What is the first step a Customer Success Manager should take to identify why the solution was purchased? A. Engage with the customer. B. Review the bill of materials. C. Collaborate with the sales team. D. Evaluate the Customer Success…
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for…
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.) A. Have marketing…
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies? A. Delivery Team B. Customer Success Manager C. Account Manager D. Customer Success Specialist
A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes…
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management? A. KPIs B. Health Index Report C. RACI D. Stakeholder Map
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.) A. help desk data B. health score C. risk management D. telemetry E. training surveys
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes owrership. Which action does the Customer Success Manager take first? A. Engage…
In which stage does the Customer Success Manager initially validate stakeholders? A. onboarding B. deployment C. utilization D. purchase
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used? A. Utilize a digital engagement so all your customers experience the touch of customer success B. Utilize people to focus on the…