Customer Success is more than checking in with customers or answering questions. It is a strategic business function focused on helping customers achieve meaningful outcomes while supporting retention, renewals, loyalty, and long-term growth. In Customer Success Fundamentals: CSM Skills & Strategy, you will build a practical foundation in the core concepts every aspiring or beginner Customer Success professional should understand.
You will learn what Customer Success really means, what a Customer Success Manager does, and how the role differs from customer support, account management, sales, and Customer Experience. Throughout the course, you will explore the complete customer lifecycle—from purchase and onboarding through adoption, value realization, renewal, expansion, and advocacy.
You will also learn how Customer Success Managers identify customer health and risk, recognize potential churn signals, use customer data effectively, and connect product or service usage to measurable customer outcomes. The course covers important beginner Customer Success metrics, including retention, churn, renewal rate, product adoption, customer satisfaction, Net Promoter Score, revenue retention, and expansion revenue.
