Customer Success is all about enabling software adoption and helping customers be successful in using your products. Or, as Lincoln Murphy, Customer Success Architect at Sixteen Ventures explains, customer success keeps them engaged, boosts their satisfaction, and reduces churn. Training plays an important role in customer success, however aren't always included in the CS discussion or workflow.
Early stage enterprise software companies that begin to build a customer software training function focus much of the early work on building content, finding people to deliver it, and figuring out how to set up the technology to handle registrations and virtual delivery of the training. It takes so much effort to make all of that happen that no one thinks to ask, "How should we price our training?" If people do ask, it is late in the game, and in the interest of expediency, the decision is made to make the training free because "it should be part of the service and customers expect that to be built into the subscription price."