A customer success manager who typically works for an early stage startup and has to wear many hats
CSM Unicorn
100
Retention, Expansion, and Lifecycle are all examples of:
What is playbook types
100
Executive involvement, value-based content and discovery questions are components of a successful:
What is Executive Business Review
100
Recurring revenue, Health Score, Renewal Date and Last touch date are all examples of
What is prioritization factors
100
A metric that represents the value of one-time and recurring charges is called:
What is Total Contract Value (TCV)
200
This company initiated and coined the “Customer Success Movement”
What is Gainsight
200
Inquiring about upsell opportunities when a customer announces funding is a common [ ] call-to-action.
What is expansion
200
Asking about a client's current situation, challenges, priorities, ideal solution and cross sell opportunities is
What is discovery questions
200
Managing customer risk, demonstrating value, and Driving expansion and advocacy are:
What is core responsibilities for a CSM
200
A small account are sometimes referred to as a:
What is a long tail customer
300
Driving expansion and advocacy is
What is Customer Success Manager objective
300
Ad-hoc meeting, Executive Business Reviews, and Monthly Check-ins are all examples of:
What is high touch
300
Prepare, Discover and follow up are components of
What is customer success golden rule
300
The Customer Success function begins to specialize when
What is the company has gone through ‘Series A’ round of funding
300
Indicating that the customer is achieving business goals using your solution
What is Success Metrics
400
Total activities, Utilization %, and Unique logins typically measure:
What is Adoption
400
Applying a low touch or no touch plan should be considered for what type of accounts?
What is SMB
400
It is important to have [ ] involvement during an EBR.
What is executive
400
Prioritizing roadmap features and insights to customer needs
What is customer success management cross-functional benefit to product marketing
400
Number of Support tickets created during onboarding, the level of adoption during the first 30 days after go live date, and engagement score provided by the project manager are what type of metrics?
What is onboarding metrics
500
A customer’s number of employees, recurring revenue, and strategic value typically drive:
What is account segmentation
500
A proactive touch point regardless of the customer’s health
What is Lifecycle playbook
500
What is the next step after completing an EBR?
What is follow up: schedule the next call with the customer, prepare a success plan for the client, and create a meeting summary and attach your notes to your customer success solution
500
Identify potential advocates
What is customer success management added value to customer marketing
500
An index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others is called: