Graduate Certificate in Customer Success Management

• Design innovative customer value strategies
• Leverage customer data effectively
• Hit business targets by optimising customer behaviour
• Increase customer loyalty and longevity
• Improve customer experience design
• Use customer discovery and analysis tools
• Communicate customer strategies to stakeholders

Learn the skills, tools and technical knowledge to retain, engage and manage customers and accelerate your career. 

Recommended study pattern

We recommend that you complete the courses in this program in the following order:

• Customer Value Strategy 
• Customer Relationships and Influencing Stakeholders
• Customer Solutions and Value Analytics 
• Future Skills elective bundle (a combination of two Future Skills short courses)

Award requirements

Completion of 4 courses as outlined in the recommended study pattern.

Choose your subjects

Majors

Customer Value Strategy

In this course, you will approach the study of customer value from a strategic and customer-centric perspective, understanding its vital role in the achievement of business objectives. You will be introduced to the fundamentals of customer value strategy and value creation, and the key frameworks and models that underpin these theories drawing from domains such as marketing, strategy and customer behaviour.

Customer Relationships and Influencing Stakeholders 

This course examines the effective and successful management of customer and stakeholder relationships. Key theories and frameworks underpinning this course include communication, team dynamics, conflict, negotiation, feedback, organisational structures and customer relationship management will be studied. 

Customer Solutions and Value Analytics 

This course equips you with the domain knowledge and skills required to identify and implement customer value solutions, and continually assess evolving customer needs through data analytics and insights gathering. You will learn how to utilise data to measure key customer performance indicators such as Customer Lifetime Value and Net Promoter Score, and how to identify trends and draw insights from analysis to help grow sustainable value.

Electives

For this course, choose one of the following Future Skills elective bundles:

Bundle 1: Digital Leadership and Customer Experience Strategy and Design

The digital leadership component will expose you to the leadership practices and mindsets required to build successful customer relationships and customer success teams. The customer experience strategy and design component will equip you with the customer-centric knowledge, tools and mindsets required to define and design high value customer experiences.

Bundle 2: Digital Leadership and Digital Delivery with Agile 

The digital leadership component will expose you to the leadership practices and mindsets required to build successful customer relationships and customer success teams. The agile delivery component will enable you to understand the depth and breadth of agile frameworks, methods, tools and techniques. 

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An Australian bachelor degree or equivalent, or higher level qualification in any field from a recognised tertiary institution.

You may also be considered for the graduate certificate if you have minimum 5 year full-time work experience. Applicants will need to submit a CV. 

English Language Requirements

International students are required to provide current evidence of English language proficiency for admission to RMIT University. You can provide your results from one of these three options:

1. an accepted English language proficiency test, or

2. an accepted English language provider, or

3. a recognised Australian or international qualification.

For detailed information on English language requirements and other proficiency tests recognised by RMIT, visit the English language requirements and equivalency information. 

Australian Student Visas

RMIT’s Online Graduate Certificate in Customer Success Management does not meet Australian student visa requirements. For an Australian student visa, you must have an on-campus place in a program of study. For more details on RMIT’s on-campus programs visit rmit.edu.au.

Students may be eligible for credit. Exemptions from this program will be assessed consistent with the principles of the RMIT Credit Policy.