Customer Success 101

Name: Customer Success 101
Rating: 4.4 (61 reviews)

Learn the core foundations of one of the fastest growing jobs in technology and earn a job in the field.

Created bySantosh Vadivelu, Fred Leong

Last updated 5/2020

English

What you'll learn

Knowledge to kick-start a career in Customer Success
Helpful prep for Customer Success interviews
The foundations needed to succeed in Customer Success
Information on Customer Success in a Software-as-a-Service (SaaS) organization

Course content

9 sections • 32 lectures • 57m total length

Course Introduction0:59
Introduction to our Customer Success course
Instructor Introduction0:43
Introduction to the course instructors: who they are, what is their prior experience.
Introduce Yourself0:34
An opportunity for you to introduce yourself.

The Ideal CSM Profile2:09
The qualities a great Customer Success Manager possesses.
Domain vs. Customer Success1:08
A quick discussion on the differences between candidates with domain experience and those with customer success experience.
Positioning Yourself for Customer Success2:45
A lot of folks reach out because they don't know how they can make the transition from their current role to one in Customer Success. So let's do an exercise to break it down and better understand how you can leverage your experience to land a role.
Day-to-day of a CSM1:56
The ever-changing day-to-day schedule of a Customer Success Manager typically falls into five major categories.
Customer Journey2:38
The typical customer journey within a SaaS organization.

Finding CSM Roles1:59
Learn how to find customer success roles and how to reach out to professionals already in the field to network.
Interview Process & Preparing for Them2:00
Learn the typical format of an interview for a customer success professional and get an idea of how to prepare for them.
Assignment: Interview Question Prep1:46
Start preparing for questions during interviews.
Quick Tips to Prepare for an Interview1:00
Some quick tips for you to prepare before your interviews. You'd be surprised at how many candidates don't prepare properly and by taking 30 minutes to do a little research, you can get ahead of your competition.
Compensation Structure for CSMs0:33
A quick discussion of the typical compensation structure for someone working in customer success.
Onboarding for CSMs0:45
A quick discussion on the goals for onboarding a customer success manager.

Q&A Introduction0:26
An introduction to the purpose of this Q&A which addresses the questions shared by the students and blog readers.
Q1: How did you get into Customer Success?1:37
Q2: What was the biggest surprise once joining Customer Success?1:42
Q3: What should be the biggest take away for the students here?1:37
Q4: What were some strategies you used to land CS roles?4:47
Q5: Do you have any resume tips?6:30
Q6: What interview tips would you share?5:57
Wrap up0:38

Requirements

There are no requirements for this course.

Description

Customer Success is one of the growing fields in the technology industry, born from the need to retain customers and deliver value. As technology companies continue to rapidly expand, there is an increasing need for Customer Success professionals. Uber, Google, and Microsoft are just some examples of tech companies that now employ customer success professionals and it's a trend that will continue to grow in the future.

This is a high impact course, covering essential topics in a short amount of time and removing the fluff so you get the information you need. You'll acquire the foundations of customer success, how it was started, the tools and metrics, the typical work involved, and the steps to get a job in the field.

What makes this course different from other Customer Success courses?

The course focuses on Customer Success specifically within SaaS organizations that are pioneering this new industry (a perspective missing from other courses). Gain valuable insights from two instructors who have ten years of combined first-hand Customer Success experience at various SaaS companies in North America, Australia, and Europe. During this time, they've interviewed, hired and built Customer Success teams. Using this knowledge, they provide insights on the ideal profile of a Customer Success professional and ultimately landing a role in this field.

Bonus: The course now includes an interactive Q&A session between the instructors addressing the frequently asked questions from the students!

What if I'm already in Customer Success?

The course provides helpful information on the foundations of Customer Success along with useful resources to elevate your current Customer-Success-related conversations.

Who this course is for:

People in organizations curious to learn more about Customer Success
People that want to make a career change into Customer Success and are looking for a solid foundation
Recruiters interested in learning more about Customer Success
Recruiters looking for tips on hiring and finding Customer Success talent

Customer Success 101

What you'll learn

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Course content

Introduction3 lectures • 2min

Introduction to Customer Success4 lectures • 4min

Customer Success Organizations1 lecture • 2min

The Role of a CSM5 lectures • 11min

Kick-starting a Career in Customer Success6 lectures • 8min

Tools and Metrics3 lectures • 4min

BONUS: Resources1 lecture • 3min

Congratulations!1 lecture • 1min

Instructor Q&A8 lectures • 23min

Requirements

Description

Who this course is for: