Course Syllabus

• Course 1: Your AI Opportunity in Customer Success

  This foundational course provides a data-driven overview of the current and future impact of AI on the Customer Success profession. You will analyze the data behind the "scalability crisis" and the "cost center" perception, understanding why human-driven models struggle and the painful consequences for careers and companies. We'll then explore why the emergence of powerful, accessible generative AI represents a fundamental tipping point, giving every customer success professional the tools to reclaim their time, amplify their strategic impact, and gain a massive competitive advantage.

  What You'll Learn
  This course will teach you how to:

  • Analyze the data behind what's holding customer success professionals back from reaching their full potential.
  • Understand why generative AI represents a fundamental tipping point for the customer success function.
  • Explore the vision of the AI-powered customer success department that is quickly becoming the norm.
  • Define what it means to become an AI-forward customer success professional.
  • Solidify your personal AI opportunity to guide your ongoing transformation.

• Course 2: The AI-Powered Playbook for Customer Success

  This course provides the strategic framework you need to rise above the noise of the AI landscape. You will master the "3 A's Framework" as your core mental model for thinking about AI. We'll start with Automation, using AI to eliminate repetitive, low-value work like QBR prep and meeting summaries. Next, we'll cover Augmentation, using AI as an intelligent copilot to enhance your strategic skills with pre-meeting briefs and real-time assistance. Finally, we'll explore Acceleration, using AI to fundamentally reinvent core processes like predictive churn detection and expansion opportunity identification.

  What You'll Learn
  This course will teach you how to:

  • Master the "3 A's Framework" (Automation, Augmentation, Acceleration) as your core mental model to categorize AI uses.
  • Explore real-world AI use cases and tool categories for each step of the framework.
  • Learn the key strategic questions to ask at each step to identify your own AI opportunities.
  • Apply the playbook by creating your own preliminary list of at least 10 potential AI opportunities.

• Course 3: Finding Your AI Advantage in Customer Success

  This course is designed to help you build your personal, prioritized AI Blueprint. You will learn two powerful, complementary models to create a tangible action plan. First, you'll use the bottom-up Use Case Model, deconstructing your job into a "bundle of tasks" to find quick-win efficiencies. Next, you'll apply the top-down Problem-Based Model, starting with your biggest strategic business challenges (like churn or low NRR) to drive long-term innovation. You will use custom AI tools to rapidly populate your own comprehensive workbooks, turning a long list of possibilities into a strategic, data-driven plan.

  What You'll Learn
  This course will teach you how to:

  • Apply the Use Case Model to systematically unbundle customer success roles and workflows into a list of opportunities.
  • Master a prioritization framework to rate your use cases and identify your top “quick wins.”
  • Apply the Problem-Based Model to identify high-value, strategic problems that AI can help you solve.
  • Build your own comprehensive AI workbooks that form your personalized AI action plan.

• Course 4: Applied AI for Customer Success

  You have the strategy, the playbook, and a personalized blueprint. But a plan is only as good as your ability to execute it. This capstone course is where we move from planning to doing, bridging the gap from your action plan to real-world application. You will learn a durable framework for navigating the complex AI technology landscape and then get your hands on the keyboard to master the essential AI skills every customer success professional needs to succeed.

  What You'll Learn
  This course will teach you how to:

  • Master the "Three Tiers of AI Technology," a framework for organizing and prioritizing your technology selection.
  • Learn a repeatable process for discovering and vetting new AI tools for CS.
  • Master four essential, hands-on AI skills: advanced prompting, building custom AI assistants, grounding AI in your data, and performing deep research.
  • Explore a curated list of powerful, real-world AI customer success tools to bring your blueprint to life.

• Final Exam

  Upon successful completion, you will earn a Professional Certificate for the AI for Customer Success  course series.