CSM Fundamentals

What does the term 'CSM' stand for?

• Customer Support Manager

• Customer Success Manager

• Customer Service Manager

• Customer Sales Manager

Which of these is NOT a core objective/function of a Customer Success Manager at Dolead?

• Retaining existing clients

• Growing budgets quarter over quarter

• Signing up a new client

• Onboarding new clients

When a CSM opens a new geography with an existing client, it is called as a _____ ____?

• Cross Sell

• Up Sell

• Down Sell

• New Sell

If the NRR of your client's campaign is negative, which of these actions would you take?

• Immediately stop the campaign

• Raise a red flag and keep all stakeholders aligned on the problem

• Immediately request the client to raise the PPL

After completing the Test & Learn phase with a client, what do you do?

• Schedule an end of test review

• Immediately scale up the campaign

• Churn the account

While managing an account and with your communications, it is important for you to be ___________

• Reactive

• Proactive

Which of these actions would you take if you're behind target?

• Decrease PPL

• Launch a new channel

• Keep pushing with the same offers

• Pause the campaign