1.

From a Customer Success perspective, which reason to monitor your customer’s health is t he mo s t
important?
A. It provides the opportunity to address any changes in the customer’s experience or actions aro und t he
solution
B. It allows the customer to identif y unused licenses so they can be addressed via a service impro v ement
plan
C. Understanding your customer’s health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critic al o n t ime
Answer: C

2.What is a barrier of adoption in an organization?

A. new product sales motion
B. services cost
C. organizational announcements
D. implementation issues
E. hiring practices
Answer: D

3.In an onboarding session, introductions to new stakeholders were made, new KPIs were collat ed , and
desired use cases were discussed.
Which step does the Customer Success Manager take next?
A. Document the session, stakeholder interests, and metrics f or leadership
B. Create a success plan to be reviewed with the customer at the next review meeting
C. Provide technical conf iguration f or development
D. Discuss new opportunities and new products to p urc has e
Answer: A

4.Which list of components of a Customer Success Quarterly Success Review is common?

A. results f rom prior quarter, product roadmap, proposed marketing new products, and confirm goals f o r
the next quarter
B. results f rom prior quarter, agreed actions completed, benchmarking with the market, and conf irm g o als
f or next quarter
C. results f rom prior quarter, services delivered, issues and open services cases, and conf irm goals f or
next quarter
D. results f rom prior quarter, cover roadmap and promote new products, and confirm goals f or nex t
quarter
Answer: C

5.Which item should the Customer Success Manager f ocus on to enable the adoption of a s o f tware
solution?
A. KPI that will be improved by the new product solution
B. current existing products that are being displaced by the solution
C. current conf iguration guide of the product solution
D. product use case that will achieve the desired outcome
Answer: D
6.Which two actions should the Customer Success Manager take throughout the quarter to support t heir
customer? (Choose two.)
A. No action is necessary as long as the health index is green
B. Observe the online image of the customer
C. Review and update the success plan f or ongoing activities
D. Manage the service issues and escalations
E. Join the sales and marketing strategy meetings
Answer: DE

7.A customer is coming up f or renewal in 180 days f or three solutions. One of the solutions has no t b een
f ully enabled. The other two solutions are in regular use in production.
How should the Customer Success Manager address the one solution that has not been f ully enabled?
A. Contact the services team and request that they reach out to the customer to address the solution
B. Make the renewals manager aware that the one solution is not f ully implemented but the other two are
f ine
C. Investigate why the customer has not enabled the solution and work with the sales and renewals
teams to address the issue
D. No action is needed because the customer will probably renew and you can address the issue af t er t he
renewal
Answer: A

8.Which of these is included in a success plan?

A. conf idential customer inf ormation
B. customer business outcomes
C. customer HR processes
D. services cost
Answer: D

9.Your customer’s business outcome is to drive employee ef ficienc ies .

Which key metrics measure this outcome?
A. increase in new subscribers or increase in end users
B. number of incidents reported or number of compliance issues
C. reduction in headcount or operational support costs
D. customer and employee f eedback
E. number of activities completed or increase in direc t t ime
Answer: B

10.What is a f inancial implication of churn?

A. loss of revenue
B. increased production
C. reduced product utilization
D. contract expansion
Answer: A
11.The Customer Success Manager notices that their customer has delayed going into product ion.
Which action does the Customer Success Manager consider?
A. Suggest that the customer replace their existing staf f
B. Provide the customer with a chargeable deployment service
C. Re-enf orce the time to value of the solution
D. Give the customer a discount on a f uture purchase
Answer: C

12.Which def inition of customer success is true?

