Customer Success and Retention Management Corporate Training
Build onboarding, health scoring, and retention playbooks that protect and grow revenue, in live guided labs.
Edstellar, a corporate training company, delivers corporate training that helps your team keep and grow customer accounts. Employees learn to design onboarding plans, score account health, run retention playbooks, and lead executive reviews through guided, instructor-led labs.
Instructor-led group trainingVirtual / on-site / off-site10 languagesDelivered inEnglish, Spanish, Mandarin, German, Arabic, Portuguese, Hindi, French, Japanese, Italian100+ countriesWe have delivered inUnited States, United Kingdom, India, Canada, Germany, France, Netherlands, UAE, Saudi Arabia, Singapore, Australia, Japan, Brazil, South Africa and 90+ more countries
How we build a retention-driven sales team
THE EDSTELLAR CUSTOMER SUCCESS & RETENTION MANAGEMENT CAPABILITY MODEL
Diagnose retention maturity
Skill checks map your onboarding quality, health data, and renewal discipline before training starts.
Standardize the retention motion
One shared playbook defines onboarding, health scoring, reviews, and renewals for every account.
Practice with guided labs
Hands-on labs build onboarding plans, scorecards, playbooks, and review packs your team keeps.
Measure skill and plan quality
Lab rubrics and capstone scoring show exactly where each cohort gained retention capability.
Scale across the account book
Templates and cadences carry the motion from the training room to your full customer base.
Need more than one program?Get a group quote
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Program Overview: What is Customer Success and Retention Management?
Customer Success & Retention Management is a 24-hour instructor-led program that teaches customer success as a repeatable revenue motion. Participants learn to design structured onboarding, build health scorecards, run retention playbooks by risk tier, lead executive business reviews, and time expansion and renewal motions. It is built for customer success managers and account teams who own the post-sale relationship and the revenue in it.
Training runs as live sessions where every module ends in a guided lab. Teams design onboarding journeys that shorten time-to-value, build health scoring models, rehearse retention playbooks against churn scenarios, and practice executive business reviews with real stakes. Instructors coach each lab, pressing on playbook discipline and review quality. The program closes with a capstone: a full-cycle retention plan for a real segment of the team's accounts.
Too many success teams run on heroics: great saves, no system, and renewals that depend on whoever happens to be awake. This program replaces heroics with operating rhythm: onboarding that lands, signals that warn, playbooks that trigger, and reviews that hold. Teams leave treating retention as a managed motion with owners, thresholds, and forecasts, not a hope.
The capstone is a full-cycle retention plan for a real book of business: onboarding design, health-score thresholds by tier, retention playbooks mapped to risk signals, an executive business review calendar, and expansion and renewal motions with dates. Participants defend the plan to reviewers against their actual accounts. They return with a complete operating plan for keeping and growing revenue, ready to run from the next weekly review.
Churn is rarely a product problem first; it is a motion problem. Teams leave this program able to protect recurring revenue with disciplined onboarding, measurable health signals, and playbooks that trigger before accounts atrophy. The program covers the full lifecycle, from first kickoff call to multi-year renewal, and adapts every lab to your segments, tools, and retention targets.
What's Included in this Workshop for Your Enterprise Teams
- 1
Onboarding plan templates
90-day plan frameworks with milestones, owners, and dates.
- 2
Health scorecard worksheets
Signal lists, weights, and threshold examples to adapt.
- 3
Retention playbook library
Tiered playbooks with sequences, owners, and cadence.
- 4
Review and renewal packs
Executive review and renewal motion formats teams reuse.
- 5
Capstone retention plan
A full-cycle plan built and scored during the program.
- Instructor-led delivery across virtual, onsite, and hybrid
- Guided labs in every module with instructor coaching
- Capstone retention plan, reviewed with your team
- Flexible scheduling around your calendar
- Lab datasets and reusable playbook templates included
- Group size and batches set along with you
Build your team's skills. Anywhere in the world.
Real-world use cases
from day one
Instructor-led training
for your teams
Delivered globally
in 100+ countries
Enterprise Training Solutions Customized for Your Company
One partner for instructor-led corporate training, delivered the way your teams work.
