Certified Customer Success Management Professional (CCSMP)

A practical training experience

Strategy and concepts set the scene and provide the context, but the real value of training comes not from just being taught what to do and why to do those things but how to do them.

Watch a five minute overview of the CCSMP training program

Answering these “what?”, “why?” and all-important “how?” questions is the focus of our CCSMP training program, but we go further than that and also explain when and in what order they should be completed, and provide you with the tools to ensure you perform complex tasks to a consistently high quality whilst simultaneously increasing your productivity and efficiency.

Book a Free Demo of our Practical CSM Academy for Teams

Book Free Demo Now

Topics taught within the CCSMP training program include:

  • What “customer success” is and why it is important
  • What value customer success provides to both the customer and the CSM’s own company
  • How modern businesses function, what the CSM must know about business decision making, and how to work with senior leaders
  • The general skills and knowledge needed by all CSMs and how to gain them
  • The benefits of using a framework together with an overview of the Practical CSM Framework
  • Preparing for a new customer engagement
  • Meeting the customer’s stakeholders and gaining commitment to work with them
  • Using consultative techniques to understand the customer’s initiative and outcome needs
  • Stakeholder management and relationship development
  • The process of initial onboarding for a new customer
  • Helping a customer understand their end user adoption requirements
  • Creating and implementing multi-phase adoption plans
  • Helping the customer to manage change across their organization
  • Helping the customer to measure and report on value and outcome attainment
  • Keeping the initiative on track to ensure value gets realized
  • Maximizing both renewal and expand opportunities and gaining customer advocacy
  • Measuring and reporting back to the business on customer success activities
Semperis - logo

Dov Mendelovich
VP Global Customer Success

I looked for a one-stop-shop for certification and for online training, that people can consume in their own time at their own pace, while I as a manager of the organization can track their progress, and I found that very easy to do with PracticalCSM.com.

I would recommend PracticalCSM.com as a very good starting point for a new Customer Success Organization. The materials are built in a logical order and it provides a very good starting point to teach newcomers to the organization, and to build a common language and common terminology, both inside our organization and actually shared across the CS community.

Webeo - Logo

Will Pagden
Head of Customer Success

“PracticalCSM.com has revolutionised the way we work. The content is superb and really pushes all the CSMs to challenge themselves and work in a much more effective way. In particular I have seen a great improvement in the teams stakeholder management and we are turning a big corner in the value we are getting from each interaction with our customers.

I had scanned the market pretty hard, Rick’s professionalism and approach is what won it for me. The experience of purchasing and using the product has been a joy. I can pick up the phone and speak to someone to make suggestions of how it could be different and they listen and respond. Whilst there are other players in the field that offer “similar offerings” I struggled to find one that got close to PracticalCSM. The management dashboard and the ability to understand where my team were struggling has been a real game changer”

Practical CSM Framework

Framework-based to make life easier