Customer success fundamentals

What you will be able to do

Skills you add to your Herizon profile when you finish: Customer Success.

• Explain what customer success is and how it differs from support and account management
• Onboard a new customer so they reach their first value moment fast
• Track adoption and health, and spot churn risks before customers cancel
• Run good check-ins and quarterly business reviews
• Run a save conversation, an exit call and a win-back
• Find and act on chances to grow an account
• Build a CS practice you can repeat, even without special software

Who it is for

People starting in customer success for the first time. Founders who look after their own customers. Anyone whose job is to keep customers happy after the sale. You don't need any past CS experience.

The situation you work through

Anni, a customer success manager at Paikkari, a Helsinki shift-scheduling SaaS, onboards the café chain Kahvila Aalto and saves Hotelli Koivu, whose active seats fell from 22 to 9 of 25, out of her book of 40 accounts.

Your practice task

Pick a product you know and two customers, real or clearly invented: one new customer and one at-risk account. Write a day-by-day onboarding plan for the new customer with their goal in their own words, one first value moment and the Day 1 email. Score the at-risk account in four parts with evidence, name the most likely root cause, and write a save plan with an action, an owner, a measurable target, a check date and the first message. Submit it on one page.

What is inside

1. What customer success is
2. CS vs. support vs. account management
3. The customer lifecycle
4. Onboarding
5. Driving adoption
6. Check-ins and QBRs

and 7 more pages

Finish with a short quiz to earn your certificate.