Customer Success Management

Our Customer Success Management Course is unique because the role of a Customer Success Manager is unique! Where most of our roles are pure selling roles, the CSM role is a relationship management role with an element of selling.

Uvaro’s Customer Success Management course will help you learn how to apply the specific communication, mentoring, organizational, and mediating skills necessary to succeed, and will practice techniques needed to mentor, support, and grow the success of both your customers and your organization.

Like we said: a hint of sales, but a strong element of relationship and people management.

CSMs differ from AM roles in the same way the Courses differ from each other. As a Customer Success Manager, your objective is to retain your customers and make sure their teams are properly integrating and using your product. So, in this Course, you’ll learn how to apply the specific communication, mentoring, organizational, and mediating skills necessary to succeed, and will practice techniques needed to mentor, support, and grow the success of both your customers and your organization.

The Account Management Course teaches you the knowledge, skills, processes, behaviors, and techniques you’ll need to land and excel in your first role as an Account Manager, which is a core sales role-specific to in account growth and focuses on upselling, and cross-selling goals.

Yes. This Course is ideal for someone who has a basic understanding of tech sales, is enthusiastic about prioritizing relationship building, and understands what it means to be responsible for revenue retention.

It’s important for you to step into a CSM role with confidence so that you are able to achieve what’s expected of you. For that reason, experience with serving, or supporting customers in a different role or industry is useful in this context.

It’s unlikely that without experience helping customers resolve issues, that you’ll feel prepared stepping into a Customer Success role. That being said, we have seen circumstances where inexperienced individuals who possess high emotional intelligence, problem-solving skills, critical thinking, and conversational skills, stepped into CSM roles and been successful.

If you aren’t familiar with tech and tech sales, we recommend you begin by enrolling in our 12-week Tech Sales Foundations Course first and using this CSM Course to reach for a promotion into a CSM role later down the line.

Our members have found stable homes all over the tech industry and beyond! Some of our members have landed with Uvaro partners like Vidyard. Others have landed with huge names such as Salesforce, Oracle, PayPal and Shopify.

Some of our greatest success stories come from our members finding their dream jobs in industries they’re passionate about. For example, a former bartender found his calling at 7shifts — a hospitality scheduling tool he once used — after becoming a Uvaro member.

We know a thing or two about how important social proof is, so here is a small list of additional names where Uvaro grads are building great careers at companies like ClearCo, Docebo, ChiliPiper, OnCall Health, Lever, Volley, ThoughtExchange and more!

To read more about our members’ success, please check out our Wall of Love or listen to The Seller’s Journey podcast.

At Uvaro, we are committed to providing the highest quality education and Career Coaching, which is why we have assembled a team of the best instructors and guest speakers in the business. These folks are not just experienced educators, but also active professionals who are leaders in their respective fields. They bring their real-world expertise into the classroom, so that our students get a practical, relevant education that prepares them for their journey toward Career Success.

Our team includes seasoned sales leaders, life coaches, and adult educators. This combination provides Premium members with a unique in-class learning experience that you can't get anywhere else. They are not only experts in their fields, but also approachable, supportive, and dedicated to helping you achieve your career goals.

To learn more about our talented instruction team, we encourage you to download our Career Success Catalog or follow us on LinkedIn.

Uvaro is not a placement agency. We define success by a combination of factors, including customer satisfaction with career outcomes. Fulfillment is more important to us than a bandaid solution — like a quick job placement — because it is to our members.

We support our members as long as you need us — we’re a lifelong support network — so that we can help you achieve the career outcome of your dreams. But career change doesn’t happen overnight.

70% of our Course participants have found themselves career-changing roles within 90 days of signing up.

We value longterm Career Success over short term gains that are often unsustainable. Compared to other bootcamps and programs, once you land your first role, the support and guidance only increases from there. We want to help you grow in your new job.

We are confident in our services and the success we see with our customers, but when a customer succeeds in landing a role they’re excited about, it’s because of the hard work and effort they put in.

We understand that finding a job can be a challenging and stressful experience, and we want to support our Premium members as best we can. While we are confident in our ability to help individuals develop the skills necessary to interview successfully and take on fulfulling roles in the tech sector, we want to be upfront that we are not a placement agency, and we do not offer job guarantees.

At Uvaro, we are committed to providing our Premium members with the resources and support they need to confidently navigate the job search. We offer personalized coaching, mentorship, and career development services on top of our Courses that are designed to help our members succeed in their job search. We are proud of the success our members have seen, and we believe that the skills and knowledge they gain from our Courses can give them a competitive edge in the job market.

But it's important to again note that we cannot guarantee job offers or specific outcomes. We want to be transparent with our members about the realities of the job market. It wouldn’t be fair to you, or to us to try and help you navigate your fears, and hurdles without this transparency. That’s why we encourage everyone to approach the job search with realistic expectations and a willingness to put in the hard work and effort required to succeed.