Request a Training Quote- Customized Training Delivery
- Scale Your Training: Small to Large Teams
- In-person Onsite, Live Virtual or Hybrid Training Modes
- Plan from 2000+ Industry-ready Training Programs
- Hands-On Labs on Live Infrastructure, Led by Industry Experts
Customer Success and Retention Management Course Topics and Program Outline
Six instructor-led modules take your team from retention foundations to a full-cycle capstone plan, with guided labs in every module.
Built by Edstellar with customer success practitioners
Built by practitioners who run onboarding, renewals, and retention programs for real account books, shaped around your stack and use cases.
Skill checks baseline your team's onboarding, health scoring, and retention maturity before training begins.
Instructor-led sessions cover the retention revenue model, onboarding design, and lifecycle economics end to end.
Guided labs build health scorecards, retention playbooks, review packs, and account plans with real datasets.
The capstone delivers a full-cycle retention plan your team can adapt to your own accounts after training.
From retention foundations to a capstone retention plan, every technique is practiced in guided labs.
Delivered as
Delivered as a hybrid program of live instruction and guided labs, scheduled around your team's calendar in flexible batches.
Chart the retention revenue math for a sample account book in a guided lab.
learna)Retention revenue model: NRR, GRR, and logo retention
b)The customer lifecycle: onboarding to renewal
c)Success versus support versus account management roles
d)Segmentation by tier, value, and risk
Rebuild a stalled 90-day onboarding scenario into a working plan with owners, milestones, and dates.
learna)90-day onboarding plan structure and ownership
b)Adoption milestones and time-to-value targets
c)Kickoff calls and stakeholder mapping
d)Handshakes between sales, success, and support
Score a live sample account list and draft the playbook response for each risk tier.
practicea)Health score components: usage, support, engagement
b)Churn-risk thresholds and alert cadence
c)Retention playbooks by risk tier
d)Re-engagement sequences that win accounts back
Prepare a complete executive business review pack for a sample sponsor, including a recovery plan.
practicea)Executive business review structure and narrative
b)Proving value: outcomes, benchmarks, roadmap
c)Escalation tiers, owners, and response times
d)At-risk account recovery plans
Draft a strategic account plan with a whitespace map and a timed expansion and renewal motion.
applya)Strategic account plans: whitespace and stakeholders
b)Expansion signals in usage and health data
c)Renewal motions: timelines and multi-year options
d)Commercial negotiation basics for renewals
Build and present a full-cycle retention plan for a complex sample account, reviewed by the instructor.
applya)End-to-end retention plan for a complex account
b)Onboarding audit and health scoring
c)Playbook and review design
d)Plan presentation and instructor scoring
Customize this program tailored to your team?
Tell us your training needs: what your team already works with, the level they’re at, and the topics you want them to focus on. We’ll adjust the modules, duration and hands-on labs, and send you a customized outline for your group.
Key Skills and Outcomes Your Team Will Gain
Practical retention skills your team applies to live accounts: onboarding design, health scoring, playbooks, reviews, and renewals.
Design 90-day onboarding and adoption plans
Build structured onboarding plans with milestones, owners, and time-to-value targets for each segment.
Build and read customer health scorecards
Combine usage, support, and engagement signals into health scores with clear churn-risk thresholds.
Run retention playbooks by risk tier
Attach the right playbook, sequence, and owner to every churn-risk tier in the account book.
Lead executive business reviews that prove value
Prepare and deliver reviews that show outcomes, benchmarks, and the forward roadmap to sponsors.
Handle escalations with tiered recovery plans
Route escalations to owners with response times, then execute recovery plans for at-risk accounts.
Draft strategic account plans with whitespace
Map stakeholders and whitespace, then time expansion and multi-year renewal motions.
Build a full-cycle retention plan
Carry one account from onboarding audit through renewal in a capstone reviewed by the instructor.
Teams that Benefit from this Customer Success and Retention Management Group Training
This group training is built for customer-facing teams that own onboarding, renewals, and expansion: customer success, account management, renewals, and the leaders who coach them. Content adapts to each cohort's roles, tools, and experience, so every batch practices the retention workflows it owns.
Keep and grow every account you own.
Customer success managers own onboarding, health, and renewals. They leave with scorecards, playbooks, and review packs they use the next morning.
Workflow friction
- Onboarding that drifts without owners
- Risk spotted too late to fix
- Reviews that report activity, not outcomes
How the program helps
- Structured onboarding that cuts early churn
- Health scores that flag risk early
- Review packs that prove customer value
Practice use cases
- Onboarding plan design
- Health score labs
- Retention playbooks
- Executive reviews
Turn renewals into expansion revenue.
