Customer Success Basics

Foundational concepts every new CS hire should master in their first month.

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1. A customer health score is typically composed of which three signal categories? [single_choice]
   • · Pricing tier, contract length, and geographic region
   • ✓ Product usage, engagement with CS team, and business outcomes / ROI signals
   • · Support ticket volume, payment history, and headcount
   • · NPS score, CSAT score, and upsell amount
2. In a Quarterly Business Review (QBR), the primary goal is to: [single_choice]
   • · Pitch new features and upsell the customer on a higher tier
   • · Review support tickets resolved in the past quarter
   • ✓ Align on business outcomes, demonstrate ROI, and co-create a success plan for the next quarter
   • · Negotiate the renewal price before the contract auto-renews
3. Which of the following are early warning signs of churn risk? (select all that apply) [multiple_choice]
   • ✓ Product login frequency drops significantly over 30 days
   • ✓ Champion leaves the company without a known successor
   • · Customer expands to a second department
   • ✓ Recurring support tickets on the same unresolved issue
   • ✓ Customer skips the last two scheduled check-in calls
4. A CS Manager should always try to resolve a customer escalation independently before looping in the Engineering or Product team. [true_false]
   • · True
   • ✓ False
5. Time-to-value (TTV) is a key metric in Customer Success because it directly correlates with early churn probability. [true_false]
   • ✓ True
   • · False
6. A key champion at one of your top accounts just sent you a message saying they are leaving the company next month. Describe the steps you would take over the next two weeks to protect the account. [open_text]