Hard Customer Success Manager questions

32 questions · 20 points each for a correct first answer.

1. 1.Customer asks for a 30% renewal discountnegotiation, renewal-managementhard
2. 2.Angry executive after an outageescalation-handlinghard
3. 3.Which account first?prioritisation, churn-preventionhard
4. 4.Expansion request from an unhappy accountexpansion, stakeholder-managementhard
5. 5.Strong NRR hides a problemretention-metrics, data-analysishard
6. 6.Build it or we leavevoice-of-customer, stakeholder-managementhard
7. 7.Proving your onboarding program worksdata-analysis, onboardinghard
8. 8.Mid-contract downgrade requestnegotiation, renewal-managementhard
9. 9.An NRR number that is too goodretention-metricshard
10. 10.GRR of 104%?retention-metrics, data-literacyhard
11. 11.Hidden concentration riskrisk-management, renewalshard
12. 12.Does the health score work?health-scores, data-literacyhard
13. 13.Trading a discount for a longer termrenewals, negotiationhard
14. 14.Customer acquired by a rival's clientchurn-prevention, stakeholder-managementhard
15. 15.A feature promise in the contractrenewals, contractshard
16. 16.Calculate an SLA creditsla-management, contractshard
17. 17.Champion wants to hide bad newsbusiness-reviews, ethicshard
18. 18.A request for another team's datadata-privacy, compliancehard
19. 19.A price rise for a low-adoption accountrenewals, product-adoptionhard
20. 20.CSMs paid only on expansioncs-operations, incentive-designhard
21. 21.Churn traced back to the salechurn-analysis, cross-functional-collaborationhard
22. 22.Usage-based bill shockescalation-management, pricinghard
23. 23.Downgrade or risk losing them?renewals, churn-preventionhard
24. 24.A new executive reviews every vendorstakeholder-management, executive-communicationhard
25. 25.A threat to post publiclyescalation-management, customer-communicationhard
26. 26."It's budget" — or is it?churn-prevention, discoveryhard
27. 27.An AI assistant for small accountsdigital-cs, ai-in-cshard
28. 28.An admin access requestsecurity-compliance, account-managementhard
29. 29.Customers managed by a partnerpartner-success, churn-analysishard
30. 30.Leading vs lagging indicatorsretention-metrics, health-scoreshard
31. 31.Cost to serve small accountssegmentation, cs-operationshard
32. 32.Renewal forecasts that missforecasting, renewalshard