Customer Success Manager - Level 1 Certification
exam with correct answers
CAC (kak) - correct answer ✔Cost of Acquisition
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The total cost of acquiring a net new customer - typically includes sales &
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
marketing costs
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5 Hallmarks of Customer Success - correct answer ✔1. Focus on customer
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
engagment
2. Create organizational alignment to deliver customer operations
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3. Develop common language
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4. Learn from churn
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5. Create an early warning system
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Define Customer Success - correct answer ✔Helping your customer achieve
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their definition of success through the use of your product or service
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Customer Success Equation - correct answer ✔Outcomes + Experience
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3 components needed for CSM to deliver success - correct answer ✔1. Set
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right expectations
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2. Deliver on value
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3. Demonstrate value
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,ICP - correct answer ✔Ideal Customer Profile
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Definition of the type of customer you can make successful
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Customer Journey - correct answer ✔Map of what customers will
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experience, including milestones |!| |!|
Success Plan - correct answer ✔The definition of success for each
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individual customer |!|
Engagement Model - correct answer ✔Key points of engagement (phone,
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
email, meetings) along the customer journey, including responsible parties
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Executive Business Reviews - correct answer ✔Often called "Quarterly
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Business Reviews" (or QBRs). Meetings, usually 1:1, that reviews progress
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
and makes plan of how to continue toward success.
|!| |!| |!| |!| |!| |!| |!| |!|
Customer Health Score - correct answer ✔Summation of customer data
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that shows how successful each customer is at any point in time
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Risk Management - correct answer ✔Process to handle identified risk that
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
could result in churn
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Voice of the Customer - correct answer ✔Collects customer inputs and
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
integrates them into managerial decisions
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MVP - correct answer ✔Minimum Viable Product
|!| |!| |!| |!| |!| |!|
, Releases basic version of product to customer, collects & uses feedback to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
enhance future version of product |!| |!| |!| |!|
Prospect Preference - correct answer ✔Valuing prospective customer
|!| |!| |!| |!| |!| |!| |!| |!|
feedback over existing customer feedback (not good)
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Shiny Thing Syndrome - correct answer ✔Neglecting development in MVP
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to work on new features
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3 Questions to Promote Customer-Centricity - correct answer ✔1. What
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
would our customer think? |!| |!| |!|
2. How will this impact our customers?
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3. Is there a way to do this that would be better for our customers?
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What is onboarding? - correct answer ✔The process of helping a new
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer to get setup, trained and using your product to deliver business
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
value
When is onboarding usually deemed complete? - correct answer ✔When
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your customer reaches "First Value"
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Why does onboarding often go wrong? - correct answer ✔1. Shift in
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'ownership' of customer
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2. Disparate technology systems
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3. Change in communication cadence
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4. Buyers remorse
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exam with correct answers
CAC (kak) - correct answer ✔Cost of Acquisition
|!| |!| |!| |!| |!| |!| |!|
The total cost of acquiring a net new customer - typically includes sales &
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
marketing costs
|!| |!|
5 Hallmarks of Customer Success - correct answer ✔1. Focus on customer
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
engagment
2. Create organizational alignment to deliver customer operations
|!| |!| |!| |!| |!| |!| |!|
3. Develop common language
|!| |!| |!|
4. Learn from churn
|!| |!| |!|
5. Create an early warning system
|!| |!| |!| |!| |!|
Define Customer Success - correct answer ✔Helping your customer achieve
|!| |!| |!| |!| |!| |!| |!| |!| |!|
their definition of success through the use of your product or service
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer Success Equation - correct answer ✔Outcomes + Experience
|!| |!| |!| |!| |!| |!| |!| |!|
3 components needed for CSM to deliver success - correct answer ✔1. Set
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
right expectations
|!| |!|
2. Deliver on value
|!| |!| |!|
3. Demonstrate value
|!| |!|
,ICP - correct answer ✔Ideal Customer Profile
|!| |!| |!| |!| |!| |!|
Definition of the type of customer you can make successful
|!| |!| |!| |!| |!| |!| |!| |!| |!|
Customer Journey - correct answer ✔Map of what customers will
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
experience, including milestones |!| |!|
Success Plan - correct answer ✔The definition of success for each
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
individual customer |!|
Engagement Model - correct answer ✔Key points of engagement (phone,
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
email, meetings) along the customer journey, including responsible parties
|!| |!| |!| |!| |!| |!| |!| |!|
Executive Business Reviews - correct answer ✔Often called "Quarterly
|!| |!| |!| |!| |!| |!| |!| |!| |!|
Business Reviews" (or QBRs). Meetings, usually 1:1, that reviews progress
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
and makes plan of how to continue toward success.
|!| |!| |!| |!| |!| |!| |!| |!|
Customer Health Score - correct answer ✔Summation of customer data
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
that shows how successful each customer is at any point in time
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
Risk Management - correct answer ✔Process to handle identified risk that
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
could result in churn
|!| |!| |!|
Voice of the Customer - correct answer ✔Collects customer inputs and
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
integrates them into managerial decisions
|!| |!| |!| |!|
MVP - correct answer ✔Minimum Viable Product
|!| |!| |!| |!| |!| |!|
, Releases basic version of product to customer, collects & uses feedback to
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
enhance future version of product |!| |!| |!| |!|
Prospect Preference - correct answer ✔Valuing prospective customer
|!| |!| |!| |!| |!| |!| |!| |!|
feedback over existing customer feedback (not good)
|!| |!| |!| |!| |!| |!|
Shiny Thing Syndrome - correct answer ✔Neglecting development in MVP
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
to work on new features
|!| |!| |!| |!|
3 Questions to Promote Customer-Centricity - correct answer ✔1. What
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
would our customer think? |!| |!| |!|
2. How will this impact our customers?
|!| |!| |!| |!| |!| |!|
3. Is there a way to do this that would be better for our customers?
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
What is onboarding? - correct answer ✔The process of helping a new
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
customer to get setup, trained and using your product to deliver business
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
value
When is onboarding usually deemed complete? - correct answer ✔When
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
your customer reaches "First Value"
|!| |!| |!| |!|
Why does onboarding often go wrong? - correct answer ✔1. Shift in
|!| |!| |!| |!| |!| |!| |!| |!| |!| |!| |!|
'ownership' of customer
|!| |!| |!|
2. Disparate technology systems
|!| |!| |!|
3. Change in communication cadence
|!| |!| |!| |!|
4. Buyers remorse
|!| |!|
