Certified CSM Professional Full
$617.00 Original price was: $617.00.$462.75Current price is: $462.75.
25% Off
The most comprehensive Customer Success certification we offer. Includes full training across Levels 1–4 plus CPD tracking and team-ready reporting tools.
What’s included:
- 10 certification modules + 2-part final exam
- Scenario-based workbooks, tools, and exercises
- CPD hours tracking and time logging
- Team activity monitoring features
- Shareable badges for each completed module
- Certified CSM Professional (Levels 1–4) certificate
- 12-month online access
Best for:
Professionals needing CPD hours, managers preparing for promotion, and CS teams requiring structured learning with oversight capabilities.
Study time: 100-120h
Level: Advanced
Access: 12-month
Certificate: Professional
Certification level: 1-4 + CPD
Shareable Badges: 10
Master Customer Success Management and Track Your Professional Development
CCSMP Full is our most advanced training and certification package—designed for professionals who want more than knowledge. It’s for those who want structure, credibility, and tools for long-term growth.
Built on the Practical CSM Framework and trusted by teams around the world, CCSMP Full includes everything from the Scholar program, with the added benefit of CPD tracking, time logging, and team activity reporting.
Whether you’re pursuing professional development hours, preparing for leadership, or rolling out structured onboarding at scale—this program delivers.
What You’ll Get:
- Complete access to 10 Customer Success training modules
- Downloadable workbooks, scenario-based exercises, and tools
- Tests after each module and a 2-part final exam
- A Certified CSM Professional (Levels 1–4) certificate
- A verified, shareable digital badge for each completed module
- CPD hours tracking and personal time logging features
- Optional team reporting dashboard for group rollouts
- 12-month access to the entire program
Who It’s For:
- CS professionals seeking a complete training and certification experience
- Individuals who need to track CPD hours for internal or external development requirements
- Team leaders looking to onboard, upskill, and report on team training progress
- Senior CSMs, aspiring CS leaders, and those who want to stand out with full credentials
Why Choose CCSMP Full? This isn’t just a course—it’s a strategic career investment. You’ll not only gain practical, real-world CS training but also tools to demonstrate your growth over time. It’s perfect for professionals who want certification and measurable progress.
Take control of your Customer Success career.
Get CCSMP Full today and unlock full certification, CPD support, and long-term value.
Content
Level 1 Certification
Module 1: Customer Success Fundamentals This module covers the basics of Customer Success, including its definition, importance, and the role of a Customer Success Manager (CSM). We’ll explore how Customer Success Management can boost sales revenues and profitability, guided by 14 key principles.
Module 2: Business Fundamentals Understanding business fundamentals is crucial for CSMs. This module delves into why businesses exist, how they create value, and the basics of business operations, including expenditure, profits, organization, and strategy.
Level 2 Certification
Module 3: Preparation Preparation is key in Customer Success Management. This module focuses on researching and understanding the customer and preparing them for onboarding, adoption, and value realization.
Module 4: Commitment Achieving high-quality results requires alignment and commitment. This module teaches how to establish effective working relationships, conduct productive meetings, and create a Customer Success Plan.
Module 5: Onboarding A smooth onboarding process is essential. Learn the steps to quickly and efficiently get customers up and running with their purchased solutions, reducing frustration and accelerating time to value.
Level 3 Certification
Module 6: Adoption Planning Adoption planning is critical for ensuring users embrace new solutions. This module covers the process of understanding user needs, workshopping adoption requirements, and creating an adoption plan.
Module 7: Adoption Implementation Focusing on the practical steps for implementing the adoption plan, this module discusses project management best practices, preparing for project kickoff, and managing people and conflicts.
Module 8: Value Realization Helping customers realize value from their solutions is crucial. Learn how to maximize and measure the value attained from solutions, ensuring customer satisfaction and loyalty.
Module 9: Continuous Improvement Continuous improvement is vital for a CSM’s development. This module emphasizes evaluating performance and engagement to refine and improve Customer Success processes.
Module 10: Putting It All Together This final module focuses on identifying and overcoming challenges, adopting a partnering approach with customers, and avoiding common pitfalls in Customer Success Management.
Level 4 Certification
Valid for 2 years post-exam, this level involves two final exams testing knowledge and application of best practices through multiple-choice questions and case studies.
Final Exam Part A & B
- Part A: A timed knowledge test with 60 multiple-choice questions, similar to module-end tests.
- Part B: Tests your ability to apply best practices through eight case study scenarios.
