Graduate Certificate in Customer Success Management

The Graduate Certificate in Customer Success Management aims to equip students with a mix of skills, tools and technical knowledge to design innovative customer value strategies that meet business goals and influence change in diverse contexts.

This program addresses the increasing demand in organisations that use a subscription business model, such as Software as a Service (SaaS) companies.

You will learn a range of analytical tools and techniques in order to drive sustainable value for customers through proactive customer engagement and management.

You will be equipped with capabilities to critically reflect on customer value performance from personal, team and organisational lenses and apply improvement frameworks to drive change.

You will also learn a variety of stakeholder engagement and communication strategies to develop sustainable and high value customer relationships.Over the duration of this program, you will participate in a variety of learning experiences which are designed to support you in developing your skills as a customer success professional.

The focus is on developing the core capabilities of customer value strategy, analytics, delivery, and customer relationship management.

The curriculum incorporates:

customer value strategy, customer analytics and delivery, customer relationships and influencing, customer experience design, and digital leadership.

In addition, you have access to RMIT Online’s Future Skills short courses as part of your study in a related area to further deepen your customer success management acumen.Learning and teaching approaches for this program may include webinars, problem-based learning and case studies.

Activities and tasks are designed to facilitate theory application and peer learning in a collaborative, open manner using online tools such as Slack and interactive discussion forums.

All assessable activities will be project based to enable you to graduate with a portfolio of projects as evidence of your learning.The program will prepare you to work as a customer success professional in a wide range of organisations where the ongoing loyalty and longevity of customer relationships is paramount.This program is available for online study only.

Stage A

Complete the following Three (3) Courses:

Select and complete One (1) of the following Courses:

Academic Requirements:

Prospective students would need to have:

• An Australian Bachelor degree or equivalent, or higher-level qualification, in any discipline from a recognised tertiary institution.
• Students who do not meet the above entry requirement for the Graduate Certificate may be considered for entry if they have five years full-time equivalent work experience.

In this program you will learn and apply the skills required of a customer success professional in contemporary businesses. You will gain knowledge about the strategic, analytical, technological and operational influences and implications on customer value management, engagement and retention. You will develop the critical thinking, communication, and innovation capabilities required to manage customer relationships and drive customer value, applied through a variety of activity-based learning experiences.

On the successful completion of this program you will be equipped to: