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

A Customer Success Manager (CSM) is responsible for ensuring customers achieve their desired outcomes. This involves both proactive strategic planning and reactive problem resolution. Throughout a quarter, the CSM must continuously review and update the success plan (C), which serves as the strategic roadmap for value realization. This living document tracks progress and adapts to the customer's evolving needs. Concurrently, the CSM must manage service issues and escalations (D). This is a critical function of barrier removal; unresolved issues prevent customers from using the product effectively and achieving their goals, thus jeopardizing the success plan.

A. A green health index is a lagging indicator; a CSM’s role is to be proactive and continuously engage, not wait for a problem to arise.
B. Observing a customer's online image is a market intelligence task, not a primary, direct action to support customer value realization.
E. Joining internal sales and marketing meetings is an internal-facing activity, not a direct action taken to support the customer's progress.

1. Cisco Learning Network

820-605 CSM Exam Topics

v1.0.

Section 4.0: Customer Success Process. This section outlines the core responsibilities of a CSM.

Topic 4.3: "Describe the key elements of a success plan." This directly supports option C

as managing and updating the success plan is a fundamental

ongoing activity.

Topic 4.4: "Describe the key activities in the Adopt and Use stage of the customer lifecycle (for example

onboarding

success plan

and barrier removal)." This supports option D

as managing escalations is a primary form of "barrier removal."

2. Cisco Customer Experience (CX)

"Customer Success Manager (CSM) Datasheet."

Role Responsibilities Section. This document typically describes the CSM's role in "developing and maintaining a Customer Success Plan" (supporting option C) and acting as "the customer's advocate and an escalation point for critical issues" (supporting option D). These are presented as core

continuous functions of the role.