Customer Success and Retention Management

The account that didn't renew last quarter? It was decided months ago — you just found out in the last two weeks. That gap, between when a customer quietly starts leaving and when you notice, is where retention is won or lost. This course is about closing it. You'll learn to run customer success the way the recurring-revenue math actually demands: proactively, from leading signals, measured by whether the customer got the result they bought — not by how many check-ins you logged. Start with the economics and the metrics that don't lie (gross vs. net revenue retention, logo churn — and why a "healthy" usage number can still be churning). Then build the craft, in order: onboard to first value with a mutual success plan, measure adoption without fooling yourself on vanity metrics, build a health score that combines more than logins, read the early warnings, and run a business review that proves value instead of reciting activity. From there, renewals that are confirmations rather than cliffs, expansion that's earned rather than pushed, and a save play that diagnoses before it discounts. Finally, you'll make it scale — segmentation, journey maps, playbooks, and tech-touch — whether you own ten enterprise accounts or ten thousand small ones. One commitment throughout: retention is earned through delivered value, never through lock-in or hiding the cancel button. By the end, you can read any account and name the next right move.