Customer Success Training for CustomerSuccessBox users
- Best practices from across the industry
- Natural technology implementation
- Motivator for CSMs to join your SaaS
- Reduce churn and increase renewals
Why become a Certified Customer Success Manager (CCSM)?
We, at CustomerSuccessBox, realize that there is no easy way when it comes to delivering customer success. Reducing churn and increasing recurring revenue requires more than good looking dashboards and reading good content.
To deliver success, you must hire highly skilled Customer Success Managers (CSMs) who understand the customer success practices. They must have the proper mindset and the knowledge to apply the best practices. And this requires state of the art customer success training.
Hence, we are excited to have forged a partnership with one of the leading players in the customer success training space, SuccessCOACHING.
SuccessCOACHING shifts the focus away from providing general information about the “why” and the “what” of Customer Success, to delivering practical, proven methods and practices that provide the “how” of delivering success via CustomerSuccessBox.
With this partnership, CustomerSuccessBox will not only be a technology platform but also become a holistic solution for SaaS businesses looking to use technology and training to elevate their customer success practice to a world class level.…. Read More
Why should you care about SuccessCOACHING?
- Scale your Customer Success team without worrying about the bandwidth to train the new CSMs
- Learn from best practices from across the industry
- Bring everybody in the success team and the company on the same page
- Motivator for new employees to join your customer success team
- Tech implementation will become natural – rolling out CustomerSuccessBox will be much simpler as your team will know the ‘why’, the ‘what’ and the ‘how’
All CustomerSuccessBox end users would have access to a comprehensive Customer Success Curriculum covering all the essential skills of Customer Success Management.
SuccessCOACHING Certified Customer Success Manager (CCSM) training courses leverage industry-leading curriculum to teach and certify CSMs on the practices that enable them to effectively engage, manage and retain their customers.
The Team behind CCSM
Co-Founder & CEO
Todd Eby is an acknowledged expert on the building and scaling Customer Success programs and teams through all phases of growth. He utilizes his 20+ years of experience to promote one simple truth; Successful Customers = Successful Business.
His innovative approach to Customer Success has made him one of the most recognized thought leaders and influencers in the Customer Success industry.
Co-Founder & COO
Andrew Marks has spent nearly 25 years in high tech, mostly building highly effective post-sales organizations that drive customer lifetime value and improved customer satisfaction.
Since founding SuccessHACKER, Andrew has spent a good portion of his time matching people to Customer Success roles from individual contributors to senior executives.
Learning and Development
James Scott is General Partner at SuccessHACKER where he runs the global CSM Training & Certification program. He has over a decade of experience helping companies deliver better customer outcomes and experiences.
Over the course of his career, he has interviewed, hired and mentored hundreds of Customer Success professionals.
Aaron Thompson has dedicated his career to helping companies improve retention rates, increase recurring revenue, and recoup customer acquisition costs.
His background developing and executing training and implementation programs, managing technical support staff and then leading Customer Success for B2B SaaS companies, has uniquely positioned him to deliver the best-in-class SuccessCOACHING curriculum with real-world experience.
Certified Customer Success Manager Training Curriculum
The curriculum focuses on the foundational knowledge all CSMs need to effectively engage, manage and retain their customers.
( Already a User? Apply here.)
Where did Customer Success come from and what is involved in its delivery? We’ll cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.
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.
Let’s 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.
Customer Success is a journey and the road to success is always under construction. Learn the benefits of a strategic approach to account planning and come away with the knowledge and skills to develop a Success Plan that delivers.
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.
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.
You’ll learn advanced strategies and techniques for managing your accounts. We will introduce you to an expanded set of account planning tools and templates that will enable you to establish the right relationships with the right stakeholders.
Discover the needs of your customer and put them first. 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.
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.
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.
Some customers are trickier to work with than others. Customers come in a variety of shapes, sizes, and styles and 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.
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 understand what they mean and how to calculate them.