12 semanas · intensivo
Para quien tiene plazo
Unas 8 horas por semana, en 1 ciclo centrados en las brechas que más pesan.
Carrera en 2026 y 2027
Director of Customer Success
Directors of customer success are accountable for whether customers get value and stay, expand and recommend the company. The role moves from building and managing the team, to designing the retention model, to aligning CS with product, sales and the budget.
Contenido revisado el 21 de octubre de 2026
- Niveles
- 4
- Habilidades mapeadas en Mid-level
- 8
Lo que cada nivel debe demostrar
Mid-level
Owns how the CS team works with customers and is measured on retention and net revenue retention.
You define the engagement model, decide which customers get which level of attention and track churn and expansion each month. The team grows under your hiring and reviews. What changes from junior is that results are measured in revenue, not only in team health.
Puntuación media exigida: 70%
Team Building & Hiring
Por qué: Lets you plan hiring ahead of growth, such as adding onboarding specialists before a big cohort of new accounts lands.
Performance Management
Por qué: Lets you keep KPIs fair across CSMs with different portfolios and run a performance plan for someone whose accounts keep churning.
CS Methodology Development
Por qué: Lets you write down touchpoints and success milestones so every CSM follows the same path to value instead of improvising per account.
Tiering Models
Por qué: Lets you decide which accounts get a dedicated CSM and which move to a scaled program, based on revenue and growth potential.
Revenue Retention
Por qué: Lets you forecast next quarter's gross retention from early warning signals and launch an intervention on at-risk accounts before renewal talks.
Net Revenue Retention
Por qué: Lets you explain to leadership why NRR is below 100% and which mix of churn, contraction and expansion work would move it.
NPS Program Design
Por qué: Lets you segment NPS by tier or cohort, show the trend over several quarters and trigger specific actions from each result.
Customer Feedback Loops
Por qué: Lets you turn recurring feedback into prioritized actions with owners, and tell customers what changed because of what they said.
Estudia para Director of Customer Success: rutas y simulacros
Cada nivel de esta carrera corresponde a una ruta de estudio. Lee gratis el mapa completo de temas y luego mide tu nivel.
Dos caminos para subir un nivel
40 semanas · regular
Junto al trabajo
Unas 4 horas por semana, en 3 ciclos. Cada ciclo lleva lo que quedó pendiente del anterior.
Preguntas frecuentes
¿Qué es Director of Customer Success?
Directors of customer success are accountable for whether customers get value and stay, expand and recommend the company. The role moves from building and managing the team, to designing the retention model, to aligning CS with product, sales and the budget.
¿Qué debe demostrar cada nivel de Director of Customer Success?
Director of Customer Success está mapeado en 4 niveles: Junior, Mid-level, Senior y Expert. Abre cada nivel arriba para ver las habilidades que debe demostrar.
¿Cuánto dura el plan de Director of Customer Success?
El plan tiene 2 ritmos: 12 semanas por nivel, con unas 8 horas por semana (intensivo) y 40 semanas por nivel, con unas 4 horas por semana (regular).
Cómo funciona el plan
Tutor IA
Una sesión de estudio para cada tema nuevo, a tu nivel.
Escuela de IA
Clases prácticas de uso de IA en el día a día de tu carrera.
Evaluaciones
Cada requisito se demuestra midiendo, no marcando una casilla.
Revisión de etapa
Al final de cada ciclo ves qué avanzó y qué pasa al siguiente.
Descubre en qué nivel estás
Un diagnóstico corto mide las habilidades que ya tienes. El recorrido empieza ahí.