Customer Success Basics Course


The basic principles of Customer Success Management, delivered in a simple to understand but highly effective way by one of the world’s leading Customer Success experts.

Welcome to our Customer Success Basics training program, aimed specifically at people who do not fully understand the basics of what Customer Success Management is or how it works, and who want to quickly grasp the fundamental principles of Customer Success Management without spending a whole lot of time or money to do so.


Welcome to our Customer Success Basics training program, aimed specifically at people who do not fully understand the basics of what Customer Success Management is or how it works, and who want to quickly grasp the fundamental principles of Customer Success Management without spending a whole lot of time or money to do so.

This Course will provide answers to the following questions:

  • What is Customer Success and why is it important?
  • Who is Customer Success important to?
  • What is Customer Success Management?
  • What types of sales situations does Customer Success Management apply to?


  • How can Customer Success Management help to increase a company’s sales revenues?

It will also name and describe in detail fourteen tenets (or principles) of good Customer Success Management that will set you up with a detailed understanding both of what the CSM (Customer Success Manager) does and how they go about doing it.

The Customer Success Basics training program provides a foundational understanding of the basics of Customer Success Management. It defines what customer success is, explains its value to both customers and suppliers, and explains the core components of the CSM’s role. The syllabus includes:

  • 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 to Realize Business Value?
  • Where do CSMs 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 to fulfil your organization’s customer success strategy?
  • What assets and resources are available to help you?
  • How will you plan and manage your time?
  • Internal evangelization of customer success management
  • The RAPAE Task Model – a way to categorize 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

Sample Video

How Does Customer Success Work?

Course Content

Eleven Lessons in full multimedia audio and video

​High quality production for enjoyable experience​

Bookmark progress and complete over time

​Two downloadable workbooks for offline study

Case study based exercise to embed the learning

15 question test to ensure comprehension

​Badge of completion to document your success


What does the “Customer Success Fundamentals” training program cover?

The “Customer Succes Fundamentals” training program covers the basics of Customer Success Management. It provides a simple but effective grounding in what the term “Customer Success” actually means, what value the process of Customer Success Management brings to both the customer and the supplier, and what types of activities CSMs (Customer Success Managers) get up to in their day-to-day work.

Who is the “Customer Success Fundamentals” training program for?

The “Customer Success Fundamentals” training program is aimed at people who have little or even no direct previous experience in a CSM role, but who are interested either in becoming a Customer Success manager or in taking on some of the tasks and responsibilities of Customer Success Management within their existing customer facing role.

Does the “Customer Success Fundamentals” training program provide training in Customer Success Management?

Absolutely! This is exactly what the “Customer Succes Fundamentals” training program covers. Of course it is just a “fundamentals” course, so it only provides an overview, which is perfect as an initial course from which to learn the basics. For those who wish to go deeper, we also offer Basic and Full certification programs. Please review our website or contact us for more details.

If I purchase the “Customer Success Fundamentals” training program, am I guaranteed to find a job?

No. The “Customer Success Fundamentals” training program will provide you with the knowledge you need in order to know what Customer Success Management is and what Customer Success Managers do in order to help their customers attain value. This is not sufficient on its own to get you a job as a CSM. What we can say is that we are very confident that the advice and guidance we provide is very useful and relevant to those who are serious about finding work as a CSM.

Is the “Customer Success Fundamentals” training program suitable for college graduates with little to no previous work experience?

Whilst college graduates are not the primary intended audience for this course, the “Customer Success Fundamentals” training program should prove very useful to such graduates who aspire to become CSMs either straight away if possible or perhaps even in the short to medium term future.

Are there really any jobs going for CSMs at the moment?

Yes. We can say for certain that at the time of writing this FAQ guide (September 2020) there most definitely are both junior and senior Customer Success Management vacancies being offered that need to be filled. However it is also true to say that as with most if not all professions, the COVID-19 pandemic has caused a short term drop in the numbers of vacancies being advertised. We expect that ultimately the numbers of vacancies will bounce back very strongly, since Customer Success Management has been one of the professions that has been of great help for many companies during this pandemic crisis, and has therefore increased in prominance and importance within many companies.

I live in (insert your country) – are there any Customer Success Management vacancies in my country or region?

Whilst Customer Success Management vacancies were originally almost entirely based in the Silicon valley area of California, this is most definitely no longer the case, and there are thousands of Customer Success managers employed in a very wide variety of countries throughout North and South America, Europe, Russia, Africa, India, the Middle East, the Far East and Australia.

If I do not get a job can I have my money back?

No. We cannot guarantee that this course on its own will be enough to get you a CSM job offer. In fact we know for sure that it is NOT enough on its own. You need to have the right personality, and the right knowledge skills and experience, and you also need to be good (or to get good) at promoting yourself and at applying for and attaneding job interviews. Our course provides ytou with a basic foundational understanding of the role of Customer Success Management, but we cannot possibly know whether you are the right person for a CSM role in the first place. You must decide that.


Corporate Testimonials

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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.

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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”

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