Foundations of Customer Success (CETW019)

Level: Basic
Duration: 1 day
Venue: Singapore University of Social Sciences

Synopsis

Customer Success has become one of the fastest-growing fields in the tech industry. As businesses increasingly shift towards subscription-based and SaaS models, retaining customers and maximizing their lifetime value is critical. Forbes highlights research showing that increasing customer retention rates by just 5% can lead to a 25% to 95% increase in profits. With the global customer success management market projected to grow significantly, demand for skilled professionals continues to rise, making this an essential career path for those looking to drive business growth and customer loyalty.

Designed by HelloSuccess for both aspiring Customer Success Managers and current practitioners, in collaboration with SUSS, this course is designed for graduates and early-career Customer Success Managers (CSMs) looking to build a strong foundation in Customer Success. This comprehensive foundation course bridges theoretical knowledge with practical insights drawn from two decades of customer-facing experience across APAC providing a structured approach to understanding and implementing Customer Success strategies in the dynamic Asian market landscape.

Course Objective

• Build a strong foundation in Customer Success by understanding key principles, industry trends, and the evolving role of a Customer Success Manager (CSM) across different business stages.
• Develop practical skills in onboarding, adoption, and customer engagement through hands-on exercises, role-playing scenarios, and real-world case studies.
• Learn to drive customer retention and growth by leveraging data-driven insights, customer feedback, and cross-functional collaboration to optimize renewals and expansion opportunities.

Who Should Attend

Graduates and Professionals looking to gain a comprehensive understanding of Customer Success strategies and processes within the SaaS industry.

Topics

Module 1 - Introduction to Customer Success & The Customer Journey

• Introduction to Customer Success
• Understanding the Customer Journey
• Practical Exercise: Customer Journey Mapping

Module 2 - Onboarding & Adoption 

• Onboarding Fundamentals
• Adoption Strategies
• Practical Exercise: Run a product onboarding session for a SaaS platform

Module 3 - Engagement, Renewals & Expansion

• Engagement & Relationship Management
• Renewals & Expansion
• Practical Exercise: Role-playing renewal conversations

A. Knowledge and Understanding (Theory Component)

By the end of this course, you should be able to:

• Explain the core principles of Customer Success, its impact on business growth, and the evolving role of a Customer Success Manager (CSM) across different business stages.
• Identify key industry trends, customer engagement models, and performance metrics essential for driving customer satisfaction and retention.
• Understand the customer journey, from onboarding to renewal and expansion, and how proactive strategies influence long-term customer relationships.

B. Key Skills (Practical Component)

By the end of this course, you should be able to:

• Apply effective onboarding and adoption strategies to drive customer engagement and product success.
• Demonstrate the ability to manage customer relationships, handle escalations, and lead renewal and expansion conversations with confidence.
• Utilize customer success tools, data-driven insights, and feedback mechanisms to optimize retention and growth strategies.

Schedule

Assessments

• Individual Presentation

Requirements

• Attendees should have a basic understanding of customer engagement concepts and business communication tools
• Attendees have to bring along their own laptop
• Attendees should download either Slack or Microsoft Teams onto your laptop before the session

About the Trainer

With 20 years of experience in Sales, Operations, and Customer Success, Jolyn is a seasoned leader known for driving customer-centric strategies and scaling high-impact programs. She currently serves as the Director of Customer Success, Asia at Sinch, where she focuses on optimizing processes, enhancing customer engagement, and delivering exceptional experiences. Throughout her career, she has held key roles at MongoDB, Zendesk, and Google, where she successfully led customer success initiatives, built high-performing teams, and implemented scalable solutions that drive business growth and customer retention.

Having lived in Asia for over 17 years, Jolyn has collaborated with clients across APAC and EMEA. She is the founder of "For Her Success," a dynamic community in Singapore dedicated to supporting and empowering women in Customer Success.

Application Procedures

Please submit the following documents to [email protected]:

1. Coloured copy (back and front) of NRIC for Singaporeans and PRs, or "Employment"/"S" Pass for foreign applicant
   
2. Application form
   
   

Course Fee

• Participants are required to achieve at least 75% attendance and pass any prescribed examinations/assessments or submit any course/project work (if any) under the course requirement.

• Participants are required to complete all surveys and feedbacks related to the course.

• The course fees are reviewed annually and may be revised. The University reserves the right to adjust the course fees without prior notice.

• Singapore University of Social Sciences reserves the right to amend and/or revise the above schedule without prior notice.

For clarification, please contact the SUSS Academy via the following: