Customer Success Manager

The foundations to become a great Customer Success Manager in a tech company. A very well paid profession on the rise

Last updated 2022-01-10 | 4.5

- Have a better understanding of what your job as Customer Success Manager will be like
- Understand the fundamental principles of Customer Success. Which will be the foundation for your career as a CSM
- Be more prepared for a Customer Success Manager job interview (we will not cover interview skills
- your will be more prepared for the interview because you will know about customer success)

What you'll learn

Have a better understanding of what your job as Customer Success Manager will be like

Understand the fundamental principles of Customer Success. Which will be the foundation for your career as a CSM

Be more prepared for a Customer Success Manager job interview (we will not cover interview skills

your will be more prepared for the interview because you will know about customer success)

Show your interviewers that you are more knowledgeable about Customer Success than most of the people

Get ready to start your new job with as a Customer Success Manager

* Requirements

* There are no requirements for this course. All I ask is that you come with an open mind and willing to learn

Description

Uzo Akotaobi, Director, Human Resources at Comcast, said:

"I took Gustavo's course about Customer Success and found it to be the single most valuable resource I tapped into when pursuing a career in this space. The reason for that is because Gustavo was able to explain the science of customer success in such a way to where you could look at your own experience whether it was in Customer Success or not and find ways to translate it to a resume. This helped me tailor my resume to Customer Success jobs in ways I didn't think to do otherwise. I can attest to the fact that after I took the course on Customer Success and revised my resume, recruiters responded more frequently. No joke! 3 different companies contacted me over the course of 3 weeks vs. NONE before. My background is in HR so I was looking at Customer Success roles in the HR technology space. Gustavo was easy to understand and the content was insightful. There is no silver bullet but if you take his course and really try to understand how your experience translates to Customer Success, there is no way you won't benefit from this course. I know I did and I got the interviews and job OFFER to prove it! "

What is a Customer Success Manager?

In the digital age, tons of new jobs have sprung up. Most people think of computer programming, website design or software integration, but what about the human side? The Customer Success Manager is one such job.

To sum it up in one sentence: This job is simply helping customers accomplish their goals with the software or service they purchased.

For any business, client retention is huge. It costs a company way less to keep a customer than to acquire a new one, and even more costly is to try and win that customer back. That's where this job comes in. If they have a complaint, you take care of it. If they succeed, you celebrate with them. You get to build long term relationships with the clients, and as the client's needs adapt and change, you get to assist them in that process.

Benefits of working as a Customer Success Manager

Let's start with Salary. According to Payscale the average salary for an Entry-Level Customer Success Manager is $59,619 per year, and $69,210 when you are past Entry-level and can reach into the 6 figure range for those who excel at this position.

More and more companies are seeing the incredible opportunities this type of job can provide. Startups and tech companies are leading the way, both big and small, and this field of work is only growing bigger.

And let's not forget perks. Because a lot of these jobs are at tech and startup companies, often they have great employee benefits such as:

Great health care coverage, and even gym memberships.
Amazing offices, with plenty of recreational activities around.
Often they will match your 401(K).
Free snacks, free catered lunches every day… some even free beer.
Happy hours or cocktail afternoons.
Company trips, dinners, events.
Flexible hours and unlimited vacations.
Remote work.
And of course: equity.

If you consider all of the benefits, the salary, and how dynamic this position is, it definitely makes sense to invest a few dollars in a course that will help you learn about and prepare for this growing job opportunity.

Enroll now, and I'll see you on the inside.

Who this course is for:

People looking for a new career in tech or software based companies
Sales people or business professionals looking to switch industries or careers
Professionals with basic knowledge of Customer Success
Customer Success Managers that just got started in the career
This course is NOT for experienced CSM, even though it is always good to review the fundamentals every now and then.

Course content

8 sections • 37 lectures

Introduction to the Customer Success Manager Course 4 lectures

Introduction to the Customer Success Manager course Preview 05:14

This is an introduction to the Customer Success course and a presentation of the instructor.