CPD Library Access (300+ Hours of Content)
CCSMP Full includes access to our expansive CPD Library—an indexed, searchable collection of over 300 hours of short-form learning. The library features videos, podcasts, articles, checklists, and templates covering both foundational Customer Success skills and deeper professional development topics like stakeholder management, data analysis, time management, storytelling, and leadership. Learners can follow curated CPD Paths like Basic Skills for CSMs and Becoming the Best Possible CSM, or browse freely. Team managers can track engagement across their team, with content assignment features currently in development.
Syllabus
Customer Success Fundamentals
- What is Customer Success and Why is it Important?
- What is Customer Success Management?
- Why Invest in Customer Success Management?
- How Does Customer Success Work?
- The Role of the Customer Success Manager
- Understanding Outcomes and KPIs
- Treating your Customer as your Business Partner
- Is Customer Success the same as Customer Happiness?
- Why is Customer Success Management Becoming More Important?
- How does Customer Success Management help tRealize Business Value?
- Where dCSMs fit within the Wider Organizational Structure?
- Customer Renewals and Retention/Churn
- Customer Success in Different Business Types
- Land and Expand Sales Motions
- Customer Lifetime Value (CLV)
- Customer Advocacy
- What is your organization’s customer success strategy?
- What is your role in helping tfulfil your organization’s customer success strategy?
- What assets and resources are available thelp you?
- How will you plan and manage your time?
- Internal evangelization of customer success management
- The RAPAE Task Model – a way tcategorize CSM activities
- Research, Analysis and Planning as Enablers of Action
- Understanding the Critical Path
- Introducing The Practical CSM Framework
- How should the Practical CSM Framework be used?
- Getting in Front of Senior Management and ‘C’ Level
- Customer Stakeholders
- The 14 Tenets of Customer Success
- Reflecting on your own knowledge, skills and experience
Business Fundamentals
- What is meant by the term “business fundamentals”
- Why an understanding of business fundamentals is essential tmany (if not all) customer success managers
- Why businesses exist and how they fulfill this purpose
- How value is generated for the business’s owners
- Wh(besides owners) businesses generate value for, and why this is important
- How businesses calculate both their expenditure and their profits in order tgenerate an “annual return” statement
- Understanding customer segmentation
- Understanding value propositions
- How customer segmentation relates tvalue propositions
- How businesses are structured and managed
- Management Levels and Decision Making
- A review of a typical company org chart
- What is meant by the term “business capability”
- How the concept of business capabilities can be used tdefine and understand everything that a business does
- Why businesses are constantly needing tchange, with examples tillustrate how this works in real life
- Vision and strategy formulation and how it occurs in a modern business
- An overview of the BMM (Business Motivation Model), including discussion on each component of the BMM and how they come together tcreate meaningful change within a business
Preparation
- What is PCSMF Phase 1: Preparation all about?
- Defining the customer engagement
- Accessing information
- Internal handover
- Customer information
- Solution information
- Initiative information and customer outcome requirements
- CSM outcome requirements
- Stakeholder information
- Third parties and project status
- Managing information gaps
- Formulating an engagement strategy and roadmap
- Tools for PCSMF Phase 1: Preparation
- Providing a Joined Up Customer Experience
- Sources for Researching Customer Information
- Selecting & Validating Customer Information
- Information to Research
- The Customer Research Checklist Tool: Overview
- The Customer Research Checklist Tool: Customer Tab
- The Customer Research Checklist Tool: Solution Tab
- The Customer Research Checklist Tool: Initiative Tab
- The Customer Research Checklist Tool: Stakeholders Tab
- The Customer Research Checklist Tool: Progress Tab
- The Customer Research Checklist Tool: Utilization
- Engagement Planning & Engagement Strategy Tool
- Engagement Strategy: Priority, Complexity & Maturity
- Engagement Strategy: Outcomes, Milestones & Measurements
- Engagement Strategy: Activities & Roadmap
Commitment
- What is PCSMF Phase 2: Commitment all about?
- The customer commitment process
- Communicating with the customer
- The initial customer meeting
- Developing a stakeholder management strategy
- Tools for PCSMF Phase 2: Commitment
- Working With the Customer: Key Concepts
- Working With the Customer: Credibility & Rapport
- The Customer Success Proposal
- Meetings Best Practice
- Consultative Questioning
- Using the RACI Matrix
- Using the Stakeholder Management Matrix
- Creating a Stakeholder Management Plan
- Completing the Customer Success Proposal
Onboarding
- What is PCSMF Phase 3: Onboarding all about?
