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  • Exam Code: 820-605
  • Exam Name: Cisco Customer Success Manager
  • Updated: Sep 11, 2026
  • Q & A: 173 Questions and Answers
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  • Exam Code: 820-605
  • Exam Name: Cisco Customer Success Manager
  • Updated: Sep 11, 2026
  • Q & A: 173 Questions and Answers
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  • Exam Name: Cisco Customer Success Manager
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Cisco 820-605 Exam Topics:

SectionWeightObjectives
Expand Opportunities and Renewal15%- Describe types of expand opportunities
  • Additional features
  • New use cases
  • Additional User groups
  • New solutions
  • Change management services

- Identify potential expansion opportunities across the customer lifecycle from a customer success plan
- Create an adoption campaign to identify expand opportunities
- Update customer success plan with expand opportunities
- Explain the elements of a renewal risk analysis
- Create mitigation plans that address risk factors

Barrier Management25%- Identify types of customer barriers
  • Business
  • Operational
  • Technical
  • Corporate Culture

- Describe sources used to identify customer barriers

  • Tools (telemetry, consumption data)
  • Process
  • People

- Identify customer barriers

  • Observation
  • Conversation
  • Data

- Identify actions that impact time to value for common customer barriers

  • Stalled or prolonged implementation
  • Loss of a project sponsor
  • Lack of product features
  • Product quality or performance issues
  • Product is not the right fit for the customer
Customer Success Industry15%- Explain the key drivers creating the need for Customer Success
- Define customer success (expected and unexpected value)
- Explain the customer lifecycle journey
- Compare customer success, customer support and sales
- Explain the value proposition for customer success
  • Vendor
  • Customer

- Explain different IT purchasing and consumption models

  • Software licensing
  • Service subscriptions
  • Enterprise agreements
  • CapEx vs OpEx

- Identify the key metrics for customer success

  • Leading indicators
  • Lagging indicators

- Explain the financial implication of the following metrics

  • Churn
  • Expand
  • Renewal (MRR, ATR, LTV, ACV)

- Describe customer engagement models based on customer segmentation

  • High touch
  • Virtual touch
  • Digital touch

- Describe the objectives of the Customer Success Manager

Success Plan Creation25%- Identify the product or solution purchased
- Identify key stakeholder roles
- Validate the desired business outcome based on information obtained from key stakeholders
- Identify critical success factors to connect to business outcomes
- Analyze the account baseline to identify gaps
  • Tools
  • Process
  • People

- Analyze a customer health score

  • Product Usage
  • Product Quality
  • Customer Sentiment
  • Customer Financials

- Describe the common elements of a customer success plan
- Explain the purpose of targeted use cases
- Identify the individuals and responsibilities within a RACI
- Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement

Customer Success Management20%- Explain the elements of customer onboarding
  • Deployment planning
  • Priority success focus
  • Timeline to value
  • Feature matrix utilization

- Explain the purpose of essential customer management activities

  • Customer and industry observations
  • Customer conversations and interactions
  • Account data and scoreboard review
  • Capturing moments of success
  • Success Plan review

- Explain communication needs of stakeholders

  • Customer Executive
  • Account Manager
  • Customer User
  • Services
  • Business Unit

- Describe the Quarterly Success Review process
- Identify outcomes from a Quarterly Success Review
- Identify opportunities for customers to act as advocates

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview

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How to book the Cisco 820-605: Cisco Customer Success Manager Exam

These are the following steps for registering for the 820-605 exam test:

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  • Step 2: Sign up/log in to the Pearson VUE account
  • Step 3: Search for 820-605 Certifications Exam
  • Step 4: Select Date, time and confirm with a payment method

About 820-605 Test

This Cisco exam assesses the candidate’s expertise and skills in developing and integrating solutions, identifying customer barriers and actions to overcome them, enforcing adoption mechanisms, as well as analyzing data on consumer use. The relevant objectives include the Customer Success Industry, Barrier Management, CSM, Expand Opportunities & Renewal, and Success Plan Creation. Generally, to attempt such a test, you have to be 18 years old or more. However, you can also take the test if your age group is between 13-17, provided your parents or legal guardians give their consent. If you are under 13 years old, you are not qualified. Also, such an exam is usually written at Pearson VUE Certified Test Centers under a proctored setting. If you decide to take the test at the physical center, then you must be ready to submit two valid forms of identification, with both having your signature on them. However, 820-605 can be taken online as well. The online test is available to you anywhere there is an internet connection, and it is also under a proctored format. In addition, you are required to have an OnVUE software, a stable webcam, and a government-issued ID. You should also have access to a quiet, isolated place during the exam itself. As for its details, the test is available in both the Japanese and English languages. The maximum time limit for it is 90 minutes. At the end of the final exam, you will get your score report, which will be marked with your digital photograph. The system captures this photo during your application.

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Introduction to Cisco 820-605: Cisco Customer Success Manager Exam

This 820-605 exam test would test Field Engineers on their understanding of the FlexPod approach. This evaluation measures the candidate's awareness of configuring the FlexPod solution components and involves handling and troubleshooting certain components in a practical multi-hypervisor network. Around the same time, this analysis assesses the candidate's understanding of how the FlexPod approach aligns with the data center design.

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