01. The renewal is in 60 days. Adoption is moderate, but the executive sponsor questions the return on investment (ROI). What should the CSM do first?
a) Offer a discount to reduce the sponsor's objections
b) Launch an adoption campaign, set usage goals, and lift usage before the renewal date
c) Present the product roadmap so the sponsor sees the value still to come
d) Reconfirm outcomes, present KPI-based value evidence, and address gaps with actions
02. Which two inputs are most relevant for identifying potential expansion across the lifecycle?
(Choose two.)
a) Customer Success Plan (CSP) progress and achieved outcomes
b) The Renewals Manager's forecast of the renewal date and annual contract value (ACV)
c) The number of support cases closed within service level or escalated this quarter
d) Usage patterns indicating unmet demand or broader adoption potential
03. A customer has achieved key outcomes and offers to speak publicly about their success. What should the CSM do next?
a) Coordinate an advocacy opportunity aligned to customer value and messaging approvals
b) Ask the customer to wait until the renewal closes
c) Pass the contact to Marketing and have a case study published right away
d) Ask the customer to focus the talk on product features rather than outcomes
04. During onboarding, the customer's stakeholders disagree on priorities. What should the CSM do first to stabilize execution?
a) Record both sets of priorities, owners, and dates in the Customer Success Plan and start deployment
b) Begin enablement on the use case the largest user group prefers
c) Facilitate alignment on desired outcomes, KPIs, and critical success factors
d) Ask the Account Manager to settle the priorities from the original proposal
05. A customer's operations team is engaged, but the executive sponsor is disengaged and misses the Quarterly Success Reviews (QSRs). What is the best next action?
a) Continue with the operations team to avoid delaying the plan
b) Re-engage the sponsor by mapping progress to their business goals and pending decisions
c) Ask the operations lead to represent the sponsor at future QSRs
d) Send the sponsor the full QSR deck with the technical progress and case detail
06. Usage dropped sharply after week 2, and the customer's operational owner changed. What is the best next step?
a) Re-onboard the new owner, then confirm or reset the Customer Success Plan (CSP) milestones
b) Run an adoption campaign to the users highlighting unused features
c) Wait until the next Quarterly Success Review to review the drop with the customer
d) Open a Technical Assistance Center (TAC) case and check for a performance issue and an outage behind the drop
07. Which two actions most directly reduce time to value when the barrier is a lack of internal customer resources?
(Choose two.)
a) Prioritize a minimal viable use case and phased milestones
b) Clarify ownership and decision paths using a RACI
c) Launch a single adoption campaign across the user groups at once
d) Have the CSM team take over the customer's deployment tasks
08. During a barrier review, the Customer Success Specialist confirms that a targeted use case in the Customer Success Plan (CSP) cannot be delivered by the solution's current capabilities, a Technology category barrier the CSM records as "product not the right fit."
Which action best addresses this barrier?
a) Increase adoption emails and reminders to the affected user groups
b) Log an enhancement request and wait for the feature on the roadmap
c) Revalidate the outcomes and adjust the CSP to the feasible use cases
d) Offer a renewal discount or service credit to compensate for the missing capability
09. Telemetry shows heavy use of the solution's basic features, users have completed the training program, and the sponsor is engaged, yet the targeted outcome KPIs in the Customer Success Plan (CSP) have been flat for two quarters.
Which barrier is most likely?
a) License entitlement barrier
b) Use-case misalignment barrier
c) Skills and training barrier
d) Executive sponsorship barrier
10. A CSM is building the stakeholder map for a new account and needs to identify who will set the strategic direction for the desired outcomes and confirm that budget is aligned to them.
Which stakeholder role most commonly provides that direction and funding alignment?
a) Operational project lead
b) End-user champion
c) Procurement lead
d) Executive sponsor
Before you write the Cisco Customer Success Manager (820-605) certification exam, you may have certain doubts in your mind regarding the pattern of the test, the types of questions asked in it, the difficulty level of the questions and time required to complete the questions. These Cisco Customer Success Manager Specialist (CSM) sample questions and demo exam help you in removing these doubts and prepare you to take the test.