Account managers pair retention discipline with commercial motion. They practice account plans, expansion signals, and renewal timing.
Workflow friction
- Renewals negotiated at the last minute
- Expansion left to chance
- No shared view of account health
How the program helps
- Account plans with clear whitespace
- Expansion timed to usage signals
- Renewal motions run on schedule
Practice use cases
- Account planning
- Expansion signals
- Renewal motions
- Stakeholder mapping
Coach a team that protects revenue.
Sales and success leaders learn to read health data, run review cadences, and coach playbook execution across the team.
Workflow friction
- Retention owned by nobody
- Coaching without shared playbooks
- Renewal forecasts that surprise
How the program helps
- Retention cadence across the book
- Coaching tied to health signals
- Forecast confidence from renewals
Practice use cases
- Retention cadence
- Team coaching
- Review standards
- Forecasting renewals
Make retention data trustworthy.
Revenue operations teams standardize health metrics, dashboards, and playbook triggers so every account runs the same motion.
Workflow friction
- Health metrics defined five ways
- Manual tracking that lags
- Alerts nobody trusts
How the program helps
- One shared health definition
- Dashboards that update on schedule
- Playbook triggers wired to data
Practice use cases
- Health metric design
- Dashboard standards
- Alert wiring
- Playbook triggers
Departments attend together or in role-specific batches; labs use your segments and tooling throughout.
Prerequisites: This program benefits customer success managers, account managers, and renewals specialists most, including team leads who coach retention. Familiarity with your CRM and account book helps but is not required; every lab adapts to your tools and segments. No prior retention-program experience is needed, and content flexes to each cohort's maturity.
Customer Success Associate to Retention Program Leader
Tracks how customer success professionals progress from basic onboarding design to advanced retention strategy across the program's learn, practice, and apply modules.
A program that grows with customer success careers, from first onboarding plan to confident retention leadership.
Mixed cohort, or several teams at once?
We can tailor the training to different teams, roles, and experience levels within the same program.
Certificate of Training Completion.
On successful completion, employees receive an Edstellar course completion certificate, recognizing their commitment to ongoing learning and professional development. It validates the skills they have built and motivates them to keep growing and contribute to organizational success.
Earned, not attended. Awarded on completion of all hands-on labs and the capstone project.
Training Delivery Modes: Virtual, Onsite and Hybrid
Instructor-led delivery with guided labs in every module, available onsite, virtual, or hybrid to fit your team's calendar.
Hybrid Training
Instructor-led sessions mix onsite and virtual delivery with guided labs throughout. Teams design onboarding plans, score account health, and draft playbooks while the instructor coaches and reviews their work. Hybrid keeps scheduling flexible without losing live interaction.
- Live instruction across onsite and virtual batches
- Guided labs with instructor coaching in every module
- Retention plan artifacts built during sessions
- Flexible scheduling around your calendar
Onsite Training
Onsite delivery brings instructor-led sessions and guided labs to your office. Teams work through onboarding audits, health scoring exercises, and playbook drills together with the instructor on hand. Onsite works well for full success teams rolling out one shared motion.
- Instructor-led sessions at your office
- Team-wide labs with live instructor feedback
- Playbooks drafted against your accounts
- One shared retention motion for the team
Live Virtual Training
Live virtual delivery runs every session online with an instructor. Guided labs, breakout rooms, and screen-shared reviews keep remote teams practicing health scoring, reviews, and renewals together. Virtual batches suit distributed success teams.
- Live instructor-led sessions online
- Breakout labs with instructor walkthroughs
- Screen-shared playbook and review practice
- Suited to distributed success teams
Need a training format that works for your team?
Full days, half days across weeks, or split by module. Tell us the delivery window and we schedule the cohort around it.
Frequently Asked Questions
Share your team size, timelines, and delivery preference, and we will send a detailed per-group quote with batch options.
Yes. A short discovery call reviews your accounts, retention goals, and tooling so we shape the labs to your workflow.
Yes. Every session runs live online with an instructor, with guided labs and breakout work in virtual batches.
Yes. Onsite delivery brings instructor-led sessions and guided labs to your office, scheduled around your calendar.