A. It is the business methodology of ensuring that customers achieve their expected and unex p ec t ed
outcomes while using your product or service.
B. It is a business methodology for increasing recurring revenues by minimizing the risk of c hurn while
driving adoption and expansion.
C. It is the business methodology of ensuring that customers are always on the latest sof tware releas es
and subscription contracts so that they can f ocus on the core business activities that make them
successf ul.
D. It is a measure of the Net Promoter Score that results f rom a disciplined engagement of sales, servic es ,
marketing, and customer success teams working seamlessly to deliver a positive experience f or the
customer.
Answer: B

13.The customer wants to improve operational expenditure and reduce the C02 f ootprint o f t he
organization.
Which two business outcomes are critical to the company’s success? (Choose two.)
A. sustainability
B. credibility
C. time to market
D. business growth
E. cost ef f iciency
Answer: AE

14.You notice a decline over time in your customer’s usage of your product.
Which action do you consider?
A. Tell the customer a new solution will soon be available
B. Caref ully tell the customer to get more people to use your product
C. Re-assess the customer’s business process and outline the capability of the solution
D. Show the customer a comparison of the solution versus the compet itio n
Answer: C
15.Which two actions are critical when communicating with executives? (Choose two.)
A. Keep services as a primary topic
B. Focus on the value achieved
C. Incorporate the sales team’s plan
D. Target executive priorities
E. Focus on technical details
Answer: BD

16.Which type of analytics has telemetry that shows the customer’s use of the sof tware and def ines what
has happened to date?
A. descriptive
B. diagnostic
C. prescriptive
D. predictive
Answer: B

17.Ref er to the exhibit.

The graph shows a customer with a sof tware product and highlights the number of paid -f or licenses
(shown with the orange line) and the number of users actively using the product (shown with the blue
line).
Which statement about the customer is true?
A. The customer has a high probability to renew and will include an expanded opportunity
B. The customer’s usage is too low to correctly measure the chance of their retention
C. The customer has increased usage, which shows a strong indicator of renewal
D. The customer’s usage has seen a recent decline and the chance of them churning will be higher
Answer: D
18.Which statement describes the dif ference between customer success and customer sales?
A. Customer sales is about selling solutions to meet business needs. Customer success is about g et t ing
customers to utilize those solutions to get the value they intended.
B. Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about making sure the customer deploys the solution within an ef f ective timeline.
C. Customer sales is about getting customers to utilize their solutions to get the value they int end ed .
Customer success is about expanding the customer’s portfolio.
D. Customer sales is about selling solutions to meet business needs. Customer success is about f ind ing
product opportunities for sales as the customer utilizes their current solution.
Answer: A

19.Which statement describes an end user adoption barrier?

A. There are insuf f icient licenses f or additional staff from a newly acquired company to use the solution.
B. The CIO insists on conducting training f or all heads of department bef ore deploying t he new
Collaboration solution.
C. The budget is insuf ficient to implement the solution f or a new branch of the business.
D. Staf f ref uses to change their habits and continues to use a noncompliant social media applicat io n t o
conduct business communications.
Answer: D

20.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 f or the f irst customer introduction meeting?
A. Engage with the account team to understand the expansion opportunities
B. Perf orm a deep analysis of all the sales orders to the past 24 months
C. Build an understanding of your customer’s business and market trends and priorities
D. Speak the internal contacts to understand the customer sentiment and outstanding escalat io ns
Answer: C

21.Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a
personalized service that arranges all aspects of video conference meeting. This service includes 21 s t af f
people globally. Customer A has invested in a video conf erencing solution. Their desired outcome is to
create a cost-savings, self -serve approach to achieve business innovation through f ace-to-f ace
communications.
Which two main barriers to adoption does the customer f ace? (Choose two.)

A. technical barrier
B. cultural barrier
C. process barrier
D. product barrier
E. cost barrier
Answer: CD
22.What is the best reason f or documenting your customer’s success?
A. To provide awareness of the value achieved by the customer’s purchased solution
B. To establish KPI’s that measure the success of your company’s business
C. To document roles and responsibilities for your project management
D. To provide expansion opportunities for your sales t eam
Answer: A

23.DRAG DROP
Drag and drop three valid elements of a success plan f rom the lef t to the right. Not all options are used.

