

Certified Customer Success Manager Level II, Course
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.
Course Date (12 Week Course)
Sept. 14 – Dec. 14, 2023
Sample Schedule Topics
Weeks | Topics |
---|---|
Weeks 1 - 5 | Introduction Setting SMARTer Objectives Maximizing Proactive Engagements Assessing and Managing Customer Health Identifying and Managing Risk |
Weeks 6 - 9 | Managing Bugs, Feature Requests, & Workarounds Responding to Customer Feedback Learning from Churn Creating & Managing Customer Advocacy |
Weeks 10 - 13 | Increasing Upsells & Expansion Managing Retention & Driving Renewals Cultivating Key Internal Relationships Aligning & communicating Effectively with Sales |
Instructor

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.
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
San Francisco, CA 94105