Professionals & Executives
Designed for professionals, managers and innovation leaders. It is especially useful for learners who need a structured, practical route into retention strategy rather than a purely theoretical overview.
ESH-19777 · Customer Success
Retention Strategy Professional for Professionals & Executives — Customer Success
A 16-hour intermediate course for professionals, managers and innovation leaders who want to develop workplace-ready and venture-ready capability in retention strategy. The course combines the customer success context with practical frameworks, realistic cases, guided exercises and a final applied output. Participants finish with a structured approach they can adapt to a real venture, team or project.
Blended online16 hoursIntermediateProfessionals & ExecutivesBuild pathway
What you need
Professional experience is helpful; startup experience is not essential.
European Startup Hub Certificate of Completion — Retention Strategy Professional
Case analysis, structured assignments and a final implementation project.
Learning outcomes
What you will be able to do.
Outcome 1
Explain the core principles of retention strategy in the context of customer success.
Outcome 2
Diagnose a realistic retention strategy challenge using structured startup tools.
Outcome 3
Build a practical retention strategy output appropriate for professionals & executives.
Outcome 4
Evaluate evidence, assumptions and trade-offs before making retention strategy decisions.
Outcome 5
Apply retention strategy methods to a venture, project or organisational scenario.
Outcome 6
Create a next-step action plan that can be used after the course.
Full syllabus
10 course modules.
Each module combines explanation, examples and an applied activity.
Module 1
Foundations of Retention Strategy
Practical study of foundations of retention strategy with examples, prompts and an applied activity.
Module 2
The Customer Success context
Practical study of the customer success context with examples, prompts and an applied activity.
Module 3
Customers, users and stakeholder needs
Practical study of customers, users and stakeholder needs with examples, prompts and an applied activity.
Module 4
Tools and frameworks for Retention Strategy
Practical study of tools and frameworks for retention strategy with examples, prompts and an applied activity.
Module 5
Evidence, data and assumptions
Practical study of evidence, data and assumptions with examples, prompts and an applied activity.
Module 6
Designing the approach
Practical study of designing the approach with examples, prompts and an applied activity.
Module 7
Execution and operating decisions
Practical study of execution and operating decisions with examples, prompts and an applied activity.
Module 8
Measurement and key indicators
Practical study of measurement and key indicators with examples, prompts and an applied activity.
Module 9
Risks, ethics and common failure modes
Practical study of risks, ethics and common failure modes with examples, prompts and an applied activity.
Module 10
Case study: Retention Strategy in practice
Practical study of case study: retention strategy in practice with examples, prompts and an applied activity.
Assessment
Case analysis, structured assignments and a final implementation project.
Included materials
Digital course notes · Practical worksheets · Case exercises · Action-plan template · Completion record in ESH ID
Learning support
Platform learning support; live facilitator interaction is included where the delivery format states Live online or Blended online.
Course information & disclaimer
Educational programme. Completion does not constitute professional, legal, financial or investment advice and does not guarantee funding, employment or business outcomes. Catalogue version 2026.1 · Last reviewed 2026-08-24.
Ready to begin?
Retention Strategy Professional for Professionals & Executives — Customer Success · 16 hours · Blended online
Enrol for €340