Graduate Certificate in Customer Success Management

In this course, you will approach the study of customer value from a strategic and customer-centric perspective, understanding its vital role in the achievement of business objectives. Software as a Service (SaaS) companies and a study of their business models will be a core focus as the emerging company type requiring customer success professionals. You will be introduced to the fundamentals of customer value strategy and value creation, and the key frameworks and models that underpin these theories drawing from domains such as marketing, strategy and customer behaviour. You will prepare customer value recommendations suitable for senior company and client stakeholders, identifying how these help achieve overarching business strategy and drive competitive advantage.

This course examines the effective and successful management of customer and stakeholder relationships. You’ll reflect on the role of the customer success professional from the lens of self, team and organisation, and how these each contribute to building sustainable, loyal customer relationships. Key theories and frameworks underpinning this course include communication, team dynamics, conflict, negotiation, feedback, organisational structures and customer relationship management will be studied.

You will learn effective communication strategies to consult with clients and foster relationships built on empathy, engagement and the provision of value. You’ll develop techniques to identify, deploy and drive change and continuous improvement initiatives in organisational contexts and customer value teams to deliver sustainable value to customers and stakeholders.

This course equips you with the domain knowledge and skills required to identify and implement customer value solutions, and continually assess evolving customer needs through data analytics and insights gathering. You will map the entire customer lifecycle, from engagement through to subscription renewal, recognising the evolving needs of the customer at each stage and identifying solutions opportunities. An understanding of the core capabilities (people, process and technologies) that underpin successful solutions delivery will be taught.

You will learn how to utilise data to measure key customer performance indicators such as Customer Lifetime Value and Net Promoter Score, and how to identify trends and draw insights from analysis to help grow sustainable value. Key theories and frameworks underpinning this course include customer segmentation, value pool analysis, customer loyalty, data-driven decision making, and business operating models.

RMIT Online Future Skills are up-to-the-minute, industry led modules that focus on important capability areas for a customer success manager. Chose one of the following RMIT Online Future Skills courses: 

There are some pre-requisites for this course. You’ll need: 

• An Australian Bachelor degree (or equivalent), or a higher-level qualification from a recognised tertiary institution. 
• If you don’t have a Bachelor degree or equivalent, you’ll still be considered if you have five years’ full-time work experience. You will need to submit a curriculum vitae (CV).

International students are required to provide current evidence of English language proficiency for admission to RMIT University. For detailed information visit the English language requirements and equivalency information.

This program does not meet Australian student visa requirements. For an Australian student visa, you must have an on-campus place in a program of study. For more details on RMIT’s on-campus programs visit www.rmit.edu.au

At RMIT Online, we’re committed to supporting your lifelong learning journey. Our flexible learning pathways can be tailored to align with your individual educational goals. Some
of our short courses, when taken in certain combinations, are eligible for credit in the Graduate Certificate in Customer Success Management.

For a full list of the short course elective bundles and eligibility, please refer here. To be eligible for a credit transfer, you will also need to meet this program’s entry requirements. The course must be a current credential or completed within the last 10 years. Individual short courses are not recognised under the Australian Qualifications Framework (AQF).