Certified Customer Success Manager Level I, Course

General Course Outcomes

• Develop a clear understanding of the importance of customer success in an organization’s success as well as the role of a customer success manager in the process.
• Attendees will learn about the concept of journey planning and how a success plan can be used to illustrate the different milestones within the customer journey
• Learn a structured approach on how to establish relationships with existing customers.
• Establish storytelling and active listening techniques to learn and engage with the customers in strategic conversations to deliver better business outcomes.
• An introduction to the methods used to calculate and measure the metrics of effectiveness within the customer success industry

Who Should Enroll

Jumpstart your career as a Customer Success professional with CCSM Level 1, perfect for first-time job seekers, career changers, new CSMs, and customer-facing pros. Master a proven Customer Success playbook to elevate customer experiences, boost retention, and grow revenue.

Fantastic CSM Certification! The Certified Customer Success Manager (CCSM) Level 1 Program is a great introduction to the Customer Success Industry."

Patrick Sanders Docebo, Customer Success Manager

Course Date

March 20 - May 29, 2025

Topics Covered

• Introduction

• Mastering Customer Success Key Concepts
• Thinking like a Customer
• Designing for Onboarding Success
• Building Account Success
• Delivering Impactful Business Reviews
• Re-engaging Disengaged Customers
• Managing Account Relationships
• Applying a Consultative Approach
• Driving Disciplined Execution
• Navigating Internal and External Escalations
• Handling Tricky Customers
• Understanding Customer Success Metrics

Instructor

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Andrew Marks
Co-Founder, COO & CPO SuccessHACKER

Andrew Marks has spent 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.

LinkedIn profile

Costs

• Course: US $1,695 per level
• USF Students, Alumni, and Staff: US $1,186 (30% Discount) per level
  Reach out to executiveimmersion@usfca.edu to get your promotion code.
• Discounted pricing also available for groups greater than 3 people.

For more information email coaches@successcoaching.co.

All participants are required to participate in the program in its entirety and adhere to a professional code of conduct.