A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully 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 fully enabled?

• A.No action is needed because the customer will probably renew and you can address the issue after the renewal
• B.Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
• C.Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
• D.Contact the services team and request that they reach out to the customer to address the solution

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A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

• A.Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
• B.Escalate the situation to your manager and request a customer visit to understand concerns and expectations
• C.Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
• D.Engage the service delivery manager and request two days of free consultation for the customer

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In which lifecycle stage would a lack of skilled resources be identified as a barrier?

• A.early-stage adoption
• B.late-stage adoption
• C.sales proof of concept
• D.solution renewal

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Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

• A.Customer Success Specialist
• B.Technical Engineer
• C.Sales Engineer
• D.Solution Product Manager

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The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

• A.Suggest that the customer replace their existing staff.
• B.Give the customer a discount on a future purchase.
• C.Re-enforce the time to value of the solution.
• D.Provide the customer with a chargeable deployment service.

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