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Formation CSM - Customer Success Manager

Formation CSM - Customer Success Manager

Formation CSM - Customer Success Manager
2 days
Inter / Intra
In-person / Online
French / English
Customised training ⚙️
On request
Group video training 💻
1,490€ excl. VAT
Price per participant
Payment in instalments
Interested by this course?
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Formation CSM : développer la fidélisation client

La formation Customer Success Manager vous apprendra à construire des relations solides avec vos clients pour améliorer leur fidélité et leur satisfaction. Vous développerez une expertise opérationnelle sur les outils, méthodes et indicateurs clés du succès client.

Location 📍
Back to school
Please contact us
✅ Parallel admissions available
Certification 🎓
Certificate issued
"Spécialisation CSM" par Crews
Accessibility
All profiles
Admission 📝
Prerequisites
Further studies
Satisfaction ⭐

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📅 Next sessions

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Les plus de la formation CSM

  • Une formation appliquée à 100% au Customer Success
  • Un mélange de théorie et de pratique, avec utilisation des outils du Customer Success
  • Un formateur expert du Customer Success
  • Groups of up to 5 learners
  • Individualized support from our Experience team
  • Training that can be financed by OPCOs

Objectifs de la formation CSM

  • Comprendre le rôle stratégique du Customer Success Manager dans la fidélisation
  • Mettre en place une démarche proactive d’accompagnement client
  • Développer des compétences en relation client, analyse et gestion de portefeuille
  • Maîtriser les outils CRM, les KPIs et les processus de satisfaction
The admission process
14 hours

Le programme de la formation CSM

Comprendre le rôle du Customer Success Manager
  • Évolution de la fonction : du support client au succès client
  • Périmètre et missions clés : onboarding, suivi, upsell, fidélisation
  • CSM vs Account Manager vs Support : bien distinguer les rôles
Mettre en œuvre une stratégie de Customer Success
  • Segmentation du portefeuille clients
  • Mise en place de plans de suivi personnalisés
  • Utilisation d’outils CRM et de tableaux de bord clients
Communiquer avec impact
  • Techniques d’écoute active et posture de conseil
  • Gestion des objections, de la frustration ou de l’insatisfaction
  • Création d’une relation durable et proactive
Suivre et mesurer la performance
  • Définition des bons KPIs : churn, NPS, taux d’adoption, rétention
  • Pilotage de la satisfaction et de la valeur client
  • Organisation de revues clients (QBR) et construction de feedbacks exploitables
Atelier de mise en situation
  • Étude de cas sur une entreprise SaaS ou service B2B
  • Identification des opportunités, rédaction d’un plan de succès
  • Pitch client et gestion de suivi
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Career opportunities and further studies

Job opportunities and career paths

À l’issue de la formation, les apprenants pourront assumer un poste de Customer Success Manager, construire une démarche d’accompagnement efficace, et contribuer activement à la fidélisation et à la croissance des revenus clients.

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Financing Your Training

Crews étant certifié Qualiopi pour les actions de formation, il existe de nombreuses aides et moyens de financer la formation CSM (Customer Success Manager).
Nous vous invitons à consulter la page dédiée aux modalités de financement ci-dessous.

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Other informations

Methods used
  • Training led by professionals in activity 
  • Varied and dynamic teaching methods 
  • Individual supervision by the Experience team
Evaluation methods
  • End-of-course assessment via quiz or project report
Results
  • Satisfaction rate at end of training: NA
  • Individual progression rate: NA
Accessibility & International
  • Accessibility for people with disabilities or special difficulties, please contact us to arrange a meeting and propose a program adapted to your needs: handicap@crews-education.com
  • Accessibilityfor international audiences, contact us: international@crews-education.com
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‍Informations mises à jour le 30/10/2025

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Crews is committed to a Quality approach, our educational project is based on 5 commitments.
Crews is Qualiopi certified and is listed on DataDock.
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Quality certification has been awarded for the following categories of action:
- training activities,
- apprenticeship course center.
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