You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

1. A. Engage with the account team to understand the expansion opportunities
2. B. Perform a deep analysis of all the sales orders to the past 24 months
3. C. Build an understanding of your customer’s business and market trends and priorities
4. D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

Correct Answer: C

What is the value proposition of customer success for customers?

1. A. business vision support
2. B. technical assistance prioritization
3. C. external publicity
4. D. incremental rewards

Correct Answer: A

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

1. A. Delivery Team
2. B. Account Manager
3. C. Customer Success Manager
4. D. Customer Success Specialist

Correct Answer: C

During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

1. A. operational
2. B. business
3. C. technical
4. D. data

Correct Answer: B

A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

1. A. Engage with the account team to understand the expansion opportunities.
2. B. Perform a deep analysis of all the sales orders to the past 24 months.
3. C. Document customer's current technical escalations.
4. D. Speak the internal contacts to understand the customer's priorities and sentiment.

Correct Answer: C