If you are committed to developing your skills and knowledge, and are willing to put in the effort to succeed, we believe that Uvaro can provide you with the resources and support you need to achieve your career goals. We might not guarantee you a job, but we can guarantee to be there when you need support in finding one.

If you're a Premium member, enrolling in any of our Courses is a straightforward process that takes just a few clicks. Once you've selected a Course that aligns with your learning needs and schedule, click 'Enroll' and you're on your way. Please allow at least 3 business days for your enrollment to be officially processed and you will notice your new Course in your upcoming activities area of your account profile.

As the class time approaches, you'll receive additional information to help you prepare and make the most out of your learning experience. If you're not yet a Premium member and are interested in unlocking this streamlined enrollment process, visit our Premium Membership Page. When you're ready to make the commitment, head over to our Upgrade page to become a Premium member.

We acknowledge that life circumstances can change and strive to be flexible in accommodating your needs. While it is possible to withdraw from a course, we strongly advise our students to enroll in Courses they genuinely wish to take, actively participate in, and do their best to complete. This approach helps us manage resources effectively and ensures a positive class experience for all participants.

Though we prefer withdrawal to be an exception rather than the norm, our policies are designed to support those in need. There's no requirement to defer enrollment, as we have new cohorts starting every few weeks. If you decide to re-enroll later, simply click the enroll button when you're ready. To ensure a successful learning experience, we recommend scheduling a session with a Career Coach prior to re-enrolling if you have previously withdrawn. They can offer valuable support and guidance, or suggest alternative approaches that better align with your goals.

As a Premium member, there are no additional costs beyond your membership fees for enrolling in our Courses and Workshops. To learn more about becoming a Premium member, please visit our pricing page.

Our membership model differs from traditional education, where you would typically pay for each Course or Workshop individually. Instead, we offer a flat fee that supports your career goals, allowing you to take as many Courses and Workshops as you'd like based on your available time and resources.

Uvaro offers two financial assistance programs for those interested in becoming Premium Members.

Assisted Subscription Agreement (ASA): This program enables eligible members to join Uvaro at a reduced rate for up to 12 months or until they reach a specific income level (Qualified Income Threshold). Once the income level is met, members will pay the regular monthly subscription fee for 12 months.

Impact Scholarships: Aimed at empowering more women, particularly women of color, to succeed in the tech industry, these scholarships reduce barriers and enhance access to high-quality employment with upward mobility in the ICT sector. We've partnered with some amazing forward thinking companies for their incredible support.

For more information about these financial assistance options, please visit our General FAQ.

On a high level, you can expect to see an average base salary of $66,760 to $79,625 in the U.S. and $62,287 to $69,228 in Canada, with an average OTE depending on base only, base and bonus, or base and variable salary structures.

The average salary for a CSM in 2023 varies depending on the company, level of experience, industry, and location. WOW, that's a lot of factors. To help set the proper expectations on the roles, and salaries they can expect to see upon graduating from Customer Success Management we’ve created our CSM Salary Guide for 2023.

Being a Customer Success Manager requires a combination of hard and soft skills. Soft skills include but aren’t limited to, empathetic and efficient communication, proactive problem-solving, confident leadership, active listening, expectation management, and collaboration. Hard skills include tool use and technical literacy, product knowledge, organization, reading comprehension, and writing skills.

Most importantly, Customer Success Managers are always working closely alongside their customers to help them troubleshoot, solve problems, overcome challenges, and effectively use your product. The better you are at collaborating with customers to help solve their problems, the better a Customer Success Manager you are.

Every day when a Customer Success Manager logs in they review their email, voice messages, ticket queue, and calendar. This information is critical to prioritizing key activities and actions needed for the day.

Their core tasks include creating a customer success plan, educating customers on how to use the product most effectively, identifying the right moments to promote additional products or services, resolving customer problems as they arise and checking in with customers regularly and proactively.

Responding to tickets and emails, making dials, attending web conference meetings with customers, drafting email templates and support articles, and entering data into the CRM are also part of their day to day.

To learn more about the CSM role, check out our blog.

Yes

When you join as a Premium member, you are required to participate in our Onboarding Prep Week before participating in Courses and Workshops, for many of our members this is before they join a Tech Sales Foundations Course.

Our Onboarding Prep Week is a combination of live and asynchronous sessions and tasks that onboard you to the tools, resources, and services at your disposal as a Premium member. We want to show you how to take advantage of all of our offerings while introducing you to some of the individuals who will support you during your time at Uvaro.

These sessions will teach you how to use your uvaro.com profile, join Courses and Workshops, and complete all the needed checklist tasks to see success right out of the gate. We do this so you don’t need to spend the first day of class learning about Uvaro - you are there to learn about tech sales.

The biggest takeaway we hope to instill from our Onboarding Prep Week is the mindset it takes to be successful when changing careers. A career change won’t happen overnight, and it will require hard work, with some setbacks. Uvaro is here as a guide to teach and support - but it is you, and the mindset that you bring to your career growth that will impact how successful our Career Success program is for you.