Question 1

Which action should a Customer Success Manager take when the product utilization score is not improving?

Options :

A : Conduct customer interviews to understand current adoption barriers and develop a solution plan

B : Review the support case history to identify product quality or customer education issues

C : Engage the sales team to upsell the solution and offer options and product diversity to the customer

D : Contact the product operations team to review the telemetry and offer insights to the customer

Answer: A

Question 2

How does a Renewals Manager drive value in a customer account?

Options :

A : defines the account forecast

B : aligns partners on training

C : manages and mitigates renewal risk

D : removes adoption barriers

Answer: C

Question 3

Which statement best describes an Accelerator?

Options :

A : An on-call service for customer support

B : A one-on-one deep dive on network issues

C : A one-on-one coaching engagement covering specific use cases

D : A hosted one-to-many educational webinar with live expert Q and A

Answer: C

Question 4

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

Options :

A : training surveys

B : risk management

C : telemetry

D : health score

E : help desk data

Answer: C,D

Question 5

What is the ATR on a $10,000, one-year, recurring-revenue contract? (Choose the best answer.)

Options :

A : $1,200

B : $10,000 divided by 12

C : $10,000

D : 10% of $10,000

Answer: B