This is an advanced-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 II Course and focuses on creating a more strategic mindset and approach.

General Course Outcomes

  • Learn to increase productivity by optimizing a personal success engine.
  • Attendees will learn to articulate the importance of proactive engagement models to deliver effective engagements with customers.
  • Attendees will learn to leverage mentors, advisors, and peers to accelerate their career journey.
  • Develop and explore problem-solving and decision-making techniques that can be applied to customer success situations.
  • Learn about the importance and benefits of building a brand through social media and networking.

Course Date

September 12 - November 21, 2024

Topics Covered

  • Introduction
  • Taking a Strategic Approach to Career Planning
  • Designing Your Success Engine
  • Using Segmentation to Increase Efficiency
  • Designing a Flexible Engagement Model
  • Developing Personal Playbooks
  • Leveraging Advanced Capacity Modeling
  • Leveraging Advanced Capacity Modeling
  • Building Your Personal Performance Dashboard
  • Accelerating Your Career Journey
  • Becoming an Internal Change Agent
  • Problem-Solving and Decision-Making Part 1
  • Problem-Solving and Decision-Making Part 2
  • Building Your Personal Brand & Network Influence

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