Certified CSM Professional (CCSMP)

CCSMP program details

A rigorous, five-level roadmap that takes you from the foundations of Customer Success to a certified, business-focused practitioner, built on the globally published Practical CSM Framework.

Built to a professional standard

Grounded in Bloom’s Taxonomy

Structured for effective adult learning, building from knowledge to applied judgment.

Aligned with ISO/IEC 17024

Built on the international principles for certifying the competence of people.

Independently governed

Overseen by a committee of senior Customer Success leaders.

The five levels

Outcome: move from product expert to business partner.

Modules 1 to 2, Customer Success Fundamentals and Business Fundamentals. What Customer Success is and why it matters, the CSM role, renewals, retention and churn, the 14 Tenets of Customer Success, Customer Lifetime Value, organizational structure, value propositions and the Business Motivation Model.

Format: each module has 11 lessons, 2 workbooks, a scenario-based exercise and a 15-question test with multiple attempts.

You earn 2 shareable badges. Available in CCSMP Basic, Scholar and Full.

Outcome: establish alignment and accelerate time to value across the first 90 days.

Modules 3 to 5, Framework phases 1 to 3: Preparation, Commitment and Onboarding. Research and validate a new customer, move from casual agreement to a formal Customer Success Plan using RACI and stakeholder management, then run the onboarding service model that reaches value fastest.

Tools you get: Customer Research Checklist, Engagement Strategy, RACI Matrix, Stakeholder Management Plan, Customer Success Proposal and the onboarding toolset.

You earn 3 shareable badges. Available in CCSMP Scholar and Full.

Outcome: operationalize change and prove ROI.

Modules 6 to 10, Framework phases 4 to 7: Adoption Planning, Adoption Implementation, Value Realization, Engagement Evaluation, and Putting It All Together. Analyze users’ Knowledge, Skills and Attitude (KSA), build and run the adoption plan, select KPIs and turn usage into measured business value, run root cause analysis (the 5 Whys), and present results through the Executive Business Review and the Customer Success Roadmap.

Format: five modules, each with lessons, workbooks, downloadable tools and a 15-question test. Module 8 alone runs to 22 lessons.

You earn 5 shareable badges. Available in CCSMP Scholar and Full.

Outcome: objective validation of consultative competence, aligned with ISO/IEC 17024.

Exam A: 60 minutes, 50 questions, 75% to pass. Tests your knowledge across all ten modules.

Exam B: 40 minutes, 8 scenario questions, 62% to pass. Tests your ability to apply the framework to real situations.

Retakes: wait 2 days before a second attempt, 2 more before a third; after three attempts, wait 14 days. Each retake draws a different set of questions.

Pass both to become a Level 4 Certified CSM Professional. Available in CCSMP Scholar and Full.

Outcome: keep an elite edge as the discipline evolves, and keep your certification current.

CPD all-access: a growing library of 1000+ CPD items and 300+ hours. Curated CPD paths (Scaling Customer Success, CS Leadership Skills, CSM Power Skills, Driving Tech Startup Growth, the CX Field Manual and more), a searchable content library, a live events calendar, topic suggestions and CPD self-certification.

Recertification: a dashboard tracks your progress toward the 40 hours of CPD required every 12 months from your certification anniversary to keep Level 4 current.

Included with CCSMP Full.

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