- Understanding onboarding
- Generic and customized onboarding models
- Onboarding as a professional service
- Tools for PCSMF Phase 3: Onboarding
- What is “Onboarding”?
- Why is Onboarding Important?
- Onboarding Vs Adoption Vs Value Realization
- Selecting an Onboarding Service Model
- Using a Generic Onboarding Service Model
- Using a Customized Onboarding Service Model
- Onboarding Services at Your Company
- Four Influencers of Onboarding
- The Customer Onboarding Scoring Matrix
- Onboarding Discussions with the Customer
- Customized Onboarding and Full Adoption Services
- Three Choices for Onboarding: Generic, Customized or Fully Bespoke
- Information for Generic Onboarding
- Information for Customized Onboarding
- Managing the Onboarding Process
- Developing the Right Onboarding Services
Adoption Planning
- What is PCSMF Phase 4: Adoption
- Planning all about?
- Understanding Impacted Users
- Research Techniques
- CSM Involvement in Adoption Research
- Working with multiple stakeholders
Step 1: Determine Adoption Requirements
Step 2: Identify Process Changes
Step 3: Define Impacted Groups (IGs)
Step 4: Document Practical Considerations
Step 5: Determine Communication, Training and Support Requirements
Step 6: Capture Adoption Barriers and Risks
Step 7: Create Outline Adoption Plan
Step 8: Create Adoption Proposal and Gain Acceptance
Step 9: Complete Full Adoption Plan and Publish Adoption Roadmap - Activities and Outputs for PCSMF Phase 4: Adoption Planning
- Defining Adoption & the Importance of Adoption
- Adoption Pilots and Phases
- Adoption and Change Management
- The ADKAR Change Management Model
- Knowledge Skills & Attitude (KSA) Concepts
- Directly & Indirectly Impacted Users
- Research Techniques: The Workshop
- Getting the Adoption Requirements Agreed
- The Role of the CSM in Adoption Planning
- The Adoption Planning Process
- Adoption Planning Tools: Existing Tools
- Adoption Planning Tools: General
- Adoption Requirements
- Adoption Planning Tools: Capabilities & Processes
- Adoption Planning Tools: Impacted Groups
- Adoption Planning Tools: Adoption Activities
- Adoption Planning Tools: Practical Considerations
- Adoption Planning Tools: Adoption Barriers
- Adoption Planning Tools: Adoption Risks
Adoption Implementation
- What is PCSMF Phase 5: Adoption
- Implementation all about?
- Project Management and the Role of the CSM
- Benefits of a Multi-Phased Adoption Program
- Preparing for Project Kick-Off
- Managing People
- Managing Tasks
- Measuring and Reporting
- Handling Problems
- Dealing with Change
- Completing the Project
- Tools for PCSMF Phase 5: Adoption Implementation
- Activities and Outputs for PCSMF Phase 5:
- Adoption Implementation
- Adoption Implementation Roles
- Project Management Principles & Best Practices
- Preparing for Project Kick-Off
- Managing People
- Managing End User Conflict
- Adoption Task Management
- Work Breakdown Structure (WBS)
- Understanding The Critical Path Method (CPM)
- Using The Critical Path Method (CPM)
- Applying WBS and CPM to an Adoption Initiative
- Adoption Activity Measurement & Reporting Overview
- Targets, Baselines and Milestones
- Adoption Reporting
- Handling Problems During Adoption
- Problem Handling Best Practice Steps 1 to 6
- Adoption Project Completion
- Readiness for Value Realization
Value Realization
- What is PCSMF Phase 6: Value Realization all about?
- Comparative Duration of the Value Realization Phase
- Balancing the Needs of Multiple Customers
- Helping Customers to Realize Their Value
- Maximizing Renewals
- Upselling and Crosselling
- Feedback and Advocacy
- Has Everything Been Done?
- Tools for Practical CSM Framework Phase 6: Value Realization
- Activities and Outputs for Practical CSM Framework Phase 6: Value Realization
- Promised and Anticipated Value
- Determining the Value Generated
- Direct Value (Direct Benefits)
- Value is Not Always the Same
- Consultative Questioning
- Selecting Key Performance Indicators (KPIs)
- Problems With Value Realization
- Where Does Value Come From?
