1.0 Customer Success Industry

15%

1.1 Explain the key drivers creating the need for Customer Success

1.2 Define customer success (expected and unexpected value)

1.3 Explain the customer lifecycle journey

1.4 Compare customer success, customer support and sales

1.5 Explain the value proposition for customer success

• 1.5.a Vendor
• 1.5.b Customer

1.6 Explain different IT purchasing and consumption models

• 1.6.a Software licensing
• 1.6.b Service subscriptions
• 1.6.c Enterprise agreements
• 1.6.d CapEx vs OpEx

1.7 Identify the key metrics for customer success

• 1.7.a Leading indicators
• 1.7.b Lagging indicators

1.8 Explain the financial implication of the following metrics

• 1.8.a Churn
• 1.8.b Expand
• 1.8.c Renewal (MRR, ATR, LTV, ACV)

1.9 Describe customer engagement models based on customer segmentation

• 1.9.a High touch
• 1.9.b Virtual touch
• 1.9.c Digital touch

1.10 Describe the objectives of the Customer Success Manager

2.0 Success Plan Creation

25%

2.1 Identify the product or solution purchased

2.2 Identify key stakeholder roles

2.3 Validate the desired business outcome based on information obtained from key stakeholders

2.4 Identify critical success factors to connect to business outcomes

2.5 Analyze the account baseline to identify gaps

• 2.5.a Tools
• 2.5.b Process
• 2.5.c People

2.6 Analyze a customer health score

• 2.6.a Product Usage
• 2.6.b Product Quality
• 2.6.c Customer Sentiment
• 2.6.d Customer Financials

2.7 Describe the common elements of a customer success plan

2.8 Explain the purpose of targeted use cases

2.9 Identify the individuals and responsibilities within a RACI

2.10 Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement

3.0 Barrier Management

25%

3.1 Identify types of customer barriers

• 3.1.a Business
• 3.1.b Operational
• 3.1.c Technical
• 3.1.d Corporate Culture

3.2 Describe sources used to identify customer barriers

• 3.2.a Tools (telemetry, consumption data)
• 3.2.b Process
• 3.2.c People

3.3 Identify customer barriers

• 3.3.a Observation
• 3.3.b Conversation
• 3.3.c Data

3.4 Identify actions that impact time to value for common customer barriers

• 3.4.a Stalled or prolonged implementation
• 3.4.b Loss of a project sponsor
• 3.4.c Lack of product features
• 3.4.d Product quality or performance issues
• 3.4.e Product is not the right fit for the customer

4.0 Customer Success Management

20%

4.1 Explain the elements of customer onboarding

• 4.1.a Deployment planning
• 4.1.b Priority success focus
• 4.1.c Timeline to value
• 4.1.d Feature matrix utilization

4.2 Explain the purpose of essential customer management activities

• 4.2.a Customer and industry observations
• 4.2.b Customer conversations and interactions
• 4.2.c Account data and scoreboard review
• 4.2.d Capturing moments of success
• 4.2.e Success Plan review

4.3 Explain communication needs of stakeholders

• 4.3.a Customer Executive
• 4.3.b Account Manager
• 4.3.c Customer User
• 4.3.d Services
• 4.3.e Business Unit

4.4 Describe the Quarterly Success Review process

4.5 Identify outcomes from a Quarterly Success Review

4.6 Identify opportunities for customers to act as advocates

5.0 Expand Opportunities and Renewal

15%

5.1 Describe types of expand opportunities

• 5.1.a Additional features
• 5.1.b New use cases
• 5.1.c Additional User groups
• 5.1.d New solutions
• 5.1.e Change management services

5.2 Identify potential expansion opportunities across the customer lifecycle from a customer success plan

5.3 Create an adoption campaign to identify expand opportunities

5.4 Update customer success plan with expand opportunities

5.5 Explain the elements of a renewal risk analysis

5.6 Create mitigation plans that address risk factors