Customer Success Manager

A field-tested CSM curriculum for SaaS practitioners who own customer adoption and outcomes (not the revenue line — that belongs to AM). You will leave able to ship a 60–90 day onboarding plan with a named first-value milestone, design a composite health score (usage + sentiment + outcome) that back-tests against historical churn, run outcome-led QBRs that answer the only question that matters at signing ("did we get you to the metrics you wanted?"), and walk into a hostile renewal call with a SPICED-anchored Critical Event ready. Built around Lincoln Murphy, Donna Weber, and Winning by Design's SPICED framework, with worked artifacts from Gainsight, ChurnZero, Vitally, and Catalyst.