Customer Success Manager Training Program (CSM)

We differentiate our training in several ways: Alignment with current (and future) employer needs Alignment and contribution to industry-led competency standards A complete, up-to-date program that includes a structured weekly live training, group activities, AMA's, research, and assignments in small cohorts A rigorous, 180-question exam based on course content, current standards, and best practices. A 70% passing score is required to earn the certification Taught by current and former Enterprise Customer Success Managers Current content, kept up to date, and maintained according to IACET standards Content measured against changing CSM trends

If you are not already a Customer Success Manager, you might wonder what makes this a good career choice. After a lot of experience, here are some traits that are common in successful CSM's. Traits are those things that are inherent in your personality; they typically are hard to teach but come naturally to you. Genuine Empathy: A natural ability to intuitively understand and connect with others’ feelings, making customers feel truly heard and valued. This is critical. You need to care for the sake of caring. ​ Authentic Integrity: An inherent honesty and moral grounding that customers can trust without question, fostering genuine, long-lasting relationships. ​ Innate Curiosity: A built-in drive to constantly explore new ideas, solutions, and perspectives, enabling proactive support tailored to each customer’s unique challenges. ​ Resilient Optimism: A persistent and uplifting attitude that remains steady even when facing setbacks, helping customers feel confident and supported throughout their journey. ​ Natural Adaptability: An effortless ability to adjust on the fly, embracing change and evolving customer needs without hesitation, ensuring continual growth and improvement in service delivery. Product Nerd: In order to succeed in Customer Success, you will need to be a product nerd. What is that? It's a genuine fascination and interest in the product you are working with. As a CSM professional, part of your role is to act as consultant for your customers and if you have no passion or interest for your product, then you will find it very difficult to help your customers succeed. Business Nerd: Your customers (Stakeholders especially) want to grow their business. As a CSM, you are not just there to exist, you are there to help them achieve their business goals, regardless of the product, and that's where you need to be both interested in and fascinated with business and how it works.

The Customer Success Institute, LLC. is the business that provides the Customer Success Manager (CSM) training, and the Certified Customer Success Manager (CCSMP) certification exam. We are not a membership or standards body, however we do adhere and contribute to, CSM standards as the industry changes; our training and accredited certification will both adhere to standards as well as help advance (and influence) the career path for CSMs. We are in the process of obtaining additional credentialing accreditation from the IACET board of continuing education to solidify our certification as an industry standard, recognized by employers and supported by industry experts and standards bodies.

Becoming certified as a Customer Success Manager (CSM) provides a range of advantages that can positively impact both your professional development and your organization’s relationships with clients. Some key benefits include: Establishing Credibility and Trust: Having a recognized certification helps demonstrate that you’ve invested in formal training and have met industry standards for customer success competencies. This can bolster trust with customers, making them more receptive to your advice and guidance. Demonstrating Proven Expertise: Certifications usually cover core principles, methodologies, and best practices, ensuring you’re well-versed in current industry trends. This breadth of knowledge helps you provide more informed strategies and insights that lead to better customer outcomes. Enhancing Career Prospects: As organizations increasingly value the Customer Success function, certified professionals often stand out in the job market. Employers view certification as evidence of commitment and capability, which can result in more job opportunities, promotions, and potentially higher compensation. Improving Customer Outcomes and Satisfaction: By applying refined skills and industry-standard frameworks, you’ll be better equipped to identify customer challenges early, proactively address issues, and drive value realization. This leads to stronger customer relationships, higher retention rates, and improved loyalty. Aligning with Best Practices and Standards: Many certification programs ensure their curriculum is regularly updated to reflect evolving trends and technologies. This helps you stay current and continuously improve how you approach customer onboarding, product adoption, and renewals. Fostering Continuous Professional Growth: The certification journey often includes ongoing learning and community engagement through conferences, webinars, and workshops. You’ll connect with fellow professionals, share experiences, and gain access to cutting-edge tools and techniques that strengthen your practice over time. Overall, certification not only underscores your competence but also equips you with the knowledge, frameworks, and credibility to excel in customer success management—ultimately benefiting both your career trajectory and the customers you serve.