- Knowledge is Power
- Progress Towards Outcome Attainment
- Steps in the Performance Management Process
- Defining the Outcome Requirements and KPIs
- If Stakeholders Don’t Know What They Want…
- If Stakeholders Don’t Agree Between Them as to What They Want…
- Converting Indirect Value into Direct (Financial) Value
- Working to the Customer’s Agenda
- Suppliers Need Customers to Remain as Customers
- Realizing Value Vs Attaining Value
- What is the Customer’s Agenda?
- Problem Solving: What if the Value is Not Being Attained?
- What is Root Cause Analysis?
- Root Cause Analysis Steps
- Five “Why?”s and the Cause and Effect Diagram
- The Role of the CSM in Sales Activities
- Using Consultative Questioning to
- Determine Outcome & KPI Requirements
- Reporting on Progress Towards Outcome Attainment
- Reporting on the Financial Returns from the Investment
Engagement Evaluation
- What is PCSMF Phase 7: Engagement Evaluation all about?
- The importance of reviewing CSM activity
- Increasing the customer success management knowledge base
- Updating personal and team best practices
- Templating common process steps
- Improving your own CSM practice
- Working with quarterly activity targets
- Improving your Team’s practice
- Celebration of Success
- Activities and Outputs for Practical CSM
- Framework Phase 7: Engagement Evaluation
- Overview of the Executive Business Review (EBR)
- Cadence & Attendees the Executive Business Review
- Structure of an Executive Business Review
- Executive Business Review Best Practice
- Getting Senior Stakeholders to Attemd
- What Value Has the Customer Received From this Engagement?
- What Value Has the Supplier Received From this Engagement?
- What Value Has the CSM Received From this Engagement?
- Using the Engagement Evaluation Tool
- Using the Personal Evaluation Tool
- The Customer Success Roadmap
- Example Customer Success Roadmap
Putting It All Together
- Who Benefits from Customer Success Management?
- Common CSM Traps and Pitfalls
- Customer Success is the Jewel in the Customer Experience Crown
- The Future of Customer Success
- Glossary of Essential Customer Success Management Terminology
- The Customer Success Knowledge base
- Using a Best Practice Framework
- Using Tools & Templates
- Customer Success Management as a Sales Feature
- The Partnering Approach
- The “Shared Risks, Shared Rewards” Model
- Pitfall 1: Doing Too Much for Each Customer
- Pitfall 2: Not Leaving Time for Continual Professional Development (CPD)
- Pitfall 3: Not Understanding Your Own Company’s Customer Success Strategy
- Pitfall 4: Focusing on Technical Instead of Business Issues
- Pitfall 5: A Lack of Insight Into Your Customer’s Business
- Pitfall 6: Too Much Time Spent Doing Admin
- Pitfall 7: Lack of Best Practice Resources Such as Frameworks, Tools & Templates
Sample Video
📘 Knowledge Module Sample
How Does Customer Success Work?
Discover how Customer Success creates value by supporting long-term customer outcomes and why it’s essential in today’s subscription-based economy.
📘 Knowledge Module Sample
What is Customer Success?
Get a clear, concise overview of what Customer Success means, how it differs from support or account management, and what CSMs really do.
FAQ
Who is CCSMP Full best suited for?
CCSMP Full is ideal for professionals who need Continuing Professional Development (CPD) tracking, senior CSMs preparing for leadership, and teams that require structured training with reporting capabilities.
What’s the difference between CCSMP Full and Scholar?
Both include all 10 training modules and the full certification (Levels 1–4), but CCSMP Full adds CPD hours tracking, personal time logging, and team activity reporting tools.
How long do I have access to CCSMP Full?
You’ll get 12 months of full online access, allowing you to complete the training at your own pace and revisit any material as needed.
Do I receive a certificate and badges?
Yes. You’ll earn the Certified CSM Professional (Levels 1–4) certificate upon completing the final exam. You’ll also receive a verified, shareable digital badge for each module you complete.
(Note: Certificate verification and sharing features are coming soon.)
Can teams use CCSMP Full for onboarding or upskilling?
Yes. CCSMP Full includes features for team activity reporting, making it an excellent option for onboarding, professional development, and aligning CS teams around a common framework.
Can I upgrade from Scholar to Full?
Yes. If you’ve already purchased CCSMP Scholar, contact our support team to request an upgrade to Full.
Contact Support
Reviews
Corporate Testimonials
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. ”
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”
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 Fundamentals” 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
“Always a good idea to consolidate on the fundamentals! Great certification program by Rick Adams and PracticalCSM.com.
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 Fundamentals”! 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