FAQ
Does the CCSMP cover everything I need to become a certified Customer Success Manager? Yes, the CCSMP includes all necessary training and certifications. Navigate to Course Content Tab for the details.
How soon will I get access to the program? You’ll receive your login details within 2 working days, as all students are enrolled manually by our team.
How long does it take to complete the CCSMP? The time it takes to complete the program depends on you. With 60-80 hours of content, studying four hours a week means you could finish in 12-15 weeks (about 2.5 to 3.5 months).
Can anyone become a Customer Success Manager? Yes, there are roles for all levels, from junior positions to Vice President roles. Passing our free online aptitude test means you’re likely capable of holding a CSM role.
How do I know if the CCSMP is right for me? We offer a 14-day full refund guarantee. To qualify, you must have completed up to lesson 1.5 of Module One and not started Module Two. This ensures you can try the program risk-free.
What’s the difference between CCSMP and LinkedIn Learning’s Practical CSM training? The CCSMP is a comprehensive program, offering more than just the 6 hours of video on LinkedIn Learning. It includes extensive training materials, tests, downloadable resources, and culminates in a Level 4 Certificate recognized by top companies like Dell, Canon, and Telstra. Unlike LinkedIn’s certificate of completion, the CCSMP equips you with recognized credentials and a deep understanding of Customer Success Management.
Is the CCSMP entirely online? Yes, it’s a self-study program with all materials available online. Some materials require an internet connection, while others can be downloaded for offline study.
Can I pay in installments? We’re considering an installment payment option. If interested, please let us know at support@practicalcsm.com.
Does completing the CCSMP guarantee a job as a Customer Success Manager? While we can’t guarantee job placement due to various factors, including personal aptitude, we offer a 14-day money-back guarantee for added peace of mind.
What happens after I become certified as a Level 4 CCSMP? Upon completing the training and passing the final exams, you’ll receive your Level 4 CCSMP certificate in electronic format.
Can business owners get a scholarship offer for their team? Yes, but each student must be enrolled individually through our store. Note: This option does not include access to CPD, Team Reporting, or Management features.
Course Content
Level 1 Certification
Module 1: Customer Success Fundamentals This module covers the basics of Customer Success, including its definition, importance, and the role of a Customer Success Manager (CSM). We’ll explore how Customer Success Management can boost sales revenues and profitability, guided by 14 key principles.
Module 2: Business Fundamentals Understanding business fundamentals is crucial for CSMs. This module delves into why businesses exist, how they create value, and the basics of business operations, including expenditure, profits, organization, and strategy.
Level 2 Certification
Module 3: Preparation Preparation is key in Customer Success Management. This module focuses on researching and understanding the customer and preparing them for onboarding, adoption, and value realization.
Module 4: Commitment Achieving high-quality results requires alignment and commitment. This module teaches how to establish effective working relationships, conduct productive meetings, and create a Customer Success Plan.
Module 5: Onboarding A smooth onboarding process is essential. Learn the steps to quickly and efficiently get customers up and running with their purchased solutions, reducing frustration and accelerating time to value.
Level 3 Certification
Module 6: Adoption Planning Adoption planning is critical for ensuring users embrace new solutions. This module covers the process of understanding user needs, workshopping adoption requirements, and creating an adoption plan.
Module 7: Adoption Implementation Focusing on the practical steps for implementing the adoption plan, this module discusses project management best practices, preparing for project kickoff, and managing people and conflicts.
Module 8: Value Realization Helping customers realize value from their solutions is crucial. Learn how to maximize and measure the value attained from solutions, ensuring customer satisfaction and loyalty.
Module 9: Continuous Improvement Continuous improvement is vital for a CSM’s development. This module emphasizes evaluating performance and engagement to refine and improve Customer Success processes.
Module 10: Putting It All Together This final module focuses on identifying and overcoming challenges, adopting a partnering approach with customers, and avoiding common pitfalls in Customer Success Management.
Level 4 Certification
Valid for 2 years post-exam, this level involves two final exams testing knowledge and application of best practices through multiple-choice questions and case studies.
Final Exam Part A & B
- Part A: A timed knowledge test with 60 multiple-choice questions, similar to module-end tests.
- Part B: Tests your ability to apply best practices through eight case study scenarios.
This concise Syllabus is designed to provide a clear overview of the Certified CSM Professional Program’s structure and content, ensuring potential participants understand the depth and breadth of the training offered.
