820-605 CSM Exam Dumps (V22.03) Are the Most Current Materials for 2026 – Read 820-605 Free Dumps (Part 1, Q1-Q40) First

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820-605 free dumps (Part 1, Q1-Q40) of V22.03 are below, helping you check the version first:

1. What is a lagging indicator of the customer achieving the value proposition?

product deployment

contract renewal

decrease in the number of problem reports

movement to evaluate stage

2. Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

3. What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Review the bill of materials

Evaluate the Customer Success Plan

Collaborate with the sales team.

Engage with the customer

4. What is a key driver that is creating the need for customer success?

financial resources

subscription economy

advanced specializations

portfolio management

5. What is a business adoption barrier?

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

6. A customer has finalized all of their solution planning and will be deploying it over the next two weeks.

As the customer Success Manager, what is the next logical step to focus on for the customer’s lifecycle journey?

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

7. Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

KPIs

Stakeholder Map

RACI

Health Index Report

8. Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation.

Which reports are critical to the success of the meeting?

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

9. Refer to the exhibit.





The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line).

Which statement about the customer is true?

The customer has a high probability to renew and will include an expanded opportunity

The customer’s usage is too low to correctly measure the chance of their retention

The customer has increased usage, which shows a strong indicator of renewal

The customer’s usage has seen a recent decline and the chance of them churning will be higher

10. Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

11. A Customer Success Manager must deliver high touch customer success experience.

Which customer engagement model must be used?

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1: few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1: many customer success experience

12. Which scenario represents a use case expand opportunity?

usage KPIs are on target entering the fourth quarter

supplementary training sessions are organized on existing features

solution management team adds headcount

endpoint security solution extended to cover data center servers in addition to laptops

13. During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media.

In which stage is the customer?

Adoption

Optimize

Expand

Advocate

14. You are a Customer Success Manager and have just been assigned a strategic new account.

Which course of action is the best to help you prepare for the first customer introduction meeting?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

15. What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap

financial gap

consumption gap

organizational gap

16. What is the purpose of targeted use cases?

They highlight the product differentiation from a competitor.

They define how a solution is applied to enable a desired outcome.

They function without the purchase of additional services.

They provide customers with ways to take advantage of additional features.

17. A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.

What is the first step of the mitigation plan?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

18. DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

19. Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company.

Which two opportunities can lead to advocacy? (Choose two.)

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

20. Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

Deployment

Adoption

Awareness

Evaluation

Experience

21. A Customer Success Manager was assigned a strategic new account.

Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer's current technical escalations.

Speak the internal contacts to understand the customer's priorities and sentiment.

22. Which Key Performance Indicators contribute to customer value achievements?

profit and risk reduction

employee usage and training volume

product, services, and sales

cost, time, and customer satisfaction

23. What are two examples of leveraging data to identify a customer barrier? (choose two)

noting change in customer executive team

consulting the health index

providing training recommendations

reviewing installed base details

evaluating feedback from the customer operations team

24. What defines a use case?

comparison of the marketing description of what a product does and the customer’s experience.

list of actions that define the interactions between a role and a system to achieve a goal.

list of actions or event steps that a customer uses.

list of instructions customers use for their software.

25. A customer complains about the number of times they must explain their problems and ask different team members to find a solution.

How can this issue be avoided?

Share the company's organizational chart with the support team.

Provide customers with relevant use cases for the purchased solution.

Ensure that the customer knows the point of contact for product training.

Clarity roles and responsibilities with the stakeholders.

26. What is the purpose of capturing moments of success with a customer?

expanding the purchased solution

recognizing the value of the engagement

renewing the contract and subscription

validating deployment of the solution

27. 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?

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

28. What is a technical adoption barrier?

lack of integration with other products

underutilization of licenses

untrained customer user group

customer not measuring product value

29. Refer to the exhibit.





Based on the stage and health reflected, what must be the first priority of the success plan?

Design and propose a discount on product

Contact and collaborate with the individuals involved in the onboarding of product

Offer and encourage the opportunity for the customer to participate in a success story for product

Identify and document barriers that impact product

30. Refer to the exhibit.





Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

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

Delivery Team

Account Manager

Customer Success Manager

Customer Success Specialist

32. How can Customer Success Plan tracking drive additional license purchases?

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

33. Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Provide break-fix support for technical problems experienced or observed by the customer.

Provide training content to address current and existing barriers.

Provide a detailed cost structure for the management team.

Provide direct and in-depth technical expertise upon customer request.

34. Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.

Which adoption barrier will the customer encounter?

technical barrier

cultural barrier

product barrier

cost barrier

35. A large university has deployed a new IT solution designed to improve the overall student and staff experience.

Which approach to measure success is the best?

Twice yearly student and staff surveys with two QUESTIONs related to IT

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

36. Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

37. What is a consideration in evaluating readiness for adoption?

Identify features or functions that are not deployed or underutilized.

Identify potential accelerators that could optimize performance.

Review customer acceptance test plan.

Validate that all required items have been purchased.

38. What is Quarterly Success Review?

new success plan that focuses on the upcoming goals for the customer.

gap analysis that focuses on the state of the customer’s current architecture.

technical analysis that outlines the implementation plan and adoption barriers.

a conversation that outlines key initiatives that are agreed upon in the success plan.

39. What is a financial implication of churn?

loss of revenue

increased production

reduced product utilization

contract expansion

40. Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

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