Customer Success team training
Turn your people into a Customer Success team that runs to one standard
Most Customer Success teams are built from people who came from support, sales or implementation: strong technically, but never trained to run outcomes, adoption and renewals as a discipline. We give your team that capability, and one shared way of working. It is an investment in growth, not a fix for failure.
We reply within one working day. No sales pitch.
Built for teams and CS leaders Trackable progress and certification Used by Fortune 500 companies
Trusted by Customer Success teams at
Trusted by Customer Success teams at
Why teams come to us
We are not a fixed-product training company
We did not build one certification, or one course, and tell every team it is the answer. That does not work. Teams come to us with real, specific problems, and they need real solutions. Training Customer Success teams is the whole of what we do, and an expert trainer looks at your situation before we propose anything. It is built on the Practical CSM Framework, published by Taylor and Francis and written by our founder Rick Adams, and governed by an independent oversight committee.
Sound familiar?
How we respond
The solution is not always the same
Our CCSMP certification is the right answer for a new team that needs one baseline and a shared language. For other problems it is not, and we say so. Every team is different, so we diagnose first and then build the right thing from everything we have.
The problem
A team that would not sell or upsell
What we built
We started everyone at Level 1 to get one shared language, then ran a two-day workshop on supporting retention and growth through Customer Success to fix the immediate gap, before the team carried on with the certification.
The problem
Difficult customer conversations
What we built
This one is so common we keep a workshop ready to deliver. A leader described the problem on a call, we walked through the workshop there and then, and booked it the same week.
The problem
A team inside a digital transformation
What we built
We built CPD All-Access around the team: everyone takes Levels 1 to 4 for the foundation, then team leaders upskill individual people on the specific topics their roles need.
The problem
A team stuck fighting fires
What we built
We created an online-classroom course and delivered it to several departments over a number of weeks. A determined team leader carried it through the business, and Customer Success eventually moved under Operations, which made it stick.
The toolkit
We are not limited to one product
Whatever the gap, we build the answer from the right mix of these.
The CCSMP certification
One professional standard and a shared language across the whole team.
CPD, with custom courses per team
340+ hours of on-demand content, plus the ability to build and assign courses to individual people.
Ready-to-run and custom workshops
About 2,500 hours of content we have delivered as live workshops and instructor-led courses.
Online-classroom programs
Multi-week, instructor-led programs delivered to whole departments.
Bring your own LMS
License our content and run it inside your own learning platform.
SME-authored content
If we do not already have it, our subject-matter experts build it. Workshops are often only part-written until we shape the exercises around your real customers.
See it working, Team Training Tools
Watch the training land, and prove the return
Training a team is only half the job. Team Training Tools give every team leader one place to track certification, assign focused learning, spot who is slipping, and hand leadership a report that shows the return.
Track the whole team. Every member’s certification level, progress and CPD hours, in one view.
Catch risk early. Health signals flag who is slipping or inactive, so you act before renewal, not after.
Assign focused CPD. Pick the courses, pick the people, set a due date. Upskill individuals on what their role needs.
Prove the return. One click to a board-ready impact report you can take into a QBR or a leadership review.
Academy team · Team Training Tools
A view of the board-ready impact report from Team Training Tools.
A view of the live certification tracking from Team Training Tools.
We propose what you need, not just what you asked for
Most vendors hand over a quote and a product. We do not. If Henry Ford had asked customers what they wanted, they would have said faster horses. A subject-matter expert who actually delivers the training is part of every proposal, so we can map the right parts of the Practical CSM Framework to your specific gaps. That is why we often suggest something different from what a team first asked for, and closer to what they actually needed.
Explore how we help teams
Three places to go deeper, depending on where you are.
Tell us about your team
Share where your team is now and where you want it to be. We reply with peer-level insight from real team engagements, not a high-pressure sales pitch, and a clear view of the options.
Share your situation. A consultative sense-check by email. Use the form.
See the full picture. Workshops, certification, CPD and team reporting — one connected path for your whole team.
Training discovery call. A 30-60 minute call to audit your team and its friction points, no pressure.
Questions
Frequently asked questions
Individuals can certify, but the Practical CSM Framework is built to close the scaling gap in a team: the shared language and standard method that move a group beyond inconsistent hero-mode.
Yes. Many teams combine access levels by role (Full, Scholar and Basic), alongside Team Training Tools for managers. We help you set the right mix for onboarding, specialists and large rollouts.
Yes. All self-paced content is online, so people fit it around their workload. Live workshops and instructor-led courses are scheduled separately.
With Team Training Tools, managers get a dashboard of each person’s progress, completion and certification level, to support coaching and accountability.
Yes, and most teams do. We set the foundation through self-paced certification, then use applied workshops to accelerate behavior change on your real customer situations.
Yes. With Bring Your Own LMS you license our video course, co-design an internal plan and exam, and run reporting and certification in-house.
Yes. CCSMP is used by Customer Success teams at enterprises including Dell, CDW and Telstra, and is governed by an independent oversight committee.