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Study time: 60-80h

Level: Intermediate

Access: 12 months

Certificate: Professional

Certification level: 1-4

Shareable Badges: 10

Certified CSM Professional Scholar

Name: Certified CSM Professional Scholar
SKU: CCSMP-SCHOLAR
Availability: InStock

Original price was: $487.00.Current price is: $413.95.

15% Off

An in-depth certification program for Customer Success professionals seeking full training across Levels 1–4. Ideal for current CSMs, career changers, and teams.

What’s included:

10 structured training modules
Scenario-based workbooks and exercises
Tests after each module + 2-part final exam
Certified CSM Professional (Levels 1–4) certificate
Shareable badges for each completed module
12-month online access

Best for:
Working CSMs, professionals transitioning into CS, or organizations onboarding CS teams with a consistent framework and language.

Study time: 60-80h

Level: Intermediate

Access: 12 months

Certificate: Professional

Certification level: 1-4

Shareable Badges: 10

SKU: CCSMP-SCHOLARCategories: Certification, Scholarships

Take Your Customer Success Skills to the Next Level with CCSMP Scholar

If you’re a Customer Success Manager looking to sharpen your expertise—or transitioning into CS from roles like support, sales, or onboarding—CCSMP Scholar provides the structured, professional-level training you need to get certified and advance confidently in your role.

Built on the industry-standard Practical CSM Framework, this comprehensive program covers every key area of Customer Success Management, from onboarding and engagement to renewal strategies and executive alignment.

What You’ll Learn:

Practical, real-world strategies for managing customer relationships
A step-by-step breakdown of the CS lifecycle and best practices
Tools, templates, and techniques to apply immediately on the job
A consistent, scalable approach to Customer Success across teams

What’s Included:

Full access to 10 knowledge modules
Downloadable tools, workbooks, and scenario-based exercises
Knowledge checks and quizzes after each module
A 2-part final exam to assess your full certification readiness
A Certified CSM Professional (Levels 1–4) certificate
Shareable digital badges for each completed module
12 months of access so you can study at your own pace

Who It’s For:

Current CSMs who want to organize their knowledge, build confidence, and get certified
Professionals transitioning into Customer Success roles
CS teams that need a consistent language, framework, and onboarding experience

Whether you’re aiming for a promotion, switching into CS, or supporting your team’s growth, CCSMP Scholar gives you everything you need to succeed in your Customer Success career.

Enroll today and get certified with confidence.
Flexible. Practical. Recognized.

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.

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 Scholar best suited for?
CCSMP Scholar is ideal for current Customer Success Managers, professionals transitioning into CS roles, and teams looking for structured onboarding or role alignment.

What’s the difference between CCSMP Scholar and CCSMP Basic?
CCSMP Scholar includes the full 10-module curriculum and Levels 1–4 certification, while Basic includes only the first 2 modules and Level 1 certification.

What’s the difference between Scholar and Full?
CCSMP Full includes everything in Scholar, plus CPD time tracking, indexed content library access, and additional features designed for individual CPD reporting and team oversight.

How long do I have access to Scholar?
You’ll have 12 months of full access to all training materials, workbooks, and assessments. You can complete the course entirely at your own pace.

Do I get a certificate and badges?
Yes. You’ll earn a Certified CSM Professional (Levels 1–4) certificate upon completing all modules and passing the final exam. You’ll also receive a verified, shareable digital badge for each completed module.
(Note: The certificate itself doesn’t yet support online verification or sharing, but this feature is in development.)

Can I upgrade from Scholar to Full?
Yes, upgrading is possible. Please contact our support team and they’ll guide you through the upgrade process.
Contact Support