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Customer Success Basics by Practical CSM
Rating: 4.5 out of 5(66 ratings)
596 students

Customer Success Basics by Practical CSM

Customer Success basic principles made simple and effective, taught by a leading global expert in the field.
Created byMarek Malinowski
Last updated 2/2025
English
English [Auto],

What you'll learn

  • Understand the fundamentals and importance of Customer Success and its management.
  • Learn to develop and execute effective Customer Success strategies and measure outcomes.
  • Master the role of a Customer Success Manager and their impact on retention and churn.
  • Gain skills in customer advocacy, stakeholder engagement, and internal evangelization.
  • Equip yourself with practical abilities that are critical to the Customer Success role.

Course content

1 section • 12 lectures • 58m total length

  • Overview2:34

    Explore the fundamentals of customer success and the role of the CSM. Discover the 14 tenets guiding customer success to boost sales, revenues, and profitability.

  • What is Customer Success Management6:41

    Customer success drives renewals by ensuring customers attain real value from products and services and achieve their desired outcomes, especially under monthly or annual contracts.

  • How Does Customer Success Work?4:59

    Discover how customer success drives revenue through retention, renewal rate and renewal value, reduces churn, and expands land and expand opportunities while increasing customer lifetime value and advocacy.

  • Customer Success and Different Business Types5:01

    From the customer success manager's view, this lecture explains renewal and repeat purchases beyond contracts and non‑as‑a‑service models, and why defining customers' outcomes first enables CSMs to drive value.

  • Land and Expand Sales Motions4:30

    Explore land and expand sales motions: win new customers and expand within existing accounts, while customer success drives value, reduces risk, and unlocks additional revenue.

  • Customer Success and Customer Lifetime Value (CLV)3:36

    Discover how to measure customer lifetime value by multiplying average annual purchases by average customer lifetime, and how customer success managers boost CLV through renewals, retention, and long-term value.

  • Customer Success and Customer Advocacy1:58

    Explore how customer advocacy drives referrals, case studies, and social media mentions to boost sales. Learn how customer success managers increase advocacy by helping customers achieve outcomes that attract business.

  • Tenets of Customer Success - Part 1 of 56:50

    Learn how customer success teams create value for the company and maximize ROI by guiding product adoption, measuring outcomes, and balancing customer needs with business goals.

  • Tenets of Customer Success - Part 2 of 56:04

    Discover how customer success managers research a client’s business and industry, apply Porter's value chain and KPI analysis, and guide stakeholders through onboarding to achieve outcomes.

  • Tenets of Customer Success - Part 3 of 55:39

    Csms educate customers on features and value in context to support onboarding and adoption among stakeholders. They balance training with other duties using communication and influencing skills to drive value.

  • Tenets of Customer Success - Part 4 of 55:35

    Learn how customer success managers develop onboarding, adoption, and value plans, apply basic project management, and navigate negotiation and saying no to guide value generation.

  • Tenets of Customer Success - Part 5 of 54:47

    Learn how customer success managers unlock value for existing customers by spotting new needs, guiding value realization, and applying the practical CSM framework through 14 core tenets and outcomes attainment.

Requirements

  • There are no specific prerequisites for this course. It is designed for beginners and professionals alike. All you need is a keen interest in customer success and a willingness to learn. A basic understanding of business principles and familiarity with common business tools will be beneficial but not necessary.

Description

New to customer success management (CSM)?

This course can help you get up to speed with the fundamentals. This course address what CSM is and why it's important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Collectively, these tenets outline the role of the CSM in ensuring that customer success occurs and that its benefits are realized by both the CSM's own company and its customers. This course can be taken on its own as an introduction to the topic, or as one in a series of courses from Practical CSM that build upon each other to cover the entirety of customer success management best practices in greater detail.


In the Customer Success Fundamentals section, you will explore the key concepts that define Customer Success Management. This section answers essential questions, such as:


  • What is Customer Success, and why is it important?

  • Who is Customer Success important to?

  • What is Customer Success Management?

  • What types of sales situations does Customer Success Management apply to?

  • How can Customer Success Management help to increase a company’s sales revenues?

Who this course is for:

  • This course is ideal for jobseekers new to customer success, professionals in customer-facing roles looking to pivot their careers, and anyone interested in understanding and mastering customer success management.
  • It is also valuable for current Customer Success Managers aiming to enhance their skills and effectiveness.

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