Certified Customer Success Management Professional (CCSMP) – Practical CSM Academy For Teams

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.

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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
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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.

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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

The CCSMP certification program is based on the Practical CSM Framework – a best practice framework that covers the entire spectrum of customer success tasks right through the entire customer lifecycle.

Having the Practical CSM Framework at your back is like having a spare pair of helping hands to assist you in the performance of your duties. It reminds you what needs to be done next, it explains the steps needed to perform each task and it provides you with clarity around how to manage your time and activities to maximize the positive impact you can create both for your customers and for your own company.

Book a Free Demo of our Practical CSM Academy for Teams

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What’s Included within the CCSMP Program?