This is an intermediate-level course for customer success managers (CSMs). It expands upon the core knowledge of customer success management best practices and strategies laid out in the CCSM Level I Course and focuses on refining your ability to effectively manage internal relationships and a growing portfolio of accounts.

General Course Outcomes

  • Attendees will have a clear understanding of how to set good objectives to improve execution success.
  • Develop a stronger understanding of the purpose and application of health scores.
  • Learn customer-centric approaches to upsell and renewal strategy.
  • Attendees will be able to identify the importance and differentiation between the pre-and post-sales team’s impact on the overall customer journey.

Who Should Enroll

Upgrade your Customer Success expertise with CCSM Level 2, tailored for CS-savvy professionals. Deepen your strategic know-how in managing customer accounts and relationships with advanced best practices.

Course Date

Jan. 25 – April 11, 2024

Topics Covered

  • Introduction
  • Setting SMARTer Objectives
  • Maximizing Proactive Engagements
  • Assessing and Managing Customer Health
  • Identifying and Managing Risk
  • Managing Bugs, Feature Requests, & Workarounds
  • Responding to Customer Feedback
  • Learning from Churn
  • Creating & Managing Customer Advocacy
  • Increasing Upsells & Expansion
  • Managing Retention & Driving Renewals
  • Cultivating Key Internal Relationships
  • Aligning & communicating Effectively with Sales

Instructor

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Andrew Marks

Andrew Marks
Co-Founder, COO & CPO SuccessHACKER

Andrew Marks has spent 25+ years in high tech, mostly building highly effective post-sales organizations that drive customer lifetime value and improved customer satisfaction. Since founding SuccessHACKER, Andrew has spent a good portion of his time matching people to Customer Success roles from individual contributors to senior executives.

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Costs

  • Course: US $1,695 per level
  • USF Students, Alumni, and Staff: US $1,186 (30% Discount) per level
    Reach out to executiveimmersion@usfca.edu to get your promotion code.
  • Discounted pricing also available for groups greater than 3 people.

For more information email coaches@successcoaching.co.

All participants are required to participate in the program in its entirety and adhere to a professional code of conduct.

School of Management

101 Howard Street, Suite 100
San Francisco, CA 94105