Customer Success Lifecycle Management Onboarding to Renewal

Manage the full customer lifecycle through handoffs, onboarding, adoption, value realization, renewal, and growth.
What you'll learn

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Map the complete customer lifecycle from handoff and onboarding through adoption, value realization, renewal, and the next customer cycle.
Build and manage a lifecycle plan in HubSpot or another CRM using customer goals, milestones, responsibilities, risks, and renewal dates.
Guide customers to first value, strengthen adoption, remove barriers, maintain engagement, and adjust the journey as needs change.
Evaluate renewal readiness, correct lifecycle gaps, address concerns, guide the renewal decision, and begin the customer's next cycle.
Requirements

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No prior customer lifecycle management or HubSpot experience is required. A basic understanding of customer success is helpful but not necessary.
Description

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Customer success does not begin at renewal, and customers do not renew simply because their contract is ending. Renewal is influenced by everything that happens throughout the customer relationship-from the initial handoff and onboarding experience to adoption, value realization, ongoing success, and renewal preparation.
This course teaches you how to manage the complete customer lifecycle as one connected journey.
You will learn how to identify the customer's desired destination, turn information from the sales handoff into a clear lifecycle plan, and establish the milestones, responsibilities, stakeholders, timelines, and measures needed to guide the customer forward.
You will then explore each major customer lifecycle phase, including customer handoff and planning, onboarding, adoption, value realization, ongoing customer success, renewal readiness, renewal, and post-renewal growth.
Throughout the course, you will learn how to
Build a customer lifecycle plan around the customer's goals
Align expectations, responsibilities, and stakeholders
Guide customers through onboarding and toward first value
Develop the customer behaviours required for consistent adoption
Identify and remove barriers affecting customer progress
Connect adoption to meaningful customer outcomes
Maintain engagement and value as customer needs change
Evaluate renewal readiness before the renewal conversation begins
Correct lifecycle gaps that could place renewal at risk
Manage renewal, customer concerns, or a professional customer exit
Begin a new customer lifecycle after renewal
Prioritize customers across different lifecycle phases
The course also brings the complete framework together through practical lifecycle planning and customer scenarios. You will see how each phase affects the next and how to determine what a customer needs based on their current lifecycle position.
This course is designed for current and aspiring Customer Success Managers, Account Managers, onboarding and implementation specialists, Customer Success leaders, and anyone responsible for managing post-sale customer relationships.
No previous lifecycle management experience is required.
Who this course is for

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This course is for aspiring and current Customer Success Managers, Account Managers, onboarding and implementation specialists, CS leaders, and anyone responsible for guiding customers from handoff through renewal.
Homepage

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