Project Management for Customer Success Professionals Course
This five-part training series introduces Customer Success professionals to the foundational principles and practical applications of project management. Designed specifically for SaaS CS teams, the program focuses on managing customer-facing initiatives such as onboarding, renewals, and expansions through the lens of structured project execution. By the end of the series, learners will be equipped to define project scope, lead cross-functional collaboration, mitigate risk, and deliver measurable value.
Class 1: Fundamentals and Methodologies
Objective: Establish a foundational understanding of project management concepts and how they apply to CS roles.
Topics Covered:
The difference between project and program management
Core project management concepts (scope, schedule, cost, risk, quality, and stakeholders)
The five phases of the project lifecycle
Overview of methodologies including Agile, Scrum, Kanban, Waterfall, and others
How project management frameworks align with Customer Success work
Class 2: Defining Scope and Creating a Project Plan
Objective: Learn to scope projects effectively and build actionable, realistic plans.
Topics Covered:
Defining and controlling project scope
Setting and aligning SMART goals with customer outcomes
Creating a Work Breakdown Structure (WBS)
Identifying key milestones and deliverables
Overview of scheduling tools such as Gantt charts and Kanban boards
Addressing and avoiding scope creep
Class 3: Project Execution
Objective: Execute projects effectively through organization, tracking, and communication.
Topics Covered:
Staying organized with tools and templates
Monitoring project progress and staying aligned with milestones
Re-engaging silent stakeholders and managing communications
Scope management during execution
Prioritization methods such as;
The Eisenhower Matrix,
MoSCoW,
RICE,
Critical Path
Class 4: Effective Communication and Risk Management
Objective: Build a proactive communication strategy and mitigate risks throughout the customer lifecycle.
Topics Covered:
Importance of communication in project success
Identifying internal and external stakeholders
Creating and executing a communication plan
Setting expectations and delivering structured status updates
Identifying and addressing risks early in the project and throughout the customer relationship
Class 5: Measuring Success and Closing a Project
Objective: Close projects with clarity, collect feedback, and reinforce customer value.
Topics Covered:
Reassessing SMART goals at project conclusion
Collecting and interpreting feedback
Conducting effective project retrospectives
Reinforcing value delivered and preparing for renewals or expansions
Overview of standard project management tools for CS teams
Completion Requirements:
Attendance and active participation in all five sessions
Completion of in-session exercises and application of concepts to CS use cases
Receiving 80% or higher on the Project Management for CS Professionals Certification Test
This five-part training series introduces Customer Success professionals to the foundational principles and practical applications of project management. Designed specifically for SaaS CS teams, the program focuses on managing customer-facing initiatives such as onboarding, renewals, and expansions through the lens of structured project execution. By the end of the series, learners will be equipped to define project scope, lead cross-functional collaboration, mitigate risk, and deliver measurable value.
Class 1: Fundamentals and Methodologies
Objective: Establish a foundational understanding of project management concepts and how they apply to CS roles.
Topics Covered:
The difference between project and program management
Core project management concepts (scope, schedule, cost, risk, quality, and stakeholders)
The five phases of the project lifecycle
Overview of methodologies including Agile, Scrum, Kanban, Waterfall, and others
How project management frameworks align with Customer Success work
Class 2: Defining Scope and Creating a Project Plan
Objective: Learn to scope projects effectively and build actionable, realistic plans.
Topics Covered:
Defining and controlling project scope
Setting and aligning SMART goals with customer outcomes
Creating a Work Breakdown Structure (WBS)
Identifying key milestones and deliverables
Overview of scheduling tools such as Gantt charts and Kanban boards
Addressing and avoiding scope creep
Class 3: Project Execution
Objective: Execute projects effectively through organization, tracking, and communication.
Topics Covered:
Staying organized with tools and templates
Monitoring project progress and staying aligned with milestones
Re-engaging silent stakeholders and managing communications
Scope management during execution
Prioritization methods such as;
The Eisenhower Matrix,
MoSCoW,
RICE,
Critical Path
Class 4: Effective Communication and Risk Management
Objective: Build a proactive communication strategy and mitigate risks throughout the customer lifecycle.
Topics Covered:
Importance of communication in project success
Identifying internal and external stakeholders
Creating and executing a communication plan
Setting expectations and delivering structured status updates
Identifying and addressing risks early in the project and throughout the customer relationship
Class 5: Measuring Success and Closing a Project
Objective: Close projects with clarity, collect feedback, and reinforce customer value.
Topics Covered:
Reassessing SMART goals at project conclusion
Collecting and interpreting feedback
Conducting effective project retrospectives
Reinforcing value delivered and preparing for renewals or expansions
Overview of standard project management tools for CS teams
Completion Requirements:
Attendance and active participation in all five sessions
Completion of in-session exercises and application of concepts to CS use cases
Receiving 80% or higher on the Project Management for CS Professionals Certification Test
This five-part training series introduces Customer Success professionals to the foundational principles and practical applications of project management. Designed specifically for SaaS CS teams, the program focuses on managing customer-facing initiatives such as onboarding, renewals, and expansions through the lens of structured project execution. By the end of the series, learners will be equipped to define project scope, lead cross-functional collaboration, mitigate risk, and deliver measurable value.
Class 1: Fundamentals and Methodologies
Objective: Establish a foundational understanding of project management concepts and how they apply to CS roles.
Topics Covered:
The difference between project and program management
Core project management concepts (scope, schedule, cost, risk, quality, and stakeholders)
The five phases of the project lifecycle
Overview of methodologies including Agile, Scrum, Kanban, Waterfall, and others
How project management frameworks align with Customer Success work
Class 2: Defining Scope and Creating a Project Plan
Objective: Learn to scope projects effectively and build actionable, realistic plans.
Topics Covered:
Defining and controlling project scope
Setting and aligning SMART goals with customer outcomes
Creating a Work Breakdown Structure (WBS)
Identifying key milestones and deliverables
Overview of scheduling tools such as Gantt charts and Kanban boards
Addressing and avoiding scope creep
Class 3: Project Execution
Objective: Execute projects effectively through organization, tracking, and communication.
Topics Covered:
Staying organized with tools and templates
Monitoring project progress and staying aligned with milestones
Re-engaging silent stakeholders and managing communications
Scope management during execution
Prioritization methods such as;
The Eisenhower Matrix,
MoSCoW,
RICE,
Critical Path
Class 4: Effective Communication and Risk Management
Objective: Build a proactive communication strategy and mitigate risks throughout the customer lifecycle.
Topics Covered:
Importance of communication in project success
Identifying internal and external stakeholders
Creating and executing a communication plan
Setting expectations and delivering structured status updates
Identifying and addressing risks early in the project and throughout the customer relationship
Class 5: Measuring Success and Closing a Project
Objective: Close projects with clarity, collect feedback, and reinforce customer value.
Topics Covered:
Reassessing SMART goals at project conclusion
Collecting and interpreting feedback
Conducting effective project retrospectives
Reinforcing value delivered and preparing for renewals or expansions
Overview of standard project management tools for CS teams
Completion Requirements:
Attendance and active participation in all five sessions
Completion of in-session exercises and application of concepts to CS use cases
Receiving 80% or higher on the Project Management for CS Professionals Certification Test