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Description

Customer Success Management: Onboarding, Adoption Tracking and Retention

Support accounts after the sale to secure usage, renewal and growth

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

A signed contract guarantees nothing. Roll-out drags on, only a handful of users actually adopt the solution, the sponsor who championed the project moves to another role, and the company discovers the disengagement only at renewal time. Follow-up is then reduced to courtesy calls with no reading of actual usage.

Two days to build structured account support: deliver a successful start, track adoption using concrete indicators, detect disengagement signals and prepare account reviews. Each participant works on a real portfolio and leaves with a follow-up plan by segment.

Learning objectives

  • Structure the start of an account from signature to the first visible success
  • Define observable adoption indicators for each customer segment
  • Detect disengagement signals before the contract term ends
  • Lead an account review focused on the results achieved by the client
  • Identify expansion opportunities based on observed usage
  • Handle a cancellation request by looking for the real underlying cause

What makes this programme different

Each participant segments their real portfolio and builds a differentiated follow-up plan
Account reviews are prepared and then role-played with a simulated client
A disengagement signals matrix is built from the cases brought by the group

Programme

1Framing the role and the portfolio

Supporting a client is neither selling nor troubleshooting

  • Position customer success in relation to sales and support
  • Segment your portfolio by stake and potential
  • Define the level of support for each segment
  • Set what you measure on an account

2Delivering a successful start

The first weeks decide the rest

  • Organise the handover between sales and account support
  • Clarify the objectives the client is seeking to achieve
  • Plan the roll-out and its visible milestones
  • Identify key users and internal champions
  • Secure a first demonstrable success

3Tracking adoption and detecting risk

Read usage rather than mood

  • Select observable adoption indicators
  • Spot weak signals of disengagement
  • Respond to the departure of a key contact
  • Trigger a remediation plan
  • Document the risk and escalate internally

4Account review, renewal and expansion

Demonstrate value before discussing the contract

  • Prepare an account review around the results achieved
  • Facilitate the discussion with decision-makers
  • Address renewal well before the expiry date
  • Identify an expansion opportunity from observed usage
  • Handle an announced cancellation

Who is it for

Customer success managers, account managers, deployment project managers and sales professionals responsible for post-sale follow-up.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.