Question 1

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

Options :

A : KPI that will be improved by the new product solution

B : current existing products that are being displaced by the solution

C : current configuration guide of the product solution

D : product use case that will achieve the desired outcome

Answer: D

Question 2

Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

Options :

A : Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

B :

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

C : Provide recommendations for training or suggest new features based on data analysis.

D : Perform a marketing campaign and share the roadmap of new products.

Answer: C

Question 3

What are two barriers to adoption within an organization? (Choose two.)

Options :

A : solution implemented by partner

B : agile development model

C : inadequate knowledge and skills

D : centralized IT organization

E : organizational silos

Answer: A,C

Question 4

What are the sources used to identify barriers?

Options :

A : customer, product, usage

B : people, plan, process

C : success plan, tools, training

D : people, process, tools

Answer: D

Question 5

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

Options :

A : Delivery Team

B : Account Manager

C : Customer Success Manager

D : Customer Success Specialist

Answer: C

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