Answer:
24.Which two results of a successful customer onboarding stage are the most important? (Choose two.)
A. organization chart discussed
B. account relationships identif ied
C. desired business outcomes discussed
D. stakeholders identif ied
E. network diagrams discussed
Answer: CD

25.A customer has f inalized all of their solution planning and will be deploying it over the next t wo week s .
As the customer Success Manager, what is the next logical step to focus on for the cus t o mer’s lif ec y cle
journey?
A. Quarterly Success Review build and delivery
B. service introduction to confirm that they know how to submit service issues at the go live
C. initial user group identif ied and their use cases conf irmed
D. customer’s stakeholders and their business outcomes
E. additional f eatures that will align with the business outcomes
Answer: A

26.DRAG DROP
The customer wants to increase the utilization of their video conf erencing system. Drag and d ro p t he
actions f rom the lef t into the correct sequence on the right.
Answer:

27.Which outcome is the best that a Customer Success Manager can achieve f or a customer?
A. adoption of all the licenses and f eatures the customer purchased leading to expansion to imp ro ve t he
customer’s business
B. f ull adoption of all the technologies the customer purchased
C. removing barriers so the customer achieves the f astest time to value possible f rom the solutio n t hey
purchased
D. ensuring the customers deployment teams and end users are trained and ready to ad o p t t he
technology
Answer: C

28.A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Cus t o mer
Success Manager that shows customer usage o ver the last 12 months.
Which two additional pieces of information are important prior to a meeting with the customer to d is c us s
their adoption journey prior to the renewal? (Choose two.)
A. customer annual report and quarterly business reviews
B. sales account plan
C. detailed contract inventory
D. questions to validate the interpreted analytical data
E. support tickets reports and diagnostic inf ormat io n
Answer: AD

29.What is the term f or the gap between the f eatures and f unctions that customers purchase and t he
f eatures and f unctions that they use?
A. capability gap
B. f inancial gap
C. consumption gap
D. organizational gap
Answer: A

30.Which two outcomes are the goals of the initial customer meeting to onboard the customer int o
customer success? (Choose two.)
A. completion of customer training
B. conf irmation of customer business outcomes
C. review of product roadmap
D. scheduling of Quarterly Success Review
E. agreement of key stakeholders
Answer: BD

31.Which two actions are in adoption campaign? (Choose two.)

A. messaging to users on best practice approaches to their solution
B. messaging to stakeholders on new product releases
C. messaging to stakeholders on the new f eatures of their solution
D. survey sent to all end users
E. renewal reminder to stakeholders
Answer: AC

32.What is the best method to measure customer consumption of technology?

A. telemetry and analytics
B. recurring revenue management
C. enterprise CRM and incident management
D. content management
Answer: A
33.Throughout the customer lif ecycle, opportunities can occur that lead to customers bec oming
advocates f or the Customer Success Manager’s company.
Which two opportunities can lead to advocacy? (Choose two.)
A. moments of success when the customer acknowledges progress
B. successf ul contract renewal
C. green health scores over intermittent time periods
D. continuing results based on unexpected value
E. results that are not measurable
Answer: AD

34.The customer wants to increase the number of services in their portf olio and improve the t ime t o
launch these services.
Which two business outcomes are appropriate? (Choose two.)
A. cost ef ficiency
B. employee satisf action
C. time to market
D. business growth
E. sustainability
Answer: AC

35.Which two outcomes are expansion opportunities within customer success? (Choose two.)
A. expansion of solution f eatures
B. renewal of solution subscription
C. purchase of a new solution
D. deployment of solution
E. expansion of solution services
Answer: AD

36.Which method is directly associated with evaluating a customer outcome?

A. milestones
B. key perf ormance indicators
C. metrics
D. benchmarks
Answer: D
37.Ref er to the exhibit.

Which initial action does a Customer Success Manager take?

A. Run analysis on all the license types used by the customer on all platf orms
B. Share the report with the customer point of contact for license types B and D and determine causes
C. Provide trending inf ormation on license types B and D and share with all stakeholders
D. Inf orm the Sales Account Manager to position a new version of licenses types B and D with addit io nal
f eatures
Answer: A

38.The customer wants to reduce their exposure to security events.

