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CUSTOMER SUCCESS MINDED™ ACADEMY

Build Practical Customer Success Skills That Extend Beyond the Interview

Build the practical knowledge and strategic capabilities needed to guide customers from onboarding and adoption through value realization, risk management, and renewal readiness.

Designed for aspiring and current Customer Success professionals.

120 hours • 7 modules • Practical resources • Certification 

VIEW ENROLLMENT OPTIONS

Choose the Path That Fits Your Goals

Explore how the Academy supports aspiring CSMs, experienced professionals and Customer Success leaders.

Aspiring Customer Success Professionals

Build a practical understanding of the CSM role, translate your transferable experience and prepare for employer expectations.

Review the Curriculum

Current Customer Success Managers

Strengthen your approach to customer goals, adoption, value realization, risk management, executive engagement and renewal readiness.

Review the Curriculum

Customer Success Leaders

Create a more consistent professional foundation for onboarding, developing and enabling Customer Success team members.

SKILLS YOU WILL BUILD

Develop Practical Skills Across the Customer Lifecycle

Build the practical capabilities to guide customers, recognize risk, demonstrate value, and drive long-term success.

Customer Lifecycle Management

Understand how to guide customers from onboarding through adoption, value realization and renewal.

Onboarding and Adoption

Align customer goals, establish success measures and create meaningful adoption plans.

Account Health and Risk

Interpret customer signals, recognize emerging risk and coordinate timely interventions.

Value Realization

Connect product use and Customer Success activity to measurable customer outcomes.

Executive Communication

Communicate progress, risk, priorities and value to customer and internal stakeholders.

Renewal Readiness

Prepare accounts for renewal through documented outcomes, risk management and forward planning.

Ready to See What You’ll Learn?

Explore the curriculum designed to build practical, job-ready Customer Success capabilities.

↓ EXPLORE THE CURRICULUM BELOW

Explore the Curriculum

  1. Customer Success Fundamentals

    2 lessons
    1. Introduction to Customer Success Minded™: A Message from the CEO & Your Path to Becoming a Customer Success Manager
    2. The Role of a Customer Success Manager

  2. Customer Success Strategy: Designing Impactful Customer Journeys

    14 lessons
    1. Starting Strong: Your First Day as a Customer Success Manager
    2. Lesson Quiz: Starting Strong – Your First Day as a Customer Success Manager
    3. Managing the “Water Hose” Effect as a New CSM
    4. Lesson Quiz: Managing the Water Hose Effect
    5. Primary Responsibilities of a Customer Success Manager
    6. Lesson Quiz: Primary Responsibilities of a Customer Success Manager
    7. Key Metrics in Customer Success
    8. Lesson Quiz: Key Metrics in Customer Success
    9. Creating a Customer Success Plan
    10. Lesson Quiz: Creating a Customer Success Plan
    11. Implementing a Customer Success Strategy
    12. Lesson Quiz: Implementing a Customer Success Strategy
    13. Evaluating and Adjusting Your Strategy
    14. Lesson Quiz: Evaluating and Adjusting Your Customer Success Strategy

  3. Building Customer Relationships: Communication, Trust, and Growth

    15 lessons
    1. Engaging Other Business Units to Drive Customer Growth
    2. Lesson Quiz: Branching Out as a Customer Success Manager to Increase Revenue
    3. Effective Communication with Customers
    4. Lesson Quiz: Effective Communication with Customers
    5. Creating Customer Loyalty
    6. Lesson Quiz: Creating Customer Loyalty
    7. Connecting with the C-Suite
    8. Executive Alignment: How CSMs Build Strategic Relationships with SVPs & CIOs
    9. Lesson Quiz: Connecting with C-Suite & Executive Alignment – Why Customer Success Managers Meet with SVPs & CIOs
    10. Handling Difficult Customers
    11. Lesson Quiz: Handling Difficult Customers
    12. Building Strong Customer Relationships: Real-World Examples
    13. Lesson Quiz: Building Strong Customer Relationships – Real-World Examples
    14. Rebuilding Trust: Create a Customer Relationship Recovery Plan
    15. Lesson Quiz: Rebuilding Customer Relationships Before Renewal

  4. AI-Powered Customer Success: Tools, Workflows, and Best Practices

    12 lessons
    1. Customer Success Technology Stack
    2. Lesson Quiz: Customer Success Technology Stack
    3. Leveraging Artificial Intelligence to Discover Customer Growth Opportunities
    4. Quiz: Leveraging Artificial Intelligence to Discover Customer Growth Opportunities
    5. AI and Generative AI for Customer Success Managers
    6. Lesson Quiz: Artificial Intelligence and Generative AI for Customer Success Managers
    7. Best Practices and Ethical Considerations for Using AI in Customer Success
    8. Lesson Quiz: Best Practices and Ethical Considerations for Using AI
    9. Hands-On Prompting Exercises for Customer Success Managers
    10. Quiz: Hands-On Prompting Exercises
    11. 16 Real-World AI Use Cases Every Customer Success Manager Should Master.
    12. Lesson Quiz: 16 Real-World AI Use Cases Every Customer Success Manager Should Master.

