THE CUSTOMER SUCCESS ACADEMY
Hosted by Fabio Faschi
Welcome to the Customer Success Academy, your one-stop resource for mastering the art of customer success. Whether you're a seasoned professional looking to sharpen your skills or just starting out in the field, our academy is designed to equip you with the strategies, tools, and insights you need to help your clients thrive and drive your company’s growth.
*This Academy is a Work in Progress, and I am constantly adding new material, content, and features from fellow professionals in the CS world to improve what we have on offering. We also welcome any feedback, so shoot us a note!
Why Customer Success Matters
Customer Success (CS) is more than just ensuring customer satisfaction—it's about proactively driving customer outcomes and fostering long-term relationships that lead to mutual growth. As markets become increasingly competitive, businesses that prioritize customer success stand out by delivering continuous value.
In this Academy, we’ll explore how to:
Reduce churn and improve customer retention.
Boost customer lifetime value through strategic engagement.
Scale customer success processes to support company growth.
Leverage data and automation for more efficient CS workflows.
Academy Sections
1. Core Customer Success Principles
Mastering the Fundamentals of Customer Success
In this module, you’ll learn about the foundations of customer success: from understanding the customer journey, to building trust, to identifying key success milestones. We cover the essentials:
Customer Onboarding Best Practices
Customer Health Metrics
Handling Difficult Customer Conversations
Read more on Customer Journey Mapping at Klaviyo
2. Case Studies: Real-World Success Stories
Learn from the Best
Nothing is more powerful than real-world examples of customer success. Our case studies dive deep into how successful companies have designed and scaled their CS strategies to deliver outstanding results.
Case Study 1: How [XYZ Tech] Reduced Churn by 35% Using Automated Customer Health Scoring
This case study demonstrates how XYZ Tech integrated data-driven tools to monitor customer health, reducing churn and increasing upsell opportunities.
Read the full case studyCase Study 2: Scaling Customer Success at [ABC SaaS]
Learn how ABC SaaS built a customer success team from scratch and scaled it as the company grew from a startup to an enterprise.
Read the full case studyCase Study 3: Building a Customer-Centric Culture at [RetailCo]
RetailCo transformed their entire approach to customer experience by empowering their Customer Success team, resulting in a 50% boost in customer loyalty.
Read the full case study
3. Essential Tools for Customer Success Professionals
Success in the field requires the right tools. Here, we present a curated list of the most powerful CS software and resources to streamline your workflows, improve customer engagement, and scale your operations.
Customer Success Platforms: Tools like Gainsight and Totango allow you to manage customer health, automate touchpoints, and track KPIs in real-time.
Knowledge Management Solutions: Use tools like Guru and Confluence to centralize your product knowledge base and empower both your CS team and customers with self-service options.
CS Analytics: Leverage data visualization and reporting tools like Tableau and Looker to monitor key metrics like customer retention, churn, and engagement rates.
Customer Feedback Platforms: Tools like SurveyMonkey and Typeform help gather valuable feedback to measure customer satisfaction, NPS, and areas for improvement.
4. Advanced Customer Success Strategies
Going Beyond the Basics
Once you’ve mastered the fundamentals, it’s time to level up with advanced strategies designed to help you become a customer success leader.
Customer Segmentation and Tailored Engagement
Learn how to segment your customer base effectively and tailor engagement strategies based on customer needs, industries, and growth potential.
Deep Dive into Segmentation (Coming Soon)Strategic QBRs (Quarterly Business Reviews)
Discover how to run impactful QBRs that provide actionable insights and deepen relationships with your top clients.
Learn How to Run a QBR (Coming Soon)Expansion Revenue and Upselling Tactics
Explore how to turn customer success into a revenue-generating department by identifying expansion opportunities and upselling without compromising trust.
Explore Upselling Best Practices (Coming Soon)
5. Customer Success Metrics: Measuring Success
Understanding the right metrics can make or break your customer success strategy. In this section, we walk you through the most important metrics to track and how to interpret them:
Net Promoter Score (NPS): A key measure of customer loyalty.
Customer Lifetime Value (CLTV): Understand the long-term revenue a customer will bring to your business.
Churn Rate: Identify patterns and reduce customer attrition.
Customer Health Score: Combine product usage, engagement, and support metrics into a single health score to track how well each customer is doing.
6. CS Academy Library: Books, Blogs, and Industry Reports
Continuous learning is essential in the fast-evolving world of customer success. We’ve compiled a list of top books, blogs, and reports to keep you up-to-date with the latest trends and practices in the field.
Books
Blogs
Industry Reports
Get Certified in Customer Success
Our Customer Success Certification Program will help you stand out as a leader in the field. Gain credentials that demonstrate your expertise and provide you with an edge in your career.
Certified Customer Success Professional (CCSP)
Advanced CS Leadership Certification
Customer Health Scoring Certification
Explore Certification Programs (Coming Soon)
Ready to Drive Success?
Your journey toward customer success mastery begins now. Explore our case studies, use our tools, join the community, and start transforming your customer relationships today.