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Customer Success: Build Loyalty and Drive Retention
Highest Rated
Rating: 4.9 out of 5(24 ratings)
41 students

Customer Success: Build Loyalty and Drive Retention

Reduce Churn, Increase Renewals, and Build Predictable Growth
Highest Rated
Created byLois Egbom
Last updated 7/2026
English
English [Auto],

What you'll learn

  • Transition from reactive "problem solver" to proactive "revenue driver" by mastering the Economics of Success and key retention metrics like NRR and GRR.
  • Build a 1-Page Success Plan and a 90-day value roadmap to align product features with your client’s specific business outcomes and "wins."
  • Master "Power Mapping" to identify Executive Sponsors and deliver high-impact Executive Business Reviews (EBRs) that prove ROI to the C-Suite.
  • Identify "silent churn" indicators and use a tactical 90-day renewal playbook to handle budget objections and secure long-term contract renewals.

Course content

6 sections • 22 lectures • 1h 22m total length

  • Lesson 1.1 The Survival Math5:02

    Merging the CS vs. Support vs. Sales distinction with the "Retention Economy" and the "Success Gap."

  • Lesson 1.2 Owning the Number: NRR, GRR, and Valuation5:30

    Understanding NRR/GRR and your role in the company's valuation.

  • Exercise 1 The Role Audit1:49

    The "Role Audit"—Categorize your last 10 emails as Support (Reactive) or CS (Proactive).


Requirements

  • No prior experience in Customer Success is required. This course is designed to be accessible for beginners. You only need basic business communication skills and a willingness to move from a reactive to a strategic mindset. All templates (Success Plan, Power Map, EBR) are provided within the course.

Description

In the world of SaaS and subscription-based businesses, acquisition is only half the battle. The real growth happens after the initial sale. If you feel like a "glorified support agent" constantly reacting to customer complaints, it’s time to transform your approach.

Welcome to Customer Success Essentials, the tactical blueprint designed to turn you into a proactive Revenue Driver. Whether you are an aspiring Customer Success Manager (CSM) or a founder looking to protect your bottom line, this course gives you the exact framework to identify at-risk accounts and secure long-term renewals.

Why focus on Customer Success?

It is 5x to 25x more expensive to acquire a new customer than to keep an existing one. This course focuses on the "Retention Economy," teaching you how to master Net Revenue Retention (NRR) and bridge the "Success Gap" for your clients.

What you will get:

This isn't just theory. You will walk away with a 30-Day Retention Playbook, including:

  • A 1-Page Success Plan: Align your product to the client’s business outcomes.

  • The Power Map: Identify and influence the C-Suite and Executive Sponsors.

  • EBR Framework: A 5-slide Executive Business Review template that proves ROI.

  • The Renewal Timeline: A tactical 90-60-30 day plan to eliminate renewal surprises.

By the end of this course, you will be able to:

  1. Identify "Silent Churners" using health scoring metrics before they ghost you.

  2. Pivot conversations from "features" to "business value" and ROI.

  3. Manage stakeholders effectively to ensure your account isn't dependent on a single contact.

  4. Handle difficult renewal objections like "we don't have the budget" with proven scripts.

Who this course is for:

  • This course is purpose-built for Aspiring and Junior Customer Success Managers who want a proven system to manage accounts. It is also highly valuable for Account Managers, Support Leads looking to pivot into CS, and SaaS Founders who need a repeatable "Retention Playbook" to protect their company's valuation and reduce churn quickly.

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