Customer Success Fundamentals, taught by Custify Head of Customer Success Irina Vatafu, turns the processes Custify's CS team runs every day into 9 video lessons, 9 quizzes and a verifiable certificate.
-- Custify, the AI-first customer success platform for B2B SaaS companies, today launched Custify Academy, an online learning program for customer success professionals. The first course, Customer Success Fundamentals, is open now at custify.com/academy.
The course teaches customer success the way Custify's own CS team practices it. Irina Vatafu, Head of Customer Success at Custify, leads the course and built it with four members of her team: Andreea Cheregi, Giorgiana Ianole, Loredana Lesnic and Theodora Caldare. Vatafu has spent 10 years in customer success and has managed 450 accounts and $10 million in annual recurring revenue.
"Customer success is not customer support, and it isn't the friendly check-in call either," said Irina Vatafu, Head of Customer Success at Custify. "The job is to get customers to a result they can measure. We built this course around that idea, with the same processes, terms and warning signs our team works with every day. Someone who finishes it knows what the job is and what to do first."
Two modules, one customer lifecycle
Module 1, Introduction to Customer Success, defines the role and separates it from the jobs it gets confused with. The lessons cover what customer success is and what it isn't, the customer success mindset, core terminology such as health score, Net Retention Rate and Gross Retention Rate, and how Customer Success, Support and Sales divide the work.
Module 2, Core CS Processes, follows the customer lifecycle in order: onboarding, adoption and value realization, renewals and expansions, risk management and churn management. Each lesson pairs the process with a worked example and the mistakes CS teams make most often.
How the course works
The course runs about 1.5 hours of video across 9 lessons. A four-question quiz follows every lesson, with a 75% pass mark and unlimited retakes. Each module comes with a downloadable resource guide. Students who complete every lesson and pass every quiz receive a customer success certificate with a public verification page they can add to their LinkedIn profile. The course is self-paced and in English, and access does not expire.
Customer Success Fundamentals is built for three groups: new customer success managers who want a structured start, support and account management professionals moving into CS, and CS leaders who need a shared foundation for their team and a resource for new hires. Companies can enroll several people at once, with team pricing on request and invoicing to the company.
"We build software for customer success teams, and a tool only helps a team that already agrees on what good looks like," said Philipp Wolf, CEO of Custify. "Custify Academy gives new CSMs, and the leaders who hire them, that shared starting point. It is the same knowledge our CS team uses with our own customers, now open to anyone in the profession."
Availability
The first lesson, "What Customer Success Is, and What It Isn't," is free to watch without an account. The full customer success course is available at custify.com/academy.
About Custify
Custify is a customer success platform for B2B SaaS companies. It brings customer data into one place, tracks account health and runs playbooks automatically, so CS teams can reduce churn, improve onboarding and grow revenue from existing customers. Learn more at www.custify.com.
Contact Info:
Name: Philipp Wolf
Email: Send Email
Organization: Custify
Phone: +40 740 004 265
Website: https://www.custify.com/
Release ID: 89204950
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