  5. Metrics, Health Scores, Technology & Data

    4 lessons
    1. Tracking Key Customer Success Metrics
    2. Tracking Key Customer Success Metrics - Knowledge Check
    3. Specific AI Tools for Customer Success
    4. Specific AI Tools for Customer Success: Knowledge Check Quiz

  6. Driving Renewals

    2 lessons
    1. Driving Renewals To Reduce Churn
    2. Driving Renewals Quiz

  7. Landing the CSM Role: Resumes, Interviews, and Offers

    8 lessons
    1. Recruiter Interview: How to Stand Out as a First-Time CSM
    2. Lesson Quiz: Recruiter Interview
    3. Manager Interview
    4. Lesson Quiz: Manager Interview
    5. Navigating the Panel Interview
    6. Lesson Quiz: Navigating the Panel Interview
    7. Mastering the Practical Interview Exercise
    8. Lesson Quiz: Mastering the Practical Interview

  8. Certification Exam: Customer Success Minded™ CSM Credential

    8 lessons
    1. Certification Resource: 2026 Customer Success Field Guide
    2. Customer Success Minded™ Certification Pledge
    3. Customer Success Minded™ Certification Standards
    4. Parts of the Certification Exam
    5. Customer Success Minded™ Academy: Customer Success Certification Exam (Part I)
    6. Customer Success Minded™ Academy: Customer Success Certification Exam (Part II)
    7. Customer Success Minded™ Academy: Customer Success Certification Exam (Part III)
    8. Customer Success Minded™ Academy: Customer Success Certification Exam (Part IV)

EXPECTED STUDENT OUTCOME

Move From Understanding Customer Success to Applying It

By completing the program, you will strengthen your ability to:

✓ Discover and document customer goals
✓ Support onboarding and meaningful product adoption
✓ Monitor account health and recognize customer risk
✓ Coordinate escalations across internal teams
✓ Communicate business outcomes and customer value
✓ Prepare accounts for renewal
✓ Manage Customer Success responsibilities with greater consistency and intention

Customer Success Minded™ Academy is designed to strengthen professional knowledge and practical readiness. Completion does not guarantee employment, promotion, customer retention, renewal results or other specific outcomes.

PRACTICAL RESOURCES

Practical Resources You Can Use in Your Role

The Academy includes downloadable tools and learning resources that help you move from understanding a concept to applying it in real Customer Success situations.

“30-Day CSM Onboarding Playbook.”

30-Day CSM Onboarding Playbook

A structured first-month plan covering internal alignment, product learning, customer preparation, and independent execution.

✓ INCLUDED WITH ACADEMY ENROLLMENT
2026 Customer Success Field Guide

2026 Customer Success Field Guide

A practical reference for navigating real-world Customer Success situations, decisions, and responsibilities.

✓ INCLUDED WITH ACADEMY ENROLLMENT
Customer Lifecycle Tools

Customer Lifecycle Tools

Frameworks for managing the customer lifecycle from onboarding and adoption through value realization and renewal.

✓ INCLUDED WITH ACADEMY ENROLLMENT
Health-Score & Intervention Resources

Health-Score & Intervention Resources

Tools for evaluating account signals, recognizing risk, and selecting appropriate customer interventions.

✓ INCLUDED WITH ACADEMY ENROLLMENT
Success-Planning Templates

Success-Planning Templates

Resources for documenting customer goals, success measures, responsibilities, milestones, and progress.

✓ INCLUDED WITH ACADEMY ENROLLMENT
Case-Study Workbook

Case-Study Workbook

Realistic Customer Success scenarios for practicing judgment, analysis, and decision-making.

✓ INCLUDED WITH ACADEMY ENROLLMENT
AI Workbook

AI Workbook

Practical exercises covering AI use cases, prompting, responsible application, and analytics in Customer Success.

✓ INCLUDED WITH ACADEMY ENROLLMENT

Frequently Asked Questions

READY TO PUT IT INTO PRACTICE?

Build the Skills to Practice Customer Success with Confidence

Go beyond learning Customer Success concepts. Develop practical skills, work through real-world scenarios, and build a more structured approach to managing the customer lifecycle.

Enrollment: $679 through October 3rd.
Regular enrollment: $879 beginning October 4th.
Flexible payment options available through Klarna at checkout.

ENROLL IN THE ACADEMY

365-Day Access • Practical Resources • Certification Pathway