In January 2024, the York University School of Continuing Studies will launch the Certificate in Customer Success Management, a five-week, part-time program allowing aspiring or current customer success managers to quickly upskill and pursue new roles or advance within their organization.
Customer success management is a rapidly growing field, as many businesses shift from product-centric to service-based models, creating a need to focus on engaging and retaining customers. This has led to significant growth for this role in Ontario, with organizations requiring more skilled, personable professionals who can nurture customer relationships, maximize the value of purchases and gain new business.
“In our research phase for the Certificate in Customer Success Management, we spoke with Canadian leaders in the industry, and what they told us is there is little formal training in this field,” says Christine Brooks-Cappadocia, interim assistant vice-president of continuing studies. “Our program, which develops new, highly skilled talent, really resonated with employers.”
The program’s curriculum was created in partnership with leading Canadian customer success managers. Learners in this program will develop business acumen, problem-solving and communication skills to strengthen the relationship between an organization and its customers.
The new program will be highly experiential and will feature workshops and simulations that mirror the duties of a customer success manager. Instructors who work full-time as customer success managers will bring their real-world expertise and insights to every course.
“Learners will practise their skills in real and simulated business scenarios and will complete the program in five weeks, graduating with skills they can immediately apply in the workplace,” says Brooks-Cappadocia. “In a little over a month, they will be prepared to enter a customer success role or pursue new opportunities at their current work, accelerating success for both them and their employer.”
“In today’s dynamic business landscape, where success hinges on fostering lasting relationships, the demand for professionals skilled in customer success management has never been more vital,” says Michael Hsu, senior vice-president of client services at Achēv, a leading employment services non-profit. “The School of Continuing Studies’ specialized program not only meets this industry need but also equips learners with the strategic insights and practical skills, positioning them to excel in the competitive field of customer success.”