8-Week Programme

Customer Service to Customer Success Manager

A structured, practical programme that helps you build a CSM portfolio, master the metrics that matter, and land a role earning £45-65K+.

Try Week 1 Free See pricing

What You Walk Away With

A portfolio of real CSM deliverables (health scores, QBR decks, playbooks)
Confidence in CSM interviews with role-specific prep
A clear job search system with weekly targets
Deep understanding of SaaS metrics: NRR, churn, health scores
Direct feedback from experienced CS leaders

Built For You If…

You work in customer service and want a higher-paying career
You have empathy and communication skills but need strategy
You want to break into SaaS without a technical background
You are ready to invest 5-7 hours per week for 8 weeks

Week-by-Week Breakdown

Week 1: Foundations

Why Customer Success Exists
The CSM Mindset
CS vs CS: The Difference
Your Transferable Skills

Week 2: The Customer Lifecycle

Onboarding New Customers
Adoption & Engagement
Renewal Strategy
Expansion Revenue

Week 3: Health Scores & Data

Building Health Scores
Leading vs Lagging Indicators
Using CRM Data
Segmentation

Week 4: Business Reviews

Quarterly Business Reviews
Executive Presentations
Success Planning
Stakeholder Management

Week 5: Tools & Tech

CSM Platforms (Gainsight, ChurnZero)
CRM Best Practices
Automation & Playbooks
Data Analysis

Week 6: Retention & Growth

Churn Prevention
At-Risk Playbooks
Upsell & Cross-sell
NRR Strategy

Week 7: Portfolio Build

Health Score Template
QBR Deck
Onboarding Playbook
Case Study Write-up

Week 8: Land the Job

CV Rewrite for CSM
LinkedIn Optimisation
Interview Prep
Job Search System

The Business Case for Your Career Change

Customer Service

£22-32K

Customer Success Manager

£45-65K

Senior CSM

£70K+

Ready to Make the Switch?

Try the first week free. No card required.

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