Which business outcome is critical to the company’s success?
A. risk management
B. market growth
C. sustainability
D. cost ef f iciency
Answer: A

39.A Customer Success Manager must deliver high touch customer success experienc e.
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 f ocus on the elite customers f or a 1:1 or 1:f ew onsite customer s uccess experience
C. Utilize the service team to f orm a larger internal team to lead the engagement
D. Utilize people to f ocus your customers in a 1:many customer success ex p erienc e
Answer: A
40.Which def inition of a use case is true?
A. comparison of the marketing description of what a product does to the customer’s experience

B. list of actions or event steps that a customer uses

C. list of actions or event steps that typically defines the interactions between a role and a sy s t em t o
achieve a goal
D. list of instructions that customer uses f or their s o f t ware
Answer: C

41.Your client, the Director of IT Policy and Governance of Easternbank, has just inf ormed you t hat t he
CIO is dissatisf ied with the current level of utilization of the collaboration solution that was deployed 3
months ago. The client has requested a meeting to improve the situation.
Which reports are critical to the success of the meeting?
A. number of users registered, bandwidth utilization, number of training sessions user joined
B. number of users registered, service logs, number of users
C. number of users registered, number of meetings user initiated, number of meetings user joined
D. network utilization, number of meetings user initiated, number of users
Answer: C

42.In which stage does the Customer Success Manager initially validate stakeholders?
A. onboarding
B. deployment
C. utilization
D. purchase
Answer: A

43.Which key industry trend explains the need f or companies to invest in a Customer Success p rac t ic e
and Customer Success Manager role?
A. Service organizations must evolve f rom a “break f ix” business model to proactive and p re -emp t iv e
services that help prevent problems f or customers before they arise and accelerate solution ado p t ion.
The CSM advises and prof essional services team on the best services to position.
B. IT budgets are shif ting to line of business decision makers who want to understand the business
outcomes f rom technology investments before they purchase. The CSM supports sales wi th us e c as es
and testimonials f or proposed solutions.
C. IT is increasingly adopting new consumption models. In a subscription economy, customers can c anc el
subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the
customer’s business outcomes are achieved with the shortest time to value.
D. The accelerated pace of innovation in the era of the Internet of Things conf uses many customers . A
CSM helps sales position the right technologies that will accelerate success f o r their business.
Answer: C

44.Which type of KPI is of the most interest to Customer Success?

A. business KPIs that def ine progress to the Business Outcome
B. sales KPIs f or revenue generation
C. IT services KPIs f or operations
D. OPEX KPIs that def ine the operational costs of the c o mp any
Answer: A
45.DRAG DROP
The Customer Success Manager is preparing f or a review meeting. The customer has asked f or a
balance between subjective and objective metrics.
Drag and drop the inputs f rom the lef t onto the correct subjective and objective categories on the right.

Answer:
46.The customer wants to increase their market share and protect brands reputation.
Which two business outcomes are critical to the company’s success? (Choose two.)
A. risk management
B. credibility
C. business growth
D. cost ef ficiency
E. sustainability
Answer: CE

47.Which expense is an operating expense (OPEX)?

A. payroll
B. computer equipment
C. sof tware
D. of f ice improvements
Answer: C

48.The customer plans to relocate to a new building in the existing area to reduce cost. The c o mp any
wants to retain talent through this transition.
Which two business outcomes are critical to the company’s success? (Choose two.)
A. risk management
B. employee satisf action
C. cost ef ficiency
D. credibility
E. sustainability
Answer: BC

49.A customer inf orms their Customer Success Manager that they are not realizing the savings ex p ec t ed
with their technology solution. The Customer Success Manager acknowledges the concern and takes
ownership.
Which action does the Customer Success Manager take f irst?
A. Engage the service delivery manager and request two days of f ree consultation f or the customer
B. Communicate to the technical customer center and request that an expert contact the cus t o mer t o
discuss the purchased solution
C. Escalate the situation to your manager and request a customer visit to understand conc erns and
expectations
D. Check the account health report, review the expected outcomes in the success plan, and s et up an
internal meeting with the account team to discuss next steps
Answer: D

50.A large university has deployed a new IT solution designed to improve the overall student and s t af f
experience.
Which approach to measure success is the best?
A. Twice yearly student and staf f surveys with two questions related to IT
B. Measure the number of complaints raised by students
C. Combination of tailored surveys and IT tools-based metrics
D. Implement staf f Super Users to provide f eed bac k
Answer: B