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 Agenda

The AI-Enabled CSM Certification is 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'll build real skills, apply them to your own accounts, and ship a Claude Skill your team can use immediately. You'll also earn a formal certification from Impact Academy recognising you can demonstrate practical AI skills in a Customer Success context.

Week 1 — Foundation

Build the mental model for working with AI effectively, then apply it straight to your own work. Two live working sessions plus one practical async module. You'll run the meeting summary workflow and the follow-up email workflow end-to-end, and leave with a repeatable process for both.
The week closes with a hands-on challenge: apply everything to one real account and bring back a question it raised about that customer's health.

Week 2 — The Work That Moves the Needle

Structure customer data for AI analysis. Build a weekly customer health brief. 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 you own. That is what earns the certification.

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.

Lewis Thompson

Lewis has deployed AI enabled CS agents across 2,000+ client engagements. He doesn't talk about what's theoretically possible. He builds it, ships it, and shows you exactly how it works.