10. CSM101: Customer Success Management 101
I Got My First CSM Job, Now What?
Recognize that learning the product, people, processes, and
customers is the basis for the CSM role. This lesson helps
you develop a realistic perspective and learn best practices
for starting your new role (or re-starting your current role,
the right way!)
LESSON 5:

11. CSM101: Customer Success Management 101
How Will You Be Measured?
This lesson will help you understand the common ways of
measuring CSMs, such as Customer Satisfaction score,
Customer Health score, retention and renewal rate, etc. You
will also understand how to evaluate team vs. individual
measurements in Customer Success.
LESSON 6:

12. CSM101: Customer Success Management 101
The Customer Success Process
This lesson will help you understand the role of Customer
Success in the customer lifecycle and identify the CSM’s
responsibility within the company around maximizing
Lifetime Value (LTV) of the customer.
LESSON 7:

13. CSM101: Customer Success Management 101
Understanding and Engaging with Your Customers
This lesson will help you develop a logical approach to
engaging with your customers, evaluating why and how to
segment customers, defining engagement models for
customers, and recognizing preparation and follow-up as
the key to customer engagement.
LESSON 8:

14. CSM101: Customer Success Management 101
Handling Common Customer Situations
In this lesson, you will learn three common challenging
customer situations and the practical strategies to help you
prepare for these potentially difficult customer situations.
LESSON 9:

15. CSM101: Customer Success Management 101
The Red, Yellow, Green Meeting
The Red, Yellow, Green Meeting is a core communication
tool between the Customer Success manager and your
customer. This lesson will show you the value in these
meetings, as well as how to use this meeting to measure
and manage customer health.
LESSON 10:

16. CSM101: Customer Success Management 101
Managing a Quarterly Business Review (QBR)
This lesson covers the Quarterly Business Review (QBR) and
examines the value of a QBR in the long-term relationship
with your customer. You will learn how to prepare for and
conduct an effective QBR meeting with your customer.
LESSON 11:

17. CSM101: Customer Success Management 101
The Ten Laws of Customer Success
This lesson goes over the Ten Laws of Customer Success as
curated by the top Customer Success professionals in the
business. Consider this a realistic, experience-based
perspective on Customer Success, and a fitting conclusion
to this course.
LESSON 12:

18. CSM101: Customer Success
Management 101
Launching June 30, 2014