Practical CSM Framework PDF

The purpose of the Practical CSM Framework is to provide simple to follow and highly practical, step-by-step guidance for CSMs to follow. Following this guidance enables CSMs to perform all of the essential tasks shared by the majority of CSMs in a way that ensures consistency of end results for customers as well as increasing each CSM’s own productivity levels and reducing problems arising from errors and/or omissions.

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Overview of the Practical CSM Framework

Three Stages and Seven Phases

Practical CSM Framework
Practical CSM Framework - Workshop

Practical Guidance Within Each Phase
Within each phase, the CSM will find a list of tasks to accomplish, together with practical, step-by-step help and advice for actions to take to perform all of the tasks needed to successfully complete the phase.

Fully Customizable to Fit Your Requirements
Every organization is unique, and the Practical CSM Framework was designed with this in mind. The purpose of the framework is not to dictate to your company what tasks to do or what actions to perform. Rather, it is there to provide structure and guidance for you and your team to develop it’s own best practices.

Using the Pareto Principle (ie the 80/20 rule), you can immediately apply the majority of the framework directly, and customize any aspects of it that are necessary to make it fit your specific needs.


Rick Adams

CEO & Founder of Practical CSM

Watch an Introduction to the Practical CSM Framework

Download our Free Practical CSM Framework PDF

The Practical CSM Framework divides the CSM’s core duties and responsibilities into seven phases, contained within three stages

What is more, the Practical CSM Framework is COMPLETELY FREE TO USE


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

I would recommend 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

“ 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”

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Individual Member Testimonials

The Academy is a very well organized learning platform, and the content is both easy to understand and enjoyable to use.

Tamara Garcia Ramos, Customer Success Manager, Bdeo

The platform is very easy to navigate, and the style and format of the video lessons is highly engaging.

Gereint Collier, Head of Client Success, ITGL

I would highly recommend the Practical CSM Academy to anyone who is looking for training and certification on Customer Success best practices.

Jayson Garcia, Customer Success Manager, OSIsoft

I’ve just completed my ‘Specialist’ certification on the Practical CSM Academy. Thank you for creating such a practical and useful platform for CS professionals.

Ankit Aggarwal, Customer Success Manager, LeadSquared

“I have just started following your “CSM Basics” course and it is a joy. Thank you so much for making it! As a new CS professional, I find it invaluable. I was beginning to lean towards DevOps but now I am going to continue in Customer Success! :)”

Shubham Aggarwal, Customer Success Engineer, DevFactory

“This training program […Transition to Customer Success…] helped me understand how to present my existing skills and competencies for a customer success role, and the interview practice has made me feel more confident and relaxed going into real interviews.”

Sarah Hudspeth

“I have recently completed Level Two of the CCSMP program and I am really enjoying it – your way of teaching is excellent!”

Swati Choudhary, Customer Specialist, Edureka

“Always a good idea to consolidate on the basics! Great certification program by Rick Adams and
Full steam ahead to becoming a Certified Customer Success Management Professional.”

Sowande Snagg, Channel Manager

This is a well thought out portal containing detailed training content – I would definitely recommend it for all CS teams.

Karan Chaudhary, Engagement Director,  Aodigy

“Finished the course “Customer Success Management Basics”! Thank you, Rick Adams, you explained customer success in an easy to understand way that makes your content simple to follow.”

Craig Davies, Customer Expert Specialist

First impressions… I gotta say – WOW it’s fantastic – love the production! Can’t wait to wrap myself up in the content!

Brenda Tinius, Cloud Migration Proj Manager, AWS

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