Customer Success Analyst for Software Companies

COURSE CONTENT:

According to Law No. 9394/96, Decree No. 5.154/04 and CEE Deliberation 14/97, non-degree courses are a legal and valid form of education throughout the national territory. This training complies with current legislation.

MODULE 1 – Customer Success in Software Operations

Focus: Clarity of role and responsibilities.

1.1 What is Customer Success in operational practice?
1.2 Difference between Customer Success, Support, and Implementation.
1.3 The role of the Customer Success Analyst in the software company.
1.4 What is NOT the responsibility of the CS Analyst.
1.5 Customer Success as a function of ongoing relationship building and follow-up.

Key differentiator: eliminates common confusion between customer service, support, and sales.

MODULE 2 – Understanding the B2B Software Customer

Focus: Understanding the customer and the context in which the software is being used.

2.1 Types of management software clients.
2.2 Customer structure: decision-makers, managers, and users.
2.3 Customer expectations after system implementation.
2.4 The concept of value in software use.
2.5 Main sources of dissatisfaction in B2B software.

Key differentiator: a realistic, not generic, view of the ERP and SaaS customer.

MODULE 3 – Software Customer Journey

Focus: The Analyst's practical performance throughout the journey.

3.1 Software customer journey: overview.
3.2 The critical moment of the Implementation handoff to Customer Success.
3.3 First months post-go-live: risks and opportunities.
3.4 Role of the CS Analyst at each stage:

• Post-implementation onboarding.
• Adoption.
• Engagement.
• Expansion.
• Renewal.

3.5 Common operational errors in the software journey.

Key differentiator: focus on executing the journey, not on strategic mapping.

MODULE 4 – Operational Routine of the Customer Success Analyst

Focus: Day-to-day aspects of the role.

4.1 Customer portfolio management and organization.
4.2 Prioritization of clients and activities.
4.3 Periodic check-ins and structured follow-ups.
4.4 Professional communication with B2B clients.
4.5 Log of interactions, history and customer information.
4.6 Interface with Deployment, Support, and Sales.

What sets it apart: it teaches "how to do it," not just "what it is."

MODULE 5 – Metrics and Data in CS Operations

Focus: Practical use of data by the Analyst.

5.1 Metrics monitored daily:

• Adoption.
• Engagement.
• Retention.
• Churn.
• NPS.
• Health of the wallet.

5.2 Basic interpretation of the indicators.
5.3 How to use data to guide actions with customers.
5.4 The role of the Analyst in a data-driven Customer Success.

Key differentiator: data-driven approach applied to operation