Customer Success for Impact
Learn how to manage customer relationships after the initial sale and deliver recurring impact through every customer interaction.
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About the Course
Customer Success for Impact builds the skills required to deliver recurring value to customers at every stage of the post-sale journey — driving retention, expansion, and recurring revenue. Learners gain a clear understanding of the key moments that matter across the customer lifecycle and how to apply customer-centric principles in each interaction.
By the end of the course, participants are equipped to proactively manage customer relationships, lead effective impact conversations, and grow accounts with confidence.
Curriculum & Learning Experience
Learners engage with a certified Winning by Design trainer in an experiential learning format that includes 8 hours of live instruction. Sessions incorporate role plays, breakout exercises, and recurring revenue frameworks applied to real-world customer scenarios.
Participants also receive access to our learning management platform for continued reinforcement through on-demand videos and frameworks.
Who This Course Is Best For
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Customer Success Managers and Account Managers responsible for account management and growth
Blended Course Format
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8 hours of live instruction, delivered as one 2-hour session per week
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Live sessions conducted via Zoom video conference
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Exclusive asynchronous access to blueprints, videos, and exercises
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Industry-recognized certification upon completion
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Maximum cohort size of 25 learners to ensure interaction and engagement
Prerequisites
- There are no prerequisites for this course
Course Details
Location
Online, delivered via Zoom
Standard Duration
4 weeks
Standard Schedule
1 live session per week (2 hours each) + online learning content
Upcoming Courses — Scheduled for Global Time Zones
Course Flow & Curriculum
Week 1: The SaaS Method for Customer Success
Module 1: The SaaS Method for Customer Success
Learning Objective: Explore how sales has changed and the moments that matter in the customer’s journey, including First Value and Full Value.
Module 2: Diagnosis Across the Customer Journey
Learning Objective: Discover how to speak the same language across your organization (as it relates to customer success) and summarize opportunities through the diagnostic framework, SPICED.
Module 3: The Science of Effective Communication
Learning Objective: Interactions: Illustrate effective communication with customers based on tone, active listening and techniques that open up a conversation.
Week 2: Impact
Module 4: The Structure of Executive Customer Calls
Learning Objective: Identify how to effectively open calls to capture attention and set the stage for a productive meeting, increasing impact and the CSM’s executive presence.
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Module 5: How to Ask Great Questions
Learning Objective: Demonstrate how to craft and ask questions to help customers articulate desired impact. Explore techniques on how to “go deeper” and navigate unexpected responses.
Module 6: First Value & Getting to Impact
Learning Objective: Orchestrate a plan to make your customers successful by aligning their goals with a timeline to achieve desired impact.
Week 3: Storytelling & Impact Review
Module 7: Leading Strong Impact Reviews
Learning Objective: Conduct Executive Business Reviews with stakeholders throughout their customer journey to uncover opportunities for more impact.
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Module 8: How to Share a Compelling Story
Learning Objective: Share stories to influence customers and help them see new impact opportunities without pitching. Use AI to help deliver engaging stories.
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Week 4: Expanding the Partnership
Module 9: Difficult Conversations
Learning Objective: Balance empathy with action to turn negative conversations into something productive to deepen the customer relationship.
Module 10: Managing Save Plays based on Trigger Events
Learning Objective: Apply a Save Play based on a triggered event or conversation that could put the customer relationship at risk.
Module 11: Engaging Decision Makers
Learning Objective: Identify how to get past blockers and deepen relationships with stakeholders and executives to grow the partnership.
Your Learning Journey
A clear view of how the course is delivered—from live sessions to applied practice—so learners know what to expect.
Course dates are flexible. This is for illustrative purposes only.
Get excited for the course — no action items yet.
Get situated on the online learning platform, complete Session 1 pre-work.
Live Session – 2 hours
Covering Modules 1 – 3.
Complete any post-session work, complete pre-work for next session.
Live Session – 2 hours
Covering Modules 4 – 6.
Complete any post-session work, complete pre-work for next session.
Live Session – 2 hours
Covering Modules 7 and 8.
Complete any post-session work, complete pre-work for next session.