The program runs 24 instructor-led hours, delivered in flexible batches that fit your team's working calendar.
Question not answered here?
Put it in the request. A training specialist answers it directly, within one business day.
Where this Training Fits in Your Team's learning path.
Customer success follows customer centricity. Once your team thinks customer first, this course sets up onboarding, health tracking and retention, which then leads into growing accounts through upselling and using AI to support success managers.
Why Choose Edstellar as Your Customer Success and Retention Management Corporate Training Provider
When comparing providers, Edstellar is the training partner teams choose for customer success expertise and 5+ years of corporate training experience. Instructor-led sessions, guided labs in every module, and a scored capstone plan make retention skills measurable and repeatable across your team.
EXPERT TRAINERS
YEARS DELIVERING
ORGANIZATIONS TRAINED
CERTIFIED
Tailored
Your account tiers, health metrics, and playbooks shape every lab, so teams practice on your retention reality.
Proven Methodology
A diagnose, standardize, practice, measure, and scale arc builds retention skills in a repeatable sequence.
Practice-Based Learning
Guided labs cover onboarding plans, health scoring, playbooks, and reviews, not just theory and slides.
Expert Trainers
Instructors are practitioners who run onboarding, renewals, and retention programs for real account books.
Global Scale
Multi-region delivery and scheduling options support distributed customer success teams in one program.
Measurable Outcomes
Pre and post skill checks, lab rubrics, and capstone scoring show exactly what the team gained.
Build Customer Success Motions From Onboarding Through Renewal and Expansion
Edstellar connects post-sale value delivery with health scoring, business reviews, and account planning. Participants rebuild stalled onboarding and develop risk-tier responses for a sample account portfolio. The final retention plan is reviewed for coherent milestones, sponsor communication, and the timing of recovery, expansion, and renewal activities around customer needs.
- Step 01
Consult
We explore post-sale responsibilities and account maturity to identify gaps in onboarding ownership, adoption milestones, health interpretation, and coordinated renewal motions.
- Step 02
Plan
We establish retention economics before onboarding and adoption, health playbooks, executive reviews, and account planning, then integrate the full-cycle retention plan.
- Step 03
Align
We align customer-success facilitation with account managers, renewals specialists, and team leads, adapting CRM examples and coaching depth to the cohort's segments.
- Step 04
Customize
We tailor fictional onboarding delays, sponsor priorities, and account-health records to representative portfolios while keeping proposed expansion opportunities distinct from established customer needs.
- Step 05
Execute
Participants design milestones, prepare executive reviews, and map renewal actions, receiving feedback on value evidence, recovery ownership, stakeholder coverage, and timing.
- Step 06
Evaluate
We assess the retention plan for accountable onboarding, justified health responses, clear sponsor communication, and a consistent sequence of recovery, renewal, and expansion actions.
Also from Edstellar
Talent assessments
Psychometric, behavioral, leadership and 360-degree assessment.
→Training needs analysis
Needs analysis, gap identification, and a training roadmap.
→L&D consulting
Learning strategy, content, technology and ROI measurement.
→OD consulting
Org design, succession planning and cultural change.
→Managed training services
Training outsourcing, vendor management, logistics and administration.
→Coaching solutions
Executive and manager coaching that keeps skills in use.
Start an RFP shaped to your needs.
Answer three quick questions about team size, scope, and how often you need the program run, then send the request from the last step. Everything you choose travels with it, so you only fill this in once.
How many team members need training?
Customer Success & Retention Management Training Training Packages & Pricing
Where L&D holds an annual budget, license packages price the whole year at once instead of raising a purchase order per workshop. Hours and licenses are pooled across teams, programs and locations, so unused capacity is not stranded in one department.
Starter
120
trainee licenses64 hours of group training
Tailored for SMBs
Growth
320
trainee licenses160 hours of group training
Ideal for growing SMBs
Enterprise
800
trainee licenses400 hours of group training
Designed for large corporations
Custom
Unlimited
trainee licensesDuration set by the rollout
Multi-region and multi-year
Training Packages & Pricing
Choose the training format that works for your team. Pricing is customized based on your requirements, cohort size, and delivery needs.
Request Customer Success and Retention Management Training for Your Team
Share your team size, account segments, retention goals, and timelines to receive a tailored training plan and quote. Book a discovery call to discuss your goals; we confirm availability and respond with a proposal.