Course Information
Registration period
Year-round Recruitment
Course Level
Study Mode
Duration
1 Hour(s) 22 Minute(s)
Language
English
Taught by
Lois Egbom
Rating
Course Overview
Reduce Churn, Increase Renewals, and Build Predictable Revenue Growth
In the world of SaaS and subscription-based businesses, acquisition is only half the battle. The real growth happens after the initial sale. If you feel like a "glorified support agent" constantly reacting to customer complaints, it’s time to transform your approach.
Welcome to Customer Success Essentials, the tactical blueprint designed to turn you into a proactive Revenue Driver. Whether you are an aspiring Customer Success Manager (CSM) or a founder looking to protect your bottom line, this course gives you the exact framework to identify at-risk accounts and secure long-term renewals.
Why focus on Customer Success?
It is 5x to 25x more expensive to acquire a new customer than to keep an existing one. This course focuses on the "Retention Economy," teaching you how to master Net Revenue Retention (NRR) and bridge the "Success Gap" for your clients.
What you will get:
This isn't just theory. You will walk away with a 30-Day Retention Playbook, including:
A 1-Page Success Plan: Align your product to the client’s business outcomes.
The Power Map: Identify and influence the C-Suite and Executive Sponsors.
EBR Framework: A 5-slide Executive Business Review template that proves ROI.
The Renewal Timeline: A tactical 90-60-30 day plan to eliminate renewal surprises.
By the end of this course, you will be able to:
Identify "Silent Churners" using health scoring metrics before they ghost you.
Pivot conversations from "features" to "business value" and ROI.
Manage stakeholders effectively to ensure your account isn't dependent on a single contact.
Handle difficult renewal objections like "we don't have the budget" with proven scripts.
Course Content
- 6 section(s)
- 22 lecture(s)
- Section 1 Module 1: The New CS Reality
- Section 2 Module 2: Discovery & Success Planning
- Section 3 Module 3: Strategic Stakeholder Management
- Section 4 Module 4: Proactive Health & Warning Signs
- Section 5 Module 5: The Tactical Renewal Playbook
- Section 6 Module 6: Operationalizing Success
What You’ll Learn
- Transition from reactive "problem solver" to proactive "revenue driver" by mastering the Economics of Success and key retention metrics like NRR and GRR., Build a 1-Page Success Plan and a 90-day value roadmap to align product features with your client’s specific business outcomes and "wins.", Master "Power Mapping" to identify Executive Sponsors and deliver high-impact Executive Business Reviews (EBRs) that prove ROI to the C-Suite., Identify "silent churn" indicators and use a tactical 90-day renewal playbook to handle budget objections and secure long-term contract renewals.
Skills covered in this course
Reviews
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WWangari Korir
Clear, concise, and super helpful for my daily workflow.
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NNeema Juma
Practical, actionable, and human. The instructor clearly knows the daily grind of a CSM. The templates are clean and professional, and the 'Tactical Renewal Playbook' is something I will be referring back to every single quarter
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OOnyango Maina
I'm transitioning from Sales to CS, and this was the perfect bridge. It uses the revenue-focused language I'm used to but applies it to the long-term relationship. The exercises felt like real work tasks, not just homework. I feel 100% ready for my new role.
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WWairimu Barasa
I was skeptical about the 1.5 hour runtime, but it is incredibly dense with value. The section on 'The Save vs. The Down-sell' was especially realistic and honest.
