FAQ
Does the Full Certified CSM Professional Program (CCSMP) cover everything I need to become certified as a Customer Success Manager?
Yes! The Full CCSMP program includes all of your training and certifications. Click here to review the detailed list of what’s included.
How long does the Full Certified CSM Professional Program (CCSMP) take to complete?
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
Can anyone become a Customer Success Manager? What knowledge, skills and/or experience do I need?
There are a wide range of customer success roles out there, including junior “first job” type roles all the way up to Vice President for Customer Success roles where you would be reporting directly to the CEO and a member of the Board of Directors. Of course like any job you do need to have some basic aptitude.
How do I know the Certified CSM Professional Program (CCSMP) is for me? Do you provide a money back guarantee?
At PracticalCSM.com we offer a “no quibble” 14 day money back in full guarantee for our Full CCSMP product for all individual consumers who purchase their own membership for themselves. This means that you can purchase your Full Certified CSM Professional membership in confidence, knowing that if you try it and do not like it then you can get your money in back in full with no questions asked, so long as you meet the following criteria:
Firstly you must have tried out the content, so you need to get at least half way through Module One, which means viewing the lessons up to lesson 1.5.
Secondly, you must NOT have started Module Two.
The reason for this is because we sell an information product and of course just like a restaurant cannot take your food back after you have eaten it all, we cannot take our information back once you have learned it all. That would not be fair on us! On the other hand we want to be fair on you, hence we allow you the opportunity to try out as much as you wish of Module One in order to make up your mind, but you must not proceed further unless you are willing to commit to your purchase. Fair? We think so!
Is the Certified CSM Professional Program (CCSMP) taken entirely online?
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).
Do I get the opportunity to talk to real experts within the CCSMP program?
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.
I do not have much money, can I pay in instalments?
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.
Does the Certified CSM Professional Program (CCSMP) guarantee that I will get a job as a Customer Success Manager?
Much as we would love to do so, even we cannot guarantee that you will find your perfect role, and this is quite simply because there are so many variables that are outside of our control, including you yourself of course! Not everyone is cut out to be a CSM, and that is why we provide a 30 days money back guarantee. 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.
What happens after I complete the training and become certified as a CCSMP?
Once you have completed the training and become certified as a CCSMP you will be sent your certificates (in electronic format).
What if I purchase membership to the Practical CSM Academy and then find I do not like it?
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).
Course 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.
