Professionals & Executives
Designed for professionals, managers and innovation leaders. It is especially useful for learners who need a structured, practical route into customer journey rather than a purely theoretical overview.
ESH-20406 · Customer Success
Customer Journey Practitioner for Professionals & Executives — Customer Success
A 12-hour intermediate course for professionals, managers and innovation leaders who want to turn concepts into practical startup outputs in customer journey. 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 online12 hoursIntermediateProfessionals & ExecutivesBuild pathway
What you need
Professional experience is helpful; startup experience is not essential.
European Startup Hub Certificate of Completion — Customer Journey Practitioner
Applied exercises, one milestone submission and a final practical project.
Learning outcomes
What you will be able to do.
Outcome 1
Explain the core principles of customer journey in the context of customer success.
Outcome 2
Diagnose a realistic customer journey challenge using structured startup tools.
Outcome 3
Build a practical customer journey output appropriate for professionals & executives.
Outcome 4
Evaluate evidence, assumptions and trade-offs before making customer journey decisions.
Outcome 5
Apply customer journey 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 Customer Journey
Practical study of foundations of customer journey 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 Customer Journey
Practical study of tools and frameworks for customer journey 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: Customer Journey in practice
Practical study of case study: customer journey in practice with examples, prompts and an applied activity.
Assessment
Applied exercises, one milestone submission and a final practical 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.
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Customer Journey Practitioner for Professionals & Executives — Customer Success · 12 hours · Blended online
Enrol for €230