“This course contains the use of artificial intelligence.

Master the fundamentals of modern Customer Success Management with a practical focus on customer retention, account health, renewals, and account expansion.

This course is designed for SaaS professionals, Customer Success Managers, account managers, client relationship professionals, and business leaders who want to develop structured approaches to managing customer relationships throughout the customer lifecycle.

You will explore practical frameworks for identifying potential churn indicators, understanding customer needs, managing account escalations, creating customer health scorecards, conducting effective Executive Business Reviews (EBRs), supporting renewal conversations, and identifying potential upsell and cross-sell opportunities.

Taught by educator, author, and business strategist Himani Vashistha, this course focuses on practical concepts, frameworks, examples, and tools that can be adapted to different organizations, industries, customer segments, and business models.

You will also explore how Customer Success teams can use automation, customer success operations, data analysis, and artificial intelligence to organize customer information, identify patterns, support customer communication, and manage accounts more efficiently.

Key Takeaways

• Understand important Customer Success metrics, including NRR, GRR, LTV, and CAC.

• Learn how to structure customer health scorecards using customer engagement, product usage, sentiment, and operational indicators.

• Explore frameworks for recognizing potential customer retention risks and planning appropriate interventions.

• Learn practical approaches to customer escalations, stakeholder communication, and relationship management.

• Understand how to plan and conduct effective Executive Business Reviews.

• Explore renewal planning frameworks and preparation for commercial renewal discussions.

• Identify potential upsell and cross-sell opportunities through customer needs and account analysis.

• Understand how Customer Success and Sales teams can collaborate during account expansion activities.

• Explore customer success operations, automation, and digital-touch approaches for managing customer relationships at scale.

• Learn practical ways artificial intelligence can support customer success analysis, communication, research, and workflow development.

• Apply customer success frameworks through practical examples, scenarios, and structured exercises.

This course is educational in nature and provides frameworks and examples that learners can adapt to their own professional environment. Results and business outcomes may vary depending on the organization, market, customers, implementation, and other factors.