Customer Success Manager
Overview
This class is designed for Customer Success professionals who are responsible for helping clients maximise the value returned on their technology investments. This interactive course provides the knowledge and skills that enable Customer Success Managers to successfully interact with their clients, and to manage, retain and grow their strategic accounts.By combining an established customer success framework with best practice methodologies, this course demonstrates how companies can provide extra benefits to their clients at every stage of the customer life cycle; beginning with defined pre-sales activities and ending with a renewing/growing customer or valuable lessons learned from effective churn analysis.
The class begins with understanding the Customer Success methodologies and frameworks that help improve a clients’ return on investment throughout their life cycle with the company and how to calculate the most important metrics for measuring Customer Success. Students also discover how Customer Success Managers have the scope and potential to deliver significant, positive results to internal and external stakeholders.
Course Modules
- Customer Success Fundamentals
- The Customer Journey
- Learn from Churn
- Drive Internal Relationships
- Drive External Relationships
Delivery and Duration
This course is available as a public or closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online. See our calendar for the public class schedule.More information
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.
42 Comments
The CSM job is new for me and this training was really interesting to begin my job! Many thanks Steve for sharing his knowledge and the really helpful exercises over this course
Indeed, amazing training & importantly the trainer! I like the real life examples to use CS in daily life & I found training practical & even spiritual – Thank you Steve
Thank you for validating some of the ideas and principles I had and also thank you for the valuable information.
It was a great training, thank you!!!
Great stories, useful tips!
Great reminder and so inspiring new points!
The course was really great. Thank you!
Only one remark – too short with huge content to digest in two days – except for that absolutely great training & trainer!! thank you so much.
A great session! Very adapted to our company’s needs and CSM Team! Lots of key takeaways (Bringing value at each step) Thanks Steve!
Very interesting session
As usual, Steve is an excellent presenter and teacher with an extraordinary business acumen. It’s a pleasure to listen and learn from him. The presentation slides could need a review here and there as some are a bit outdated (when it comes to examples from the industry for instance). I am managing partner accounts with my team so this course wasn’t a 100% fit, however, the course is very well organised and has added a lot of value to my day to day work.
The class was excellent – Thank You
The Customer Success Management course was great. High-quality content delivered by a friendly and knowledgeable presenter with a good sense of humour and an ability to capture the audience’s attention. Brilliant delivery style with interactive learning and breakout sessions, all of the discussed topics are highly relevant in the world of modern IT solutions and beyond.
Thoroughly enjoyed the course. Plenty of food for thought. Very enthusiastic to get going on this subject. Thanks.
Would possibly tailor the training differently for companies transitioning to C.S not actually doing it.
Excellent instructor – have attended many SGSA courses. Relevant industry examples. Whilst its not 100% applicable to my job I certainly have learnt what customer success is
I thought the course was highly effective at outlining to me the course framework for the role of a CSM. It has given myself and the team massive amounts to think about and a lot of practical content to implement for our launch at the the […]
Great course, very professional insight into CS. Brilliant instructor!
This was a great course – one of the best training courses I’ve attended. Great content, all relevant and well detailed and backed up by strong examples and scenarios. Adam has an engaging and energetic way of delivering. Great food and snacks too!
Practical, to the point, useful checklists, excellent detailed course material.
Very informative course, well presented and full of good advice.
The mix of interesting and relevant materials, topics and practical methods along with Adams engaging delivery style made this course extremely interesting and enjoyable.
In addition to the content,demonstrating some of the valuable CS tools to making the job effective.
Add to ‘Internal Relationship’ section on consulting, ‘External’ external patterns. I don’t quite agree with the WATERMELON analogy. I LOVE the inside. I’d look for a better definition of the CSM job (not only defined by its KPIs) vs a sales job.
I really enjoyed this course. It is very interactive and informative. There were enough breaks and time to share your opinion and experience. Really helpful. I hope to have more trainings like this in the future. Thank you Adam!
Merci 🙂 Maybe adding some other role play and group exercise because even if course is interesting it’s easier to stay focus all the way long, better to move and practice.
Those 2 training days are very useful not only for CSM beginners but also for intermediate CSM that needs to reinforce their position in front of the customer as well as internally.
Thanks a lot Adam. It was very interesting. I share your CSM vision and I was pleased to discuss with you about our experience and yours.
This is one of the best trainings that I have received about Customer Success practices. This was a nice reminder of CS role. I was CSM in past. I have kept several big takeaways in terms of methodology and approach.
Thank you very much for this amazing course!
Thank you Adam!
Very good training with a very efficient and dynamic trainer. Thank you.
Really enjoyed this class and will thoroughly recommend it to my US counterpart. It not only delivered everything my team needed but also got them ‘pumped up’ about customer success. Adam is also a great subject matter expert […]
I really appreciate the real example provided during the training.
The material is very helpful and concise. It helped me to follow the class more effectively.
Really helpful to understand what CS is. Lots of tips to apply in the next months. Thank you Adam!
Perhaps more on crisis management and times of high stress that occur in a relationship. Passionate – insightful & fun.
Excellent course, well delivered. Thank you.
Well done. One can feel the passion (of Adam) for CS. Add crisis escalation mgmt to the tasks.
I got a lot of tips, tricks, hints. And I got the confirmation, that CS is an ‘Advocate’ for our customers and not only an additional support for our service/delivery units. Thanks a lot!
Last week Adam Joseph held a two-day workshop with our Customer Success team to help us bring even more value to the thousands of SEOs and Digital Marketers who trust us every day. Thanks again for sharing your energy and passion for CS with us, Adam!
A fantastic two-day training course that really helped our teams understand how they can help maximise customer value. We already have started to see some impressive results and would recommend the course to anyone wanting to build a world-class CS organisation