A customer success manager notices that a key customer's usage has dropped significantly over the past month. The customer has not logged any support tickets. To address this proactively, which action should the CSM take first?

Escalate the issue to the support team to open a ticket on the customer's behalf

Wait for the customer to contact the vendor before taking any action

Send a renewal notice to remind the customer of the upcoming contract end date

Reach out to the customer to understand the reason for the drop and identify any underlying issues

How does the customer success team typically collaborate with the sales team to ensure customer satisfaction?

By writing code for new product features

By handling all customer support tickets

By managing the company's financial accounts

By providing feedback on customer health and expansion opportunities

A customer success manager is handling a customer who is unhappy because a requested feature has not been delivered. The product team says the feature is not on the roadmap. The sales team promised the feature during the sales cycle. The customer is considering not renewing. What should the CSM do first?

Ask the product team to add the feature immediately

Tell the customer that the feature is not possible and offer a discount

Facilitate a meeting between the customer, sales, and product to align on expectations and find a solution

Blame the sales team for the miscommunication

CiscoRenewals Manager

Domain 2Objective 5

2.5 Explain the Roles and Responsibilities of the Customer Success Team 700-805 Practice Questions (Page 4)

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 16–20

16foundation · easy
Which of the following is a core responsibility of the customer success team that focuses on expanding the customer's business with the company?
Select an answer first
17application · medium
A customer success manager notices that a key customer's usage has dropped significantly over the past month. The customer has not logged any support tickets. To address this proactively, which action should the CSM take first?
Select an answer first
18foundation · easy
Which role within a customer success team is primarily responsible for building strong relationships with assigned customers and ensuring they achieve their desired outcomes with the product?
Select an answer first
19foundation · easy
How does the customer success team typically collaborate with the sales team to ensure customer satisfaction?
Select an answer first
20expert · hard
A customer success manager is handling a customer who is unhappy because a requested feature has not been delivered. The product team says the feature is not on the roadmap. The sales team promised the feature during the sales cycle. The customer is considering not renewing. What should the CSM do first?
Select an answer first

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2.5 Explain the Roles and Responsibilities of the Customer Success Team 700-805 Practice Questions (Page 4)

Questions 16–20

Which of the following is a core responsibility of the customer success team that focuses on expanding the customer's business with the company?

A customer success manager notices that a key customer's usage has dropped significantly over the past month. The customer has not logged any support tickets. To address this proactively, which action should the CSM take first?

Which role within a customer success team is primarily responsible for building strong relationships with assigned customers and ensuring they achieve their desired outcomes with the product?

How does the customer success team typically collaborate with the sales team to ensure customer satisfaction?

Keep studying — Customer Success