What is the customer success team's primary role during the 'advocacy' stage of the customer lifecycle?

Conducting initial product training

Encouraging customers to become references or provide testimonials

Resolving technical support tickets

A customer success team is being restructured. The leadership wants to assign a single owner for each account who is responsible for the overall relationship, but also wants technical experts to handle complex issues. Which structure best achieves this?

Assign a TAM as the primary owner and a CSM as a backup

Have the support team manage the relationship and escalate to the CSM for issues

Create a single role that handles both relationship and technical issues

Assign a CSM as the primary owner and a TAM as a technical resource for complex issues

In a typical customer success team, which role is most likely to focus on analyzing customer usage data and identifying accounts at risk of churn?

Customer Success Operations Analyst

A customer success team is reviewing a portfolio of accounts. One account has high product usage but has not responded to emails or calls for two weeks. Another account has low usage but is actively engaged with support and has a high satisfaction score. The team has limited resources and must decide where to focus. Which account should receive priority attention?

The high-usage account, because silence after high engagement may signal a critical issue or dissatisfaction

The low-usage account, because low usage is always a sign of churn risk

Both accounts equally, because all accounts deserve the same level of attention

Neither account, because the team should focus only on accounts with clear churn signals

A large enterprise customer is about to renew their contract. The customer's executives are satisfied with the product but are concerned about the level of support they receive. The customer success manager wants to ensure a smooth renewal. What should the CSM do first?

Send the renewal contract immediately to avoid delays

Ask the support team to reduce response times immediately

Conduct a business review to understand the support concerns and demonstrate the value delivered

Offer a discount to encourage the renewal

CiscoRenewals Manager

Domain 2Objective 5

2.5 Explain the Roles and Responsibilities of the Customer Success Team 700-805 Practice Questions (Page 3)

Part of the Customer Success domain, which accounts for 10% of the 700-805 exam. Cisco does not publish an official question count, but from its 90-minute exam (~35–60 total, ~4–6 in this domain), expect 1–1 from this objective — we provide 27 practice questions to prepare you well beyond it. (estimate)

27questions here

6free pages

5concepts

10%of the exam

Questions 11–15

11foundation · easy
What is the customer success team's primary role during the 'advocacy' stage of the customer lifecycle?
Select an answer first
12expert · hard
A customer success team is being restructured. The leadership wants to assign a single owner for each account who is responsible for the overall relationship, but also wants technical experts to handle complex issues. Which structure best achieves this?
Select an answer first
13foundation · easy
In a typical customer success team, which role is most likely to focus on analyzing customer usage data and identifying accounts at risk of churn?
Select an answer first
14expert · hard
A customer success team is reviewing a portfolio of accounts. One account has high product usage but has not responded to emails or calls for two weeks. Another account has low usage but is actively engaged with support and has a high satisfaction score. The team has limited resources and must decide where to focus. Which account should receive priority attention?
Select an answer first
15application · medium
A large enterprise customer is about to renew their contract. The customer's executives are satisfied with the product but are concerned about the level of support they receive. The customer success manager wants to ensure a smooth renewal. What should the CSM do first?
Select an answer first

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