Introduce yourself - Creating customer engagement

OPTIONAL (and not for haters). Assignments are not necessary to obtain the certificate of completion. They are just necessary to learn more. Anyways, engaging with your community is one of the keys to great customer success... so let's engage!! let's get to know each other

Why did I ask you to introduce yourself? Preview 02:57

Since Customer Success is all about engaging with your community, lets engage and get to know each other

How to follow this Customer Success course Preview 03:21

Here you will find some tips to be able to get the most of this course, so that you can really absorb the principles of Customer Success. Use this guide to take notes and to make the most of the cours

The Basics of Customer Success Or Customer Success 101 7 lectures

Resources Preview 00:13

What is Customer Success and why is so important? Preview 02:29

If you want to get a customer success manager salary you need to understand these concepts perfectly

What if your Customers Success Management is terrible or non existent? Preview 02:26

In this video you will learn what are the consequences of a wrong Customer Success Management.

When should you start worrying about Customer Success? Preview 04:50

Find out when is the best moment to lay down the foundation of your Customer Success strategies

Purpose, People and Culture Preview 03:34

Customer Success is more than just another department of the company. In this video you will understand how deep the Customer Success ideas should run in your company

Customer Success Terminology Preview 06:15

Here you will learn the main vocabulary that a Customer Success Manager should know. This is key for building your resume and cover letter to apply to a Customer Success Manager job

PRACTICE #1

This assignment is optional, but I hope you complete it.... please do!! :D

Customer Success Manager 5 lectures

What is a Customer Success Manager & its Mission? Preview 04:18

A Customer Success Manager job description, so that you understand perfectly what is your mission a CSM.

Other Customer Success Manager Tasks Preview 04:35

The skills to be a great CSM Preview 08:12

To be get a Customer Success Manager salary, you need to have a particular set of skill that will allow you to be a great CSM. In this video you will learn what are the skill that you need to develop

Customer Success Manager Roles Preview 05:50

PRACTICE #2

Been a great customer success manager is not just about what I said in the previous lesson. Many different skills can help us be a great CSM. Now, either if you already have a CSM job or you are looking for one, there is one question that you should be able to answer with ease...

The Keys to be a Successful CSM and creating a world known CS brand 8 lectures

What is “success” for your client? Preview 05:47

This is a key factor to make sure your retention rates (and therefor the money you make) are excellent

PRACTICE #3

This is a very important exercise. Please I BEG YOU to complete it.

Time to first value Preview 01:55

A concept that you must know to help your users becoming paying customers

PRACTICE #4

This one is also an important exercise. Please I BEG YOU to complete it.

Understand and map the whole process from sign-up to becoming brand ambassador Preview 01:04

This is a must in Customer Success Management. Do this and you will get great results a CSM. Learn this and use the knowledge for a job interview to show how much you know about Customer Success

Reduce the time from sign-up to actual usage, to initial feeling of victory o Preview 06:13

How to get your users from just users to happy loyal customers

Always show value and focus on solutions Preview 01:35

As a Customer Success Manager you must always show value to your clients

The basic Reduce Churn Preview 04:31

This is the main objective where your day to day tasks will be directed as a Customer Success Manager

2 Basic Principles for Customer Success Process 3 lectures

Profile your ideal customer Preview 06:22

Understand who is your best customer. As a Customer Success Manager you have all the data necessary to do this better than anyone else

The Success Gap. The last step before your customer’s success Preview 05:51

Understand what Lincoln Murphy defines as the Customer Success Gap

PRACTICE #5

A great CSM must be able to define a clear avatar or profile of who is the ideal customer of the employer. This assignment will help you practice that.

Where to find Customer Success Manager jobs 3 lectures

Where to find Customer Success Manager jobs Part I - AngelList Preview 05:46

Here I will walk you thorugh AngelList, or angel.co, probably the best place to find jobs in tech companies. So if you want to find a job as a customer success manager in a tech company, this is a one of the best websites that you can use.

Learn how to use AngelList to find a jobs as a customer success manager.

Where to find Customer Success Manager jobs Part I - LinkedIn Jobs Preview 05:14

When searching for a customer success manager job, LinkedIn Jobs is a great tool that will help you find what positions are out there. LinkedIn jobs is definitely one of the websites that you should use to get your job as a CSM

Learn how to find a customer success manager job with LinkedIn Jobs

PRACTICE #6

OPTIONAL (for those looking for a job or to change jobs)

The Plan, Lessons Learned and FAQs 3 lectures

The Plan to launch your Customer Success Manager career Preview 05:09

What should you do next to get a Customer Success Manager job. Or if you already are a Customer Success Manager, they what are the next steps you should to make the most out of what we review in the course