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Customer Success
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Customer Success Certification Online Training

Rick Adams

Rick Adams is an independent author, trainer and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Having delivering training and consultancy to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri.

Adams’ recent work includes the development and delivery of a global certification program on customer success management for Cisco Systems Inc. His book titled ‘Practical Customer Success Management: A best practice framework for managers and professionals’ was recently published by Routledge and is available from Amazon and all other good book retailers. His current interests includes helping individuals and companies develop best practices in customer success management and in business outcomes focused selling.

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Team Reporting Tool

Certified Customer Success Manager Professional (CCSMP) Videos

Watch Overview of Certified Customer Success Manager Program with Rick Adams

Four Core Components of
the Practical CSM Academy

Complete program utilizing four different approaches
to suit every learning style

Professional Certification Program

Our Certified CSM Professional course is based on the Practical CSM Framework and offers professional-level certification within a structured roadmap of ten interactive, self paced modules, with a final exam to prove professional competence.

Comprehensive Online Learning Library

We have hundreds (literally) of bite sized learning assets including videos, podcasts, articles, checklists, templates and more. Our fully indexed and searchable database allows you to quickly and easily access the precise topics you need.

Live Instructor-Led Training

Join us for one or more of our live training events each month that cover a full range of CS-related topics at all levels from beginners to advanced. You can even request a specific topic and we’ll do our best to cover it for you in a future event.

The Successopedia

Find answers to frequently asked questions in the FAQs section, look up jargon in our comprehensive glossary of CS-related terminology, and get personalized help on any CS-related topic by sending your questions to our panel of experts.

Join the Academy

Professional Certification Program

Our Certified CSM Professional course is based on the Practical CSM Framework and offers professional-level certification within a structured roadmap of ten interactive, self paced modules, with a final exam to prove professional competence.

Comprehensive Online Learning Library

We have hundreds (literally) of bite sized learning assets including videos, podcasts, articles, checklists, templates and more. Our fully indexed and searchable database allows you to quickly and easily access the precise topics you need.

Live Instructor-Led Training

Join us for one or more of our live training events each month that cover a full range of CS-related topics at all levels from beginners to advanced. You can even request a specific topic and we’ll do our best to cover it for you in a future event.

The Successopedia

Find answers to frequently asked questions in the FAQs section, look up jargon in our comprehensive glossary of CS-related terminology, and get personalized help on any CS-related topic by sending your questions to our panel of experts.

Testimonials

Corporate Testimonials

Case Study & Testimonial from Intellishift Trailer

Case Study & Testimonial from Intellishift Full Version

Customer Success Training, Certification & CPD Testimonial from Talkwalker

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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.

Dinu Ionescu
VP Operations

“We selected the Practical CSM Academy because we needed a training solution that would provide team members with a better understanding of the role, processes, and best practices within the Customer Success profession and that would help us to develop their skills.

The feedback so far from my CS team has been great; everyone likes it and we have already obtained a lot of value from the program.”

Brittany Shaw
Director of Customer Success

“Practical CSM was recommended to me by multiple contacts within my Customer Success network. We did our due diligence in selecting a training platform, and the in-depth study, accompanying textbook, and the broad application of Customer Success beyond SaaS were clear winning factors for us.

Having completed all modules and final exams, I can now say that the program met and exceeded all of my expectations. I have thoroughly enjoyed the content ad I would not hesitate to recommend it to other CS leaders.”

Sreeram Warrier
Customer Engagement Executive
SAP India Pvt Ltd

“The Certified CSM Professional (CCSMP) program is a great certification for anyone that cares about customer success. For those who are already in a CSM role it both sharpens and proves their tools and skills, whilst for non-CSMs it provides the necessary foundation for moving into the profession.

The key differentiator is Rick Adams’ knowledge of and passion for Customer Success, and his ability to explain difficult topics and to connect with his students. This is one certificate I am truly proud of, and I will be hanging it on my wall for all to see!

Michael Rivisto
Senior Vice President Customer Success and Services

“We chose to go with Practical CSM as our training provider partly because of the fantastic reviews from others within the CS profession, partly because the content is the best out there, and partly because of the passion and excitement Rick and his team has for Customer Success and their commitment to training and supporting the next generation of CS leaders.

We had a number of requirements from the training and certification program, including to broaden the skillset of our current employees, to merge education concepts into real life working practices, to provide ongoing reference material to assist with difficult situations and to create a solid CS foundation for new hires.

Whilst it’s still very early days for us, we are very excited to be one of Practical CSM’s most recent customers and we look forward very much to measuring the results that we anticipate from the training that our team will be undergoing.”

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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”

Online Training for Customer Success Teams

Team Managers

Our comprehensive, framework-based, online certification courses and additional training content enables your entire team to work to a consistent, high quality standard. It covers all aspects of the customer success role in order to increase productivity and quality.

As a Team Manager you will be able to set meaningful training targets for your existing team members. You can motivate and inspire your team to learn and to improve their skills.

You will find it far easier than before to onboard new team members and get them up to speed quickly.
Our reporting module helps you manage and coach your team, and will generate the evidence you need to prove the ROI from your training investment.

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Frequently Asked Questions

To an extent the length of time it takes you to complete all four ten training modules and pass all four certification levels is up to you. Your fees include 12 months access to the Practical CSM Academy, but most people should be able to complete the program with three to six months or maybe even faster if they study the program full time
Not everyone is cut out to be a CSM, and so if within the first 30 days you try out our training and find for whatever reason that it’s not for you, you can let us know and we’ll give you a refund in full. Our only stipulation is firstly that you have completed the first module, and secondly that you have not started the third module. After all, we are selling an information product and trying out the first two modules will be sufficient for you to know whether the program is for you or not.
Yes, this is a self-study program and all of the materials are available online via the Practical CSM Academy website. Some of the materials you must study whilst actually connected to the Internet, other materials you can download and study remotely (for example whilst travelling).
Absolutely! During the live training and coaching sessions you will be able to put your own questions directly to our expert trainers and coaches, and you can also submit your questions to us at any time via the community forum.
Like most professional training and certification programs, the CCSMP program is charged for up front in advance. However we do sometimes offer our students the ability to spread the payment over two instalments. To view our current fees and payment options please see above. For one to one advice please email us at student@practicalcsm.com

We are very confident that (like all our customers) you will be really pleased with your purchase. But if you purchase membership to the Practical CSM Academy and then find you do not like it, simply let us know within 30 days of your purchase and we will cancel your membership and refund your money in full. Because what we sell is an informational product we do have certain rules around this. Firstly, you must have completed at least the first 5 lessons within Module One (so we know you have given it a proper trial). Secondly you must not have started Module Two (so we know you haven’t already received all the information and want to have it for free).