Live Session – 2 hours
Covering Modules 9 – 11.
Complete online certification exam to prove your knowledge and earn a certificate (with score of 75% or higher)!
Meet Your Certified Trainers
Crismely Perez
Key areas of expertise: Prospecting coaching, Sales coaching, Customer Success coaching
Industry-Leading Certification in 3 Steps
Enroll
Choose the certification program that aligns with your role and goals, and secure your place in a structured learning experience built around proven GTM frameworks.
Attend
Participate in live, interactive sessions where concepts are taught, discussed, and applied through real scenarios—not lectures or slide-only walkthroughs.
Certify
Complete the certification assessment to validate your ability to apply the framework correctly, consistently, and in real GTM situations.
Trained in this course to date
Proven. Trusted. Recognized.
Our work is consistently recognized by industry analysts, platforms, and practitioners
for setting the standard in modern go-to-market training.
Trusted by Revenue Teams Worldwide
Why Winning by Design Stands Apart
Open & Private Course Formats
Choose the training format that best fits your team—join open courses to build skills alongside peers, or run private sessions tailored to your specific GTM motion and priorities.
Open Courses
Learn alongside GTM practitioners from other SaaS teams in live, instructor-led sessions focused on practical skill development and shared learning.
Best for teams and individuals who want:
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Live, structured training without custom setup
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Exposure to how peers approach similar GTM challenges
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Fast access to proven frameworks and skills
Private Courses
Run focused training for your team, customized to your GTM context, customer profile, and execution challenges.
Best for teams of 8+ who need:
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Alignment across sales, success, marketing, or leadership
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Training tied directly to your real deals and customers
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Faster adoption through shared language and standards
Need group or international training?
We offer team trainings for 8+ people and deliver training across North America, Europe, AsiaPac, and Latin America — in English, German, French, Spanish, Portuguese, Chinese, and Japanese.
Frequently Asked Questions
What will I learn in this course?
In this course, learners build practical skills for managing customer relationships after the initial sale, with a focus on driving recurring impact and recurring revenue. You’ll learn how to navigate key moments across the customer journey, apply customer-centric principles at each stage, strengthen executive interactions, conduct impact reviews, and grow accounts with confidence.
What is the format and duration of the course?
The course is delivered live online over a series of four, 2-hour sessions, typically with weekly live instruction complemented by asynchronous access to additional learning resources such as videos, blueprints, and exercises.
If I am unable to attend a live session, will recordings be provided?
Yes. While we recommend attending live, if possible, for the best learner experience, recordings will be provided by the course trainer following each live session.
Are there any prerequisites for this course?
There are no prerequisites. The course is designed for learners at all levels of experience.
How is the course delivered?
The course is delivered via live Zoom video sessions led by certified instructors, supported by asynchronous learning content available through an online learning platform.
Will I receive a certification?
Yes — learners who complete the course and any required assessments will receive an industry-recognized certification.
Can I take this course with my team?
Yes — this course can be taken as part of an open cohort or arranged privately for your team on a customized schedule by contacting us.
Is this course suitable for global participants?
Yes — Revenue Academy courses are scheduled across various time zones to accommodate global learners, and live sessions are conducted online. That said, if courses are not available regularly in your region, contact us to see if a training cohort can be arranged.
Can I apply what I learn immediately?
Yes. The course is designed around hands-on techniques and live practice, so you can apply new skills directly with your customers throughout the program. Lessons cover real-world communication, impact orchestration, difficult conversations, and customer success plays that can be used in your everyday work.
How do I register for the course?
You can register for open cohorts through the Revenue Academy schedule, or contact us to explore private team sessions.
Ready to Drive Recurring Impact Across Your Customer Relationships?
Whether you’re onboarding new CSMs or strengthening account management skills, this course teaches proven techniques to lead effective customer conversations, deliver ongoing value, and grow accounts with confidence.
Talk with a GTM expert about your GTM growth
We’ll help you understand what’s blocking predictable revenue and recommend the best path forward for your team.
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Get clarity on the root causes slowing your growth
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Understand which GTM improvements will deliver the biggest impact
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Explore pricing, timelines, and the right engagement for your goals
