🧑‍🏫 5 modules ✅ 40+ exam questions 📝 3 hours of content 🔖 Official certification ⌛ 100% self-paced

Mastering a first-rate customer retention strategy will keep your customer base intact, drive product adoption, reduce churn rate, and build customer loyalty.

Course overview

What is customer retention? We can all agree that keeping your existing customer base intact should be a company-wide initiative; the onus of driving retention shouldn’t solely fall on customer success’ shoulders. That said, with their access to data sets, it’s well within CS’ arsenal to conjure revenue-saving retention strategies.

Customer Retention Certified: Masters has been built from the careers of some of the world’s brightest CS leaders, designed to provide you with the foundations for creating gold-standard customer retention strategies.

From enrollment to certification, you’ll not only learn how to retain your clients and lower churn but unearth first-rate accounts of how to up-sell and sculpt out a brand based on exceptional customer loyalty.

This customer retention program will take you on a retention voyage: from learning its underpinning theories and metrics to executing successful customer retention strategies of your own with the aid of life-changing frameworks and fireside chats.

By the end of this course, you'll be able to confidently

✅  Understand what customer retention is and why it’s important

✅  Know the key differences between customer retention and customer loyalty

✅  Identify your valuable customers and know how to follow up with them

✅  Drive revenue growth through customer retention strategies

✅  Build customer loyalty by having a better understanding of your customers

What you can expect from this course

👩🏼‍🏫 5 insightful modules that cover a breadth of CS metrics

40+ exam questions sprinkled throughout every module to test your uptake.

3 hours of content, including bonus material,  crammed with expert insights.

🔖 Official certification to boost your resume and grow your career.

Learn from CS elite

Unlock 90 minutes of incredible bonus footage from the crème de la crème within the customer success space. These customer retention experts are connoisseurs of retention strategies and are here to help you become an absolute master of customer retention.

  • Michelle Wideman, Chief Customer Officer at Onna
  • Dan Farley, VP of Customer Success at Seenit
  • Priyanka Yadav, VP of Customer Success at Ceros

Don't worry, we do team rates, too.

If you're looking to get a team of three or more CS professionals certified, then speak to Tom about team rates at: t.madden@customersuccesscollective.com.

P.S. If you need help convincing your boss, we've done the hard part for you with this letter.

Course curriculum

Module 1: An introduction to customer retention

  • Why it’s important and what are its challenges

Module 2: Strategies to improve customer retention

  • Learn retention techniques and stand out from your competitors

Module 3: Understanding your customers

  • Identify why your customers are at-risk and prepare to win them back

Module 4: Metrics and analytics

  • Understand why customer retention analytics is crucial and how to measure it

Module 5: The cost of customer retention

  • Learn the cost of customer retention cost and how to best optimize your strategy

What’s included when I enroll?

👨🏼‍💻 3+ hours of course content.

🔥 90 minutes of bonus features with retention royalty like Michelle Wideman, Dan Farley, and Priyanka Yadav.

🛠 8 tried, tested + vetted templates.

40+ exam questions to consolidate the course curriculum.

👌 Lifetime access to all the course’s content - including future updates.

🧠 Facility to ask text-based questions throughout, all of which are answered by a CS leader.

🔖 Official certification if you pass all the exams.

⏳ 100% self-paced - learn at a time and pace that works for you.


Q: Who’s this course for?

A: This course is for anyone ready to master the art of customer retention. This course will equip you with the confidence and know-how you need to implement a killer customer retention strategy.

Q: How does the course work?

A: The course is 100% online and entirely self-paced. After enrollment, you’ll chronologically work through the modules and take part in activities. At the end of each module, we’ll present you with mandatory exam questions; if you pass all these, you’ll become Customer Retention: Certified!

Q: How long will the course take to complete?

A: In total, the course content, activities, and exams will take approximately around 3 hours to complete.

Q: What happens if I don’t pass the exams?

A: Don’t worry. If you fail on your first attempt, you'll have the opportunity to retake the exam. However, if you don’t pass on your second attempt, it means you won’t get the certificate. That said, you won’t finish this course having wasted your time; you’ll take away tons of invaluable information with access to the course materials for life. So, if you stumbled on anything in particular in the exam, you can brush up on those bits to your heart’s content!

Q: How long will I have access to the course content?

A: For life! A singular, one-off payment gives you unlimited access to all the course’s content.