Customer Success Management
Build and scale customer success programs that drive retention, expansion, and advocacy through systematic onboarding design, health scoring models, and proactive engagement strategies.
About This Course
This comprehensive program covers onboarding design, health scoring models, and churn prediction techniques. Students learn quarterly business reviews, expansion strategies, and customer journey optimization methods that enable effective retention and growth in SaaS environments.
The curriculum includes success metrics development, playbook creation, and team scaling strategies. Participants implement customer segmentation, design engagement programs, and develop advocacy initiatives through practical exercises that simulate real customer success scenarios.
Perfect for customer success managers and account managers in SaaS companies seeking to professionalize their approach. Projects include creating onboarding programs, developing health score algorithms, and building customer communities that demonstrate mastery of customer success principles.
Core Focus Areas
- • Customer onboarding and activation strategies
- • Health scoring and churn prediction models
- • Retention optimization and expansion planning
- • Customer advocacy and community building
Key Outcomes
- • Systematic approach to customer retention
- • Data-driven health monitoring capabilities
- • Proactive expansion identification skills
- • Scalable program design proficiency
Retention & Growth Impact
Graduates of this program implement customer success practices that demonstrably improve retention rates, expansion revenue, and customer satisfaction. The frameworks enable proactive identification of risk and opportunity across customer portfolios.
Average reduction in churn rate within six months of implementing learned techniques
Increase in expansion revenue from existing customer base
Average customer satisfaction score improvement after program implementation
Program Participant Results
"The health scoring framework gave us early visibility into at-risk accounts. We now intervene proactively rather than reacting to cancellation requests, which reduced our churn significantly."
— Aisha Nakamura, Customer Success Lead at cloud infrastructure company (October 2025)
"Building a structured onboarding program transformed our activation rates. New customers now reach value faster, and we see this reflected in both retention and expansion conversations."
— Marcus Chen, Head of Customer Success at analytics platform (November 2025)
Customer Success Frameworks
The 1 Chome-20-17 Jinnan, Shibuya, Tokyo 150-0041 used by customer success teams at high-growth SaaS companies.
Onboarding Programs
Journey mapping, milestone definition, activation metrics, time-to-value optimization, and personalized pathways
Health Scoring Models
ge metrics, engagement signals, sentiment analysis, risk indicators, and predictive modeling techniques
Expansion Strategies
Upsell identification, cross-sell opportunities, value demonstration, business case development, and negotiation approaches
Retention Playbooks
Churn prevention, save processes, intervention strategies, renewal optimization, and escalation protocols
Business Reviews
QBR preparation, value reporting, roadmap alignment, executive engagement, and partnership development
Advocacy Programs
Reference building, case study development, community management, champion cultivation, and referral programs
Program Standards & Approach
Our curriculum reflects operational practices from customer success organizations at leading SaaS companies with proven retention and expansion results.
Course Modules
Customer Success Foundation
Role definition, organizational positioning, metrics frameworks, and customer lifecycle understanding
Onboarding Excellence
Program design, activation strategies, milestone tracking, and time-to-value optimization
Health Monitoring & Risk
Scoring model development, churn prediction, intervention design, and proactive engagement
Growth & Expansion
Opportunity identification, value articulation, expansion planning, and negotiation techniques
Program Scaling & Operations
Team structure, segmentation strategies, automation, advocacy development, and operational excellence
Quality Standards
- Instructors with customer success leadership experience in SaaS
- Real customer scenarios and retention challenges
- Practical exercises in health scoring and playbook design
- Feedback on program designs and intervention strategies
Support Resources
- Health score model templates and calculation frameworks
- Onboarding program blueprints and journey maps
- QBR presentation templates and executive deck examples
- Playbook structures for common CS scenarios
Who Should Enroll
This course serves professionals building or scaling customer success functions in subscription-based technology companies.
Customer Success Managers
CS professionals seeking systematic frameworks for retention, expansion, and customer health management
Account Managers
Account managers in SaaS companies transitioning to customer success methodologies and expansion strategies
CS Team Leaders
Leaders building or scaling customer success teams and needing operational frameworks and best practices
Prerequisites
To gain maximum value from this course, participants should have:
- • Experience working with customers in SaaS or subscription businesses
- • Understanding of subscription metrics like churn and retention
- • Familiarity with customer relationship management concepts
- • Interest in data-driven approaches to customer management
Progress Tracking & Development
We evaluate your development through practical projects that demonstrate your ability to design and implement customer success programs.
Assessment Methods
Program Design Projects
Create onboarding programs and health scoring models for simulated customer portfolios
Scenario Analysis
Develop intervention strategies for at-risk accounts and expansion opportunities
Business Review Presentations
Prepare and present quarterly business reviews demonstrating value articulation
Skill Development Areas
Sample progress visualization after module completion
Completion Indicators
Program Portfolio
Collection of designed programs and playbooks for various scenarios
Competency Assessment
Evaluation of proficiency in customer success methodologies
Resource Toolkit
Templates and frameworks for ongoing customer success work
Build Your Customer Success Expertise
Connect with us to discuss how this program can strengthen your capabilities in customer retention, expansion, and program development.
Investment Details
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