Course Date & Time

  • 11th of May to 29th of May

  • The live sessions start at 4pm Central European Summer Time

  • Network of Customer Success Managers. Exclusive and limited group SaaS, Tech and Subscription Businesses.

What you will master in this program

  • Directing AI to produce real CS work outputs

  • Building a customer health brief with AI

  • Spotting churn risk and expansion signals earlier

  • AI-assisted renewal prep and business review workflows

  • Designing and shipping a Claude Skill your team can use

  • A mental model for working with AI that transfers as the tools evolve

Weekly Schedule and Time Input

We recommend to set aside about a total of 3 - 3.5 hours distributed over the week.

Agenda

The AI-Enabled CSM Certification is designed for Customer Success Managers who want to work faster, see further, and do work that visibly stands out — using AI as a practical tool, not a novelty. Over two weeks, you will develop real skills, apply them to your own accounts, and ship a Claude Skill your team can use on day one. You will also earn a formal certification from Impact Academy recognising that you can demonstrate practical AI skills in a Customer Success context.

During the first week, we focus on building the foundation. You will develop the mental model for working effectively with AI, learn how to direct it to produce real CS outputs, and apply that immediately to your own work. Through two live working sessions and a practical async module, you will run the meeting summary workflow, the follow-up email workflow, and leave with a repeatable process for both. The week closes with a hands-on challenge: apply everything to one real account and come back with a question it raised about that customer's health.

In the second week, we build on that foundation and move into the work that actually moves the needle. You will learn how to structure customer data for AI analysis, build a weekly customer health brief, and identify expansion signals before your manager has to point them out. The week culminates in Session 4, where every participant designs, builds, tests, and ships their first Claude Skill — a reusable, shareable AI-powered workflow scoped to a real job they own. That is what earns the certification.

Throughout the program, you will have access to pre-recorded sessions, async modules, reusable templates, and a cohort of CSMs with the same job, the same challenges, and the same ambitions. The community continues after the program ends.

By the end of the two weeks, you will have practical AI skills you use on Monday, a Claude Skill your team can use immediately, and a clear mental model for working with AI that transfers as the tools evolve — so you are never waiting for someone to explain what comes next.

Speakers

Johan Nilsson

Johan Nilsson is a Swedish technology entrepreneur. He has a long background building SaaS-companies and is presently the CEO & founder of Startdeliver, a next generation Customer Success Software.

Lincoln Murphy

Lincoln Murphy is a world-renowned growth architect, consultant, author and speaker. As one of the earliest evangelists for Customer Success, Lincoln was invited to co-author the